Senior Director of Customer Success

AgilOne, the customer cloud, helps marketers understand and predict customer behavior to deliver automated, personalized experiences across all customer touch points -- online and offline. We leverage breakthrough science in machine learning and data quality management to deliver an easy to use, turnkey solution for marketers such as Tumi, Lilly Pulitzer, David’s Tea.

We are looking for an experienced energetic leader who is ready to roll up their sleeves and manage and grow a world-class customer success organization. AgilOne helps the world’s leading B2C organizations become customer-centric. This is a role that is key to our success as we are what we preach.

• Recruit, onboard, develop and manage global CSM team
• Create an engagement framework to manage the customer success organization and their activities to drive upsells and renewals across the customer lifecycle. This would include leading customers to value with our product through training, testing, add-on services and day-to-day thought leadership and client leadership.
• Identify upsell opportunities within accounts and work with sales and solution engineering teams as necessary to close deals
• Serve as the voice of the customer (issues, feedback, escalation, roadmap) between customer success organization and other supporting functions such as product, operations, support and management team
• Implement robust reporting and developing strategic insights and programs to improve customer success and represent issues and successes with the executive team on a weekly basis.
• Create and execute a quarterly business review plan with key accounts
• Run weekly Red Accounts process to assess health of every account and create a proactive at-risk account planning process adopted by every CSM
• Build the right relationships at executive level in the customer base

• 5+ years experience in leading customer-facing organizations
• Ability to manage influence through persuasion, negotiation, and consensus building
• Ideally combined background of post-sale and sales experience
• Strong empathy for customers and passion for revenue and growth
• Deep understanding of value drivers in recurring revenue business models
• Analytical and process-oriented mindset
• Demonstrated desire for continuous learning and improvement
• Enthusiastic and creative leader with the ability to inspire others
• Excellent communication and presentation skills
• Good knowledge of CRM, Digital Marketing and customer centricity
• Travel 30%