Director of Digital Customer Success

This job description was captured on Chili Pepper website

Lead and motivate a team of MM and Enterprise CSMs to improve processes and exceed retention and product adoption targets.
Continually improve onboarding programs, focusing on improving time to value.
Design and implement programs to help customers adopt and embed the company into their day to day.
Drive efficiencies for the CS team by empowering them through technology and data to make their lives easier.
Develop and promote monthly and quarterly customer success objectives.
Draft detailed and accurate customer churn/risk/growth reports.
Perfect a customer success training program to onboard new employees quickly.
Partner closely with the VP of Sales to drive pipeline through referrals, advocacy, case studies and ROI anecdotes.
Partner closely with the Product and Marketing teams to ensure our product solves customer problems.
Partner closely with Customer Support and Engineering to ensure customer satisfaction.
Partner with the Team to hire talented new CSMs.

Previous CS management experience in a SaaS company.
Capacity to manage various projects and work to tight deadlines.
Excellent communication and leadership skills.
Experience scaling a team successfully.
In-depth knowledge of web development, change management and revenue operations are a huge plus.