WHY DO WE NEED YOU?
The Customer Success Director at Verifi Concrete is responsible for ensuring customer satisfaction, retention, and growth by developing and executing customer success strategies. This role will collaborate cross-functionally to drive value for customers and align Customer Success with business objectives. This is an exciting opportunity to establish and define the Customer Success function and approach for Verifi.
Essential Functions:
- Develop and implement a comprehensive customer success strategy (20%): Create and execute a strategic plan to enhance customer satisfaction and loyalty.
- Oversee customer onboarding, adoption, and retention programs (15%): Ensure smooth onboarding processes and continuous engagement to retain customers.
- Lead the Customer Success team, including Account Management & Field Service (30%): Manage and mentor the Customer Success team to achieve their goals and deliver exceptional service.
- Establish and track key success metrics (NRR, CSAT, Churn Rate, etc.) (10%): Define and monitor metrics to measure the effectiveness of customer success initiatives.
- Act as a key voice of the customer in product development discussions (5%): Represent customer interests and feedback in product development meetings.
- Develop processes for proactive issue resolution and escalations (10%): Create and implement procedures to address and resolve customer issues promptly.
- Collaborate with Sales, Product, and Engineering to enhance customer outcomes (10%): Work closely with other departments to ensure customer needs are met and exceeded.
Qualifications:
Education:
- Degree or Program of Study: Business, Engineering, or Science Related (Required)
Work Experience:
- Experience in a Customer Success role in SaaS or industrial tech startups: 2 years (Preferred)
- Leadership & communication skills:
- 4+ years in top-tier customer success, consulting, strategy, business development, or corporate leadership roles (Preferred)
- Ability to work in a fast-paced, high-impact environment with a high degree of autonomy (Required)
- Ability to analyze data and use insights to drive strategy (Required)
Why Join Verifi Concrete? This role offers a unique opportunity to shape the Customer Success function at Verifi Concrete. You will have the chance to make a significant impact on customer satisfaction and business growth while working with a dynamic and collaborative team.
If you are passionate about customer success and ready to take on a leadership role, we encourage you to apply!
IS THIS JOB FOR YOU?
The Customer Success Director at Verifi Concrete is responsible for ensuring customer satisfaction, retention, and growth by developing and executing customer success strategies. This role will collaborate cross-functionally to drive value for customers and align Customer Success with business objectives. This is an exciting opportunity establish and define the Customer Success function and approach for Verifi.
Essential Functions |
% TIME |
Develop and implement a comprehensive customer success strategy |
20 % |
Oversee customer onboarding, adoption, and retention programs |
15 % |
Lead the Customer Success team, including Account Management & Field Service |
30 % |
Establish and track key success metrics (NRR, CSAT, Churn Rate, etc.) |
10 % |
Act as a key voice of the customer in product development discussions |
5 % |
Develop processes for proactive issue resolution and escalations |
10 % |
Collaborate with Sales, Product, and Engineering to enhance customer outcomes |
10 % |
TO MAKE SURE NOTHING IS FORGOTTEN
Education |
||
Degree or Program of Study |
Required/Preferred |
|
Business, Engineering or Science Related |
Required |
|
Work Experience |
||
Experience |
Years or Relevant Details |
Required/Preferred |
Experience in a Customer Success role in SaaS or industrial tech startups |
2 |
Preferred |
Leadership & communication skills |
|
Description |
Required/Preferred |
4+ years at in top-tier customer success, consulting, strategy, business development, or corporate leadership roles |
Preferred |
Ability to work in a fast-paced, high-impact environment with a high degree of autonomy |
Required |
Ability to analyze data and use insights to drive strategy |
Required |
LEGAL STATEMENT
Saint-Gobain provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Saint-Gobain is an equal opportunity employer of individuals with disabilities and supports the hiring of veterans.