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Director of Customer Success

Bloom Equity Partners
Full-time
Remote
United States
Customer Support
Director of Customer Success
Customer Success
THE SPONSOR: 
 
Bloom Equity Partners is leveraging decades of investing and operating experience to rapidly unlock transformational growth and deliver superior returns to our investment partners and management teams.  Investing exclusively in lower-middle market technology, software and tech-enabled business service companies, Bloom drives enduring market value by partnering closely with founders and management teams, injecting capital to unlock growth and providing operational resources and expertise to enable meaningful step-change to the business. 
 
THE COMPANY: 
 
RightCrowd is a dynamic and rapidly expanding company in the Physical Identity and Access Management (PIAM) industry, focused on providing cutting-edge solutions to enhance security and streamline access control processes for a diverse range of clients. As we continue to grow and establish our presence in the market, we are seeking an experienced and forward-thinking Customer Success Manager to join our team. 


JOB SUMMARY: 
  • Manage the global Customer Success team: they build the team, create and have the final say on internal processes, and lead the team towards driving value for customers
  • Lead the development and execution of a customer experience strategy aligned with RightCrowd’s mission, vision, and objectives, focusing on customer satisfaction, retention, and expansion
  • Develop a Customer Success strategy to include customer success segmentation, CSM Coverage model, and KPIs 
  • Cultivate a customer-centric culture across the organization
  • Incorporate industry trends and best practices into strategy enhancements. 
 
Operational Excellence: 
  • Accountable for crafting and implementing strategies to enhance customer satisfaction, retention, expansion and success
  • Analyze customer data and product usage patterns to proactively identify opportunities for increased engagement, product adoption and value delivery 
  • Collaborate with cross-functional teams to address and resolve customer issues 
  • Own and manage select Tier 1 customers through a hands-on approach, fostering business partnerships
  • Provide oversight of internal processes shaping the structure and operations of the customer success team 
  
Team Empowerment: 
  • Foster a results-oriented team culture emphasizing customer outcomes and growth
  • Advocate for customers, ensuring value and positive experiences across their lifecycle
  
Collaboration: 
  • Assist with the launch of Voice of the Customer program and collaborate with the Product and Marketing teams to relay customer feedback, gather insights, and contribute to the continuous improvement of our RightCrowd Access product offering 
  • Partner with Sales teams to ensure a smooth handover process from the sales cycle to post-sale, ensuring alignment of expectations and successful adoption of our RightCrowd Access product solutions 
  • Cultivate and maintain customer relationships for insights into evolving needs, and assist with establish a Customer Advisory Board 
  
Customer Success Management: 
  • Monitor customer health and develop action plans to mitigate risks and address concerns, ensuring overall customer satisfaction. 
  • Own key Customer Success outcomes that include product adoption, customer retention, and expansion revenue
  • Collaborating with sales and marketing to create and optimize the upsell and cross-sell strategies the CS team uses to increase ROI
  • Identify upsell and cross-sell opportunities. Collaborate with sales leaders to offer account insights for pipeline building. 
  • Establish customer lifecycles, best practice playbooks, and business reviews. 
  • Map and optimize customer journey and health score, identifying intervention points, and experience improvement opportunities. 
  • Leverage data and technology for proactive measurement and improvement. 
  • Anticipate concerns, communicate internally, and assess risk drivers. 
  • Mediate customer interactions, resolve requests, and minimize churn. 
  • Deep understanding of software businesses, with knowledge of both the subscription/perpetual and renewal models
  • Draft, approve, and implement compensation plans for the entire CS team with the goal of encouraging productivity and performance and rewarding customer-goal and business-goal achievement
 
 
 
ESSENTIAL RESPONSIBILITIES AND DUTIES: 
 
  • Minimum 5 years of experience leading a customer success team with proven performance and specific revenue goals for retention and expansion including owning portions of the customer portfolio
  • Experience in a B2B customer success role with SaaS experience 
  • Experience working with software that requires implementation for the customer to effectively use the software
  • Experience defining CSM strategy including customer segmentation, CSM coverage model, KPIs, and communicating value of the CSM function across the organization
  • Ability to thrive in a fast-paced, dynamic, and collaborative environment
  • Collaborative across the organization and with external stakeholders
  • Excellent verbal and written communication. Excellent interpersonal skills. Full professional proficiency in written/spoken English. Ability to present clear, well-structured reports
  • Effective communication with C-level executives
  • Strong time management skills, ability to multi-task and perform well under pressure. Ability to adapt to changing priorities and meeting deadlines
  • Exceptional analytical aptitude and curiosity, detail oriented, and highly organized
  • Must maintain the highest level of confidentiality
  • Demonstrable success of building good relationships and partnerships with key influencers across the organization 
  • Must have the ability to make recommendations to effectively resolve problems or concerns by using judgment that is consistent with company standards, practices, policies, procedures, and federal regulation
  • Able to proactively develop team dynamics and performance, ensuring quality standards are consistently achieved
  • Proven record of driving adoption and growth
  • Expert-level project management skills
  • Self-driven and proactive nature
  • Passion for service: patient and active listener
  • Understanding basic IT security principles and best practices to maintain data privacy and protect against cyber threats
 
KNOWLEDGE/SKILLS/ABILITIES: 
  • Proficiency in CRM software and customer success tools
  • Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) 
  • Advanced Excel skills, including formulae, data manipulation, and analysis
  • Data visualization experience (e.g. Microsoft Power BI, Tableau)
  • High computer literacy and ability to learn new software tools 
 
 
Disclaimer:  This Job Description indicates the general nature and level of work expected of the incumbent(s).  It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent.  Incumbent(s) may be asked to perform other duties in addition to those described above. 
 
RightCrowd Software Pty Ltd. is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of any status or condition protected by applicable federal, state, or local municipal law. 
 
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