Director, Customer Success

Company: Simpson Strong-Tie
Location: Lafayette
Posted on: October 23, 2024

Job Description:

Simpson Strong-Tie is a leader in engineered structural connectors, software, and solutions for the building industry. We maintain a reputation as a trusted manufacturer, partner, and corporate citizen committed to our customers and employees.Our founder, Barc Simpson established 9 Principles of Business we live out as company values and have made Simpson Strong-Tie an inspiring place to work since 1956. Our team of talented people are dedicated to our shared mission: to provide solutions that help people design and build safer, stronger structures.Learn about our company culture directly from our team.YOUThe Director of Customer Success will lead and drive the strategy and execution for a high-performing Customer Success team. The Director will be responsible for ensuring customers achieve their desired outcomes with our Digital Solutions, leading to high customer satisfaction, retention, and growth. This role requires a strong leader who can work cross-functionally with sales, product, and support teams to ensure seamless customer experiences and foster long-term relationships.WHAT YOU'LL BE DOING(% of Time)Leadership & Strategy: (25%)

• Develop and execute a comprehensive Customer Success strategy focused on time to value, customer satisfaction, retention, and growth.
  • Lead, mentor, and scale a team of Customer Success Managers (CSMs), Onboarding Specialists, Customer Support staff, and other sub-functions within the Customer Success department.
    • Align the team's goals with business objectives, ensuring that customer success is a core part of the company's growth strategy.Cross-functional Collaboration: (20%)
      • Collaborate with Sales, Marketing, and Product teams to ensure a seamless customer journey from pre-sale to post-sale, and ensure customer feedback is integrated into product roadmaps.
        • Partner with Sales to identify and support upsell opportunities and renewals, working closely with Account Management to meet revenue targets.Operational Excellence: (15%)
          • Establish and monitor performance metrics (customer health scores, renewal rates, churn rates) to optimize processes and continuously improve the customer experience.
            • Leverage training programs to address common customer challenges, improve product adoption, and reduce churn. Work with the training team to ensure customer education aligns with product features and updates.Customer Advocacy & Voice of the Customer: (15%)
              • Act as the voice of the customer within the organization, advocating for product improvements, and representing customer needs in executive meetings.
                • Ensure the customer training programs are aligned with customer needs and provide resources like webinars, tutorials, and documentation to enhance customer knowledge.Customer Onboarding & Retention: (15%)
                  • Oversee the customer onboarding process, ensuring customers quickly realize value from the software.
                    • Integrate training initiatives into onboarding to help customers effectively adopt the software and set the foundation for long-term success.
                      • Build and implement strategies for long-term customer retention and satisfaction by regularly measuring key performance indicators (KPIs) such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT).Customer Relationship Management: (10%)
                        • Cultivate relationships with key customers and serve as a senior escalation point for any customer issues, ensuring timely resolution.
                          • Develop programs for regular customer check-ins and business reviews to ensure customers are engaged and receiving the full value from our solutions.DESIRED SKILLS AND EXPERIENCEIf you can do everything listed above, you've got what it takes. Perhaps some of the following would be helpful too:
                            • 8+ years of experience in Customer Success, Account Management, or a related field, with at least 3 years in a leadership role.
                              • Experience in the software industry, preferably within SaaS or cloud-based products.
                                • Proven ability to lead and grow a team, driving accountability and results.
                                  • Strong strategic thinking with a track record of driving customer success initiatives.
                                    • A passion for building relationships with customers and helping them succeed with software solutions.
                                      • Knowledge of change management processes that can help guide customers through complex implementations or transitions, ensuring smooth software adoption, especially with large or enterprise-level clients.
                                        • Strong analytical skills with the ability to interpret customer data and KPIs to improve processes and results.
                                          • Familiarity with technical aspects of software architecture or programming (e.g., understanding APIs, integrations)
                                            • Familiarity with creating and managing online customer communities or user groups.
                                              • Excellent communication and interpersonal skills, capable of delivering presentations and engaging with C-level executives.
                                                • Familiarity with Customer Success tools (e.g., Gainsight, Salesforce, HubSpot) and experience working with data-driven customer health metrics.PHYSICAL REQUIREMENTS AND WORK ENVIRONMENTThe physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Office WorkerPHYSICAL REQUIREMENTSWhile performing the duties of this job, the employee is frequently required to sit, talk, and hear, and sometimes walk and stand. While performing the duties of this job, the employee may occasionally push or lift up to 25 lbs.WORK ENVIRONMENTThis job operates in a professional office environment where standard office equipment such as computers, phones, printers/scanners, etc. are frequently used.TRAVEL REQUIREDThis job requires 20% domestic travel.WORK STATUS & LOCATIONThis full-time, exempt position is remote.RELOCATIONRelocation is not available for this position.Pay$117700 - $240200 / yearPosted pay range is based upon national average and may vary depending on geographical work location#LI-RemoteREWARDS AT SIMPSON STRONG-TIEWe recognize and reward employees with a carefully designed and comprehensive rewards package, including competitive compensation, quarterly bonuses or commission and first-rate benefits. May exclude some positions, such as seasonal jobs.
                                                  • Quarterly Bonuses/Commission:You will be eligible for either a bonus or commission, paid on a quarterly basis. We believe all employees affect customers, sales and revenue - directly or indirectly - and should be rewarded by sharing the company profits.
                                                  • Benefits: We provide a wide range of benefits for eligible full-time employees including: medical, dental, vision, retirement contributions, employee stock purchase and bonus plans, pay for holidays, vacation, sick days, funerals and jury duty, years of service awards, employee discounts, employee referral bonuses, charitable contribution matching, education reimbursement and more. View benefit plan details here: .In keeping with our values and commitment to diversity, equity, and inclusion in our communities, we are an equal opportunity employer. This means that our employment decisions are based on your qualifications and merit, and our business needs.Please note all job offers are contingent upon a successful background investigation and drug test. Simpson Strong-Tie's drug policy is based upon Federal Law, and therefore will screen applicants for amphetamines, including methamphetamines, cocaine, phencyclidine and opiates.#NowHiring #GetHired #Hiring #HiringNow

Keywords: Simpson Strong-Tie, Champaign , Director, Customer Success, Executive , Lafayette, Illinois