- Recruit, develop, performance manage, and lead a world-class Customer Success team
- Ensure team achievement of KPIs and operating metrics, including GRR / NRR
- Set cadence for communication and relationship building touchpoints between CSMs and Enterprise customers from time they are fully implemented through renewal
- Own the renewal motion, including forecasting, churn management, and operational workflows
- Serve as an escalation point for customers in the Enterprise book of business
- Ensure executional excellence in the CSM team; institute and uphold best practices to keep clients engaged with DebtBook to fully adopt the platform features and functionality
- Drive efficiencies and continuously improve the overall customer experience by collaborating with our sales, implementation, and support teams to provide a consistent and unified customer experience
- Build and deliver Customer Success programs tailored to meet the needs of customers at various stages in the customer journey, identify and mitigate risk, and foster deeper engagement
- Collaborate closely with our product and enablement teams to glean and share customer feedback on product features and use cases
- Utilize SalesForce CRM and ChurnZero to measure team performance, analyze trends, and identify opportunities for optimization (including team capacity, client retention, and expansion)
- Actively contribute to internal meetings, strategy development, and goal assessment as a member of the CS Leadership Team; work closely with the VP on long term planning.
- 7+ years overall experience working in B2B SaaS software companies with at least 5 years managing customer success and/or account management teams
- Track record of exceeding retention and expansion revenue goals
- Proven success building and leading Customer Success teams through transformational change
- Enthusiasm to actively invest time in developing, coaching and mentoring your team members around best practices for managing a book of business and thinking strategically
- Experience driving projects that improve operational efficiency and drive deep strategic value for customers
- Comfort in a fast moving startup environment with shifting business demands.
-
Customer Success Manager
Found in: Lensa US 4 C2 - 5 days ago
Money Fit by DRS Charlotte, United StatesWe're looking for a · Customer Success Manager · to join us here at Sign In Solutions. As our Customer Success Manager, we are looking for someone with a background in enterprise customer relationship management, dedicated to providing impactful solutions that result in highly ...
-
Customer Success Associate
Found in: Lensa US 4 C2 - 4 days ago
Infovisa Charlotte, United StatesJOB DESCRIPTION · Position Title: Customer Success Associate · Location: Cornelius, NC · Employment Type: Full-Time M-F, Exempt · Degree: 4-Year Degree · Minimum Experience: 3 Years · Position Summary: · The Customer Success Associate is responsible for initial relationsh ...
-
IT Customer Success Manager
Found in: Lensa US 4 C2 - 14 hours ago
Flexential Charlotte, United StatesJob Description: This fast-paced position will be responsible for managing day-to-day needs for colocation, cloud, and managed service customers. The primary goal of the Customer Success Manager (CSM) is to ensure that our customers derive maximum value and utilization from our p ...
-
Customer Success Manager
Found in: Lensa US 4 C2 - 2 days ago
DebtBook Charlotte, United States Full timeAbout this Role · Our Customer Success Management team is responsible for maintaining positive client relationships that ultimately lead to contract renewal with DebtBook. We're looking for an experienced Customer Success Manager with exceptional communication and relationship bu ...
-
Customer Success Associate
Found in: Lensa US 4 C2 - 23 hours ago
Figure Charlotte, United StatesAbout Figure · Figure is transforming the trillion dollar financial services industry using blockchain technology. · In six years, Figure has unveiled a series of fintech firsts using the Provenance blockchain for loan origination, equity management, private fund services, bank ...
-
Customer Success Representative
Found in: ClickTrader US C2 - 2 days ago
TEKsystems Charlotte, United StatesDescription: · In this role you will: · Support Small Business Credit Card customers in a contact center environment. · Perform moderately complex research in order to resolve more complex customer issues, which may involve communicating with internal partners in theeffort to ad ...
-
Customer Success Manager
Found in: Lensa US 4 C2 - 5 days ago
Clarivate Analytics US LLC Charlotte, United StatesEx Libris, a Clarivate Company, seeks a dynamic Customer Success Manager (CSM) to join our esteemed global Customer Success team. In this pivotal role, the CSM collaborates closely with our Consortia customers utilizing Ex Libris software, dedicated to fostering their success and ...
-
Customer Success Manager
Found in: Lensa US 4 C2 - 4 days ago
DAVIDOFF OF GENEVEA Charlotte, United StatesJob Description · Job Description Description: Under general direction of the Team Success Manager, perform a wide variety of duties to develop and manage a geographic sales territory by calling on existing accounts and adding new accounts based on need within that local market. ...
-
Customer Success Manager
Found in: Lensa US 4 C2 - 6 days ago
Polar Analytics Charlotte, United StatesJob Description · Job Description · Polar Analytics is a Full-Stack Business Intelligence Solution for Consumer Brands. A powerful, yet simple solution for business users to get the insights they need to succeed and make the right decisions. · Our mission is to empower indie DTC ...
-
Manager Customer Success
Found in: Lensa US 4 C2 - 5 days ago
Penn Foster Inc Charlotte, United StatesCompany Description · Our drive and control technologies ensure efficient, powerful and safe movement in machines and systems of any size. We inspire our customers with intelligent components, tailored system solutions, and services – from fully connected applications to the fact ...
-
Customer Success Associate
Found in: Lensa US 4 C2 - 6 days ago
Figure Charlotte, United StatesAbout Figure · Figure is transforming the trillion dollar financial services industry using blockchain technology. · In six years, Figure has unveiled a series of fintech firsts using the Provenance blockchain for loan origination, equity management, private fund services, bank ...
