Customer Success Director

BrightTALK is a rapidly growing marketing platform for live event and video content targeting business professionals. With over 5.5 million users already registered, BrightTALK fuels a knowledge exchange among communities of professionals looking for information relevant to their jobs and careers. With offices in London, San Francisco, Denver and New York, BrightTALK is building a great company with a vibrant work environment.

We are looking for a Customer Success leader to join our San Francisco office and help to fuel the explosive growth of BrightTALK's SaaS content marketing platform. BrightTALK delivers high quality leads generated by connecting client content to millions of engaged professionals in business communities such as IT Security, Business Intelligence, Sales, Marketing and HR. Our Customer Success team’s objective is to retain and grow BrightTALK clients and their revenues through proactive, data-driven consulting. By providing timely insight on program performance, the team’s goal is to ensure our clients enjoy successful outcomes to their programs and increase their commitment to BrightTALK

* Create a consistent, effective, world-class customer success strategy * Directly manage the Customer Success team to achieve account revenue growth and retention goals * Train the team to proactively work with clients to optimize programs * Identify and create clear actions to address key red flags that could lead to dormancy and churn * Identify and create clear actions to capitalize on opportunities for upselling and cross-selling * Create and foster productive feedback and communication with the sales, product development and support teams * Build a culture of high performance within the Customer Success team and reward the achievement of strategic goals with company wide recognition and rapid development * Identify strategies to understand and improve our customer’s experience and improve our customer NPS score

**Skills** * Experience setting and tracking individual and team metrics - data-driven perspective with an ability to identify and impact underlying factors that drive performance * Content marketing strategist able to create great B2B content that attracts the right target audience (bonus points if you’ve worked with video and webinars) * Consultative client-facing experience with accounts of all sizes * Ability to work in a fast-paced, entrepreneurial, results-oriented culture where team members work together collaboratively * Excellent presentation, organization, communication and commercial skills **Experience** 5-10 years in a Customer leadership role at a media or martech company (or a company that sells advertising or demand gen)