ROLE: Director, Client Success

REPORTS TO: VP of Customer Success

WHY WE HAVE THIS ROLE:

This role is responsible for the overall administration of strategy, planning & execution for our Customer Success and Solutions Consultant/Partner Solution Engineer teams. Adlib is engaged with clients and partners with diverse needs and expectations. The Director, Client Success is responsible for holding themselves accountable for delivering on improved Customer Lifetime Value (customer expansion/footprint), feedback, customer retention, increased customer usage and adoption.

HOW WE MEASURE THIS ROLE:

o Determine best practices to engage new customers, assist them to maximize their experience with Adlib, and drive engagement programs that will grow adoption from existing customers sustainably over time

o Get things done by working collaboratively across departments and the organization

o Improve Customer Lifetime Value, customer retention, increased customer usage and adoption

SOME OF THE MAJOR DUTIES:

o Implement the strategic plan for the Customer Success organization

o Own a book of customers and work to ensure their success

o Planning, developing and directing of the customer success operations

o Build strong customer relationships and become trusted advisor

o Collaborate with Sales to identify opportunities to expand Adlib’s footprint and revenue

o Deliver on-going feedback to VP and management team with respect to prioritization of customer engagement strategy, methods and tactics

o Design and implement programs to drive customer engagement and ensure high levels of customer loyalty and satisfaction across all markets

o Eventually recruit, develop and lead the Customer Success team members, who serve as the voice of our customers and drive high levels of customer satisfaction

o Own escalations from customers and represent them amongst all levels of the business

o Own and drive efficiencies within Customer Success processes – create smarter ways of working

o Ensure smooth transitions and positive Customer Experiences from Sales to Services and renewal, including the ability to identify and act on opportunities to advocate for the customer

o Responsible for measuring, managing, and improving customer health, engagement, and value realization to ensure that investments made achieve the planned results

o Create best practices and streamline processes; establish customer success analytics; establish and communicate service metrics; monitor, analyze and communicate results

SOME OF THE QUALIFICATIONS:

o Minimum 6 years of work experience in a B2B SaaS Customer Success role

o Experience working with large customers

o Deep understanding of value drivers in recurring revenue business models

o A passion for developing and managing to key metrics, using those analytics to guide best practices for the organization

o Solid management skills with the ability to influence through persuasion, negotiation, and consensus building – including the ability to make a command decision when required

o Self-motivated and comfortable with a willingness to roll up your sleeves to get the job done

o They must have excellent organizational, interpersonal and communication skills and the ability to work with people at all levels

o Highly developed interpersonal skills with exceptional verbal/written communication style

o Proven success collaborating with cross-functional teams

o Proven ability to make business critical decisions in highly dynamic environment

o Experience working in the document automation and processing industry a plus