-
Customer Success Manager
Found in: Lensa US 4 C2 - 4 days ago
Polar Analytics Charlotte, United StatesJob Description Job DescriptionPolar Analytics is a Full-Stack Business Intelligence Solution for Consumer Brands. A powerful, yet simple solution for business users to get the insights they need to succeed and make the right decisions.Our mission is to empower indie DTC brands w ...
-
Customer Success Representative
Found in: Talent US C2 - 6 days ago
TEKsystems Charlotte, United States Contract to RegularDescription: · In this role you will: · •Support Small Business Credit Card customers in a contact center environment. · •Perform moderately complex research in order to resolve more complex customer issues, which may involve communicating with internal partners in the effort t ...
-
Senior Manager of Customer Success
Found in: Lensa US 4 C2 - 4 days ago
AvidXchange Charlotte, United StatesOverview: · As the Senior Manager of Customer Success, you will play a pivotal role in driving the success and satisfaction of our customers. You will lead a team responsible for retention and adoption strategies, ensuring that our clients maximize the value of our products/servi ...
-
Customer Success Account Manager
Found in: Lensa US 4 C2 - 3 days ago
Microsoft Corporation Charlotte, United StatesCome build community, explore your passions and do your best work at Microsoft with thousands of University graduates from every corner of the world. This opportunity will allow you to bring your aspirations, talent, potential—and excitement for the journey ahead. · Customer Succ ...
-
Product Specialist, Customer Success
Found in: ZipRecruiter Test10S US C2 - 15 hours ago
NetFoundry Charlotte, United StatesJob Description · Job DescriptionSalary: · About NetFoundry: · NetFoundry is the leader in Cloud Native Networking, enabling businesses to simply, securely, and cost-effectively connect distributed applications across edges, clouds, and service meshes. The NetFoundry platform, d ...
-
Customer Success Associate, Fulfillment
Found in: ZipRecruiter Test10S US C2 - 1 day ago
Figure Charlotte, United StatesJob Description · Job DescriptionAbout Figure · Figure is transforming the trillion dollar financial services industry using blockchain technology. · In six years, Figure has unveiled a series of fintech firsts using the Provenance blockchain for loan origination, equity managem ...
-
Customer Success Account Manager
Found in: ZipRecruiter Test10S US C2 - 15 hours ago
USHEALTH Advisors Charlotte, United StatesJob Description · Job DescriptionConsidering candidates who want to change their lives while helping others every day. If you feel you're worth more than your salary and have the ability to work harder towards your own dreams than someone else's, we have an opportunity for you. L ...
-
Senior WE Customer Success Mgr
Found in: Lensa US 4 C2 - 14 hours ago
Windstream Charlotte, United StatesWindstream Holdings, Inc., is a leading provider of advanced network communications and technology solutions for consumers, small businesses, enterprise organizations and carrier partners across the U.S. · As Kinetic, Windstream offers bundled services, including premium broadba ...
-
Customer Success Manager- Account Manager
Found in: Lensa US 4 C2 - 5 days ago
TalentBridge Charlotte, United StatesWe are currently recruiting for a unique opportunity with a growing and innovative manufacturer in the South Charlotte area. This role is a dynamic position giving the individual the opportunity to work with all facets of the organization and play an integral part in client devel ...
Director, Customer Success - Charlotte, United States - DebtBook
Description
Who We Are:
DebtBook is an industry-leading fintech software platform that revolutionizes the way local governments, higher education, healthcare organizations and their finance teams work. Our powerful, cloud-based software helps public finance teams manage all aspects of their debt, leases, and subscriptions, streamline financial reporting, and share information simply with others.
We are driven by a collective commitment to foster a Growth Mindset, exemplify the strength of One Team, consistently go Above and Beyond, and Take Ownership of our responsibilities and outcomes. Our mission is to cultivate an environment where innovation thrives, and our team members are empowered to reach their full potential.
About This Role:
Our Customer Success Management (CSM) team is responsible for maintaining positive customer relationships with a focus on customer satisfaction, which will ultimately lead to contract renewal with DebtBook. Ensuring that DebtBook's functionality is being fully leveraged in a fast-paced, high velocity environment is no easy task during a period of growth, so we're in need of a proactive, strategic Director of Customer Success to drive the continued success and growth within the Enterprise segment of our CSM function.
What You'll Do
What You Bring
Why DebtBook
Proud to be named one of the "Best Places to Work" by Charlotte's Business Journal, DebtBook is a fast-growing company where we dream big, move fast, make an impact, and bring joy to everything we do. Our core values drive our success as an organization, and we are looking for talented teammates who share our passion for challenging the status quo, innovating in all we do, and wanting to make a difference.
DebtBook is an Equal Opportunity Employer. We value diversity and prohibit discrimination and unlawful harassment in the workplace. All applicants will receive consideration for employment based upon their qualifications without regard to race, religion, color, national origin, ethnicity, gender, gender identity or expression, pregnancy, sexual orientation, age, marital status, genetic information, political affiliation, National Guard or veteran status, disability, or any other protected status under federal, state, or local law. We welcome and encourage applicants with disabilities to contact our team for assistance during the application and hiring process. We are committed to expanding accessibility and making reasonable accommodations in accordance with applicable law.