Director, Customer Success Operations
Location: Hybrid in office 1 day/week; will consider RemoteOverview:Join Collage Group's dynamic Customer Success team in our mission to help organizations unleash the power of cultural intelligence to drive brand growth. We are seeking an experienced Customer Success Leader to oversee and lead our Customer Success team, owning and managing our customer experience. The ideal candidate will have a proven track record of managing customer success teams with a focus on Client Engagement, Client Health, day-to-day Account Servicing and Customer Satisfaction. As the Director, Customer Success Operations, you will play a crucial role in setting client service strategy and driving overall customer experience to create intuitive, engaging and ongoing customer usage of our data and insights products.
You will ensure that we capture the right internal business metrics to measure and continue building a best-in-class Customer Success function. You will be a hands-on leader, responsible for ensuring that clients maximize the value of our consumer, category and brand research, our internal subject matter experts and our data solutions, by leading the team to foster strong relationships and drive customer satisfaction and retention.
What you will do:
- Lead, manage, train and coach a team of 4-5 Customer Success Managers working with ~20-25 Fortune 500 accounts each, with company objective of doubling the business over the next few years.
- Develop and execute strategies to ensure CSM’s are maintaining high levels of client engagement and satisfaction, building strong relationships, and tapping internal resources to support client needs and drive value.
- Lead continued development of overall customer journey, including specific steps, processes and tools. Ensure team meets clients at key moments of value, fostering renewal and growth.
- Design and implement scalable onboarding programs to ensure new clients effectively adopt and maximize the platform.
- Design and implement customer education initiatives, including partnering with other departments to design and implement webinars, tutorials, and knowledge base resources, ensuring clients fully understand and leverage all our products, with a focus on building and maintaining a very strong ongoing relationship.
- Establish and track KPIs around customer health, satisfaction, risk and opportunities. Present regular updates and insights to leadership, including predictive analysis and recommendations.
- Identify business trends to find opportunities for improving client satisfaction and customer experience, driving strong retention and growth.
- Partner with Account Directors to ensure they have all information possible regarding day-to-day client engagement, satisfaction, issues and opportunities as they pursue renewal and expansion opportunities.
- Partner with sales, product, and marketing teams to ensure a seamless customer experience and to provide feedback for platform improvements.
- Manage customer service related issues and escalations with agreed SLAs to ensure responsiveness to customer needs.
What you have done:
- 8+ years of experience in Customer Success, Account Management, or a related field; 3+ years in a leadership role.
- Bachelor’s degree required; Master’s highly preferred
- Demonstrated experience managing and developing Customer Success functions, in a B2B environment, with a strong eye towards Customer Lifecycle Management and Customer Advocacy.
- Proven ability to gather, organize, and analyze data for account and team management, strategy development, forecasting, health monitoring, and churn reduction.
- Background in Market Research, MarTech, Data & Insights, Marketing/Advertising/PR Agency or DaaS highly preferred.
- Excellent communication, problem-solving, and interpersonal skills, with the ability to build lasting customer relationships.
- Ability to think strategically while also focusing on tactical execution.
- Passionate about Cultural Intelligence.
- Travel up to 10%
Compensation: $140,000 - $150,000 base + bonus opportunity#LI-MG1 #LI-RemotePlease be aware that SMS/Text consent only allows us to text you regarding this job, and nothing else. We do not use candidate data for marketing purposes!
About Us:
Collage Group is the only cultural intelligence engine that fuses consumer, industry, and brand data to provide brands with insights on the why behind consumers’ behaviors – so they can act quickly to fuel growth. The company’s data science engine provides unrivaled depth of cultural insight from 26 billion primary data points. With access to head-to-head brand, category, and industry competitive assessments plus original, consumer-driven studies and weekly additions, the world’s leading brands rely on Collage Group to get a deep understanding of how to drive brand love and business growth by tapping into culture. Founded in 2009, culture has always been at the company’s core. Collage Group is a National Minority Supplier Development Council (NMSDC) certified minority-owned small business.
About Our Compensation Practices:
Typically, we hire at the midpoint of our range, but actual starting pay may be based on several factors, including, but not limited to, market rate, the qualified pool of candidates, internal compensation, candidate experience, and budgetary constraints.
Collage Group 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. All employees must be authorized to work in the United States.
