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Director - Customer Success 🔥


WHO WE ARE
Ncontracts is a leading provider of SaaS-based risk and vendor management software and services to financial institutions. Our product offerings include vendor management, enterprise risk management, business continuity planning, compliance management, audit management, findings management, and cybersecurity management. We provide seamless integration for total risk management, backed by dedicated support, unlimited training, and guaranteed accuracy.
THE ROLE

The Director of Customer Success oversees a team of specialists whose role is to manage the relations with their client base to ensure their continued growth and retention. Your responsibilities as director include client management and the development of initiatives to manage client retention. You work proactively with your Customer Success Managers to engage with clients to manage engagement with clients and be the voice of the customer as it relates to our products and services. Your duties also involve training both staff and customers and troubleshooting any gaps in delivery and efficiency.
YOU WILL

  • Work closely with the Client Services leadership team to carry out the vision and strategic plan for the Customer Success organization
  • Share recommendations and learnings as to how we can continuously improve the experience we deliver to our customers
  • Create and maintain KPIs that that denotes the health of the team and present to management regularly
  • Demonstrate ownership over revenue (churn, net revenue retention, etc) and engagement metrics and use those to drive continuous improvement of our programs and processes
  • Operate cross-functionally and partner with other key stakeholders to help ensure that we maintain a strong feedback loop for customer insights & learnings
  • Build and maintain systems that enable, motivate and drive accountability around team targets
  • Address escalated client issues with thoughtfulness and urgency, aligning resources across the company as appropriate
  • Create high levels of customer advocacy and engagement by building meaningful customer relationships
  • Manage day to day operational tasks performed by the CSMs
  • Create a culture of high performance, productivity and focus within your team. Use best practices to drive growth and continuous improvement
  • Serve as a coach to your team by unblocking day to day challenges, as well as provide guidance around mid to longer term career path objectives

THE ESSENTIALS

  • 5+ years of people management experience, including experience leading CS teams who have executed high volume client base
  • 5+ years of experience within a B2B SaaS environment preferred
  • Managed renewals process and forecasting churn and retention
  • Deep understanding and experience with developing customer lifecycle programs
  • Passionate about building culture of accountability, growth and continuous improvement
  • Demonstrate operational excellence when it comes to problem solving, analytical thinking, process development, and planning
  • Motivated by working in a fast-paced, collaborative environment with peers who challenge you to grow

WE OFFER

  • A fun, fast-paced work environment
  • A generous paid time off package; including unlimited PTO and paid holidays
  • Community and social events to keep you connected and engaged
  • Medical, Dental and Vision insurance
  • Company-paid Group Life Insurance, Short- and Long-Term Disability
  • Retirement option with generous employer match
  • And much more!

AAP/EEO Statement
Ncontracts provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Work location is flexible if approved by the Company, except that the position may not be performed remotely from Colorado.

Job Type: Full-time

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