Senior Director, Customer Success

Decisions is a fast-growing, private-equity-backed technology company that provides an integrated workflow and rules platform for business process automation (BPA). Trusted by top Fortune 500 firms and SMBs worldwide, Decisions empowers diverse industries around the globe to streamline and improve their processes, enhancing efficiency and yielding results, regardless of technical expertise. This no-code automation platform seamlessly integrates AI tools, rules engines, and workflow management, enabling the transformation of customer experiences, modernization of legacy systems, and the achievement of automation goals three times faster than traditional software development.

Decisions is looking for a Senior Director of Customer Success, this role will own, lead, coach, and empower the CS Team (comprised of Customer Success Managers (CSMs) and Customer Success Operations). The CS team is responsible for helping our customers maximize the value of their use of our product suites and ensure adoption of the implemented solution. This role will also ensure that the CSM team is identifying renewals and growth opportunities at customer sites with the objective of driving incremental revenue for the regions. You have excellent Project Management skills and keep the lines of communication open by circulating reports that keep stakeholders and CS team members in the loop or escalate when needed. The Senior Director will lead strategic initiatives to enhance the customer experience and drive business value for our clients.

As the voice of your team, you’ll work closely cross-functionally with executive stakeholders and teams across Decisions, to regularly inform the progress and growth of your customer as well as raise any escalations and solve them through partnership. You will execute a comprehensive customer success strategy aligned with Decisions' business goals and objectives. You’ll use your previous Customer Success expertise to help your team build world-class relationships and help mentor and shape the next leaders of the organization.

The Senior Director of Customer Success position offers a unique opportunity to make a significant impact on our customers' success and satisfaction while driving business growth and innovation. You will have the autonomy to shape our customer success strategy, develop our team, and drive meaningful outcomes for both our customers and our organization. If you are passionate about delivering exceptional customer experiences and driving positive business outcomes, we’re excited for you to apply!

This position is on-site at our HQ in Virginia Beach, VA. 

Key Objectives

Objective #1: Team Leadership and Development:

• Oversee the team's progress while finding innovative ways to enhance productivity using strategic and tactical lens (Directors, Customer Success Managers and Customer Success Associates)
• Provide mentorship, guidance, and performance feedback to team members, fostering their professional growth
• Establish clear roles and responsibilities, delegating tasks effectively to maximize team productivity and efficiency
• Identify strengths within your team’s portfolio and turn them into growth opportunities
• Develop thoughtful onboarding and continuous cultivation of your direct reports, priming the next leaders within the organization

Objective #2: Own and Define the vision of Decisions Customer Success Strategy:

• Define success metrics and key performance indicators (KPIs) to measure the effectiveness of customer success initiatives - gross retention, opportunity identification for business revenue growth, net promoter score, etc
• Determine how to define, drive, and demonstrate the value (ROI) delivered
• Own delivery of Decisions projects at customer accounts to ensure deployment matches client executive and business sponsor expectations
• Develop and execute a comprehensive customer success strategy aligned with Decisions' business goals and objectives

Objective #3: Collaborate with internal teams to identify, develop and deliver Renewals & Expansion opportunities:

• Create a process to work with the CSMs & Sales team to deliver upsell opportunities
• Find expansion opportunities to increase use case count in production for customers and improve NPS scores
• Identify strengths within your team’s portfolio and turn them into growth opportunities
• Partner closely with Account Management to support continued customer growth
• Collaborate with Product Management and Engineering teams to relay customer feedback and prioritize product enhancements and feature requests
• Project Manage customer needs across teams, and coordinate communication from various Decisions teams to the customer ensuring consistency and clarity for the customer

Objective #4: Collaborate with our clients executive stakeholders to understand business objectives and identify strategic opportunities for professional services:

• Work directly with key project and executive stakeholders throughout the entire project life-cycle to ensure client satisfaction and adoption and lead
• Refine team processes and best practices of the Customer Success team to ensure consistent delivery and support for our customers
• Gather feedback from other departments, including Renewals & Expansion, Sales, Services, Support, Product, and others, to improve the customer experience
• Own delivery of Decisions projects at customer accounts to ensure deployment matches client executive and business sponsor expectations

Objective #5: Intimately understand your client’s business, identify problems which are key to their growth and/or survival, identify how Decisions can solve these problems with our platform: 

• Develop strategies for CSMs to deeply understand our customers’ objectives
• Empower CSMs to become a trusted advisor and advocate for the customers they serve
• Partner with product and engineering to continuously improve products and bring the voice of the customer into the organization
• Champion the voice of the customer within Decisions, advocating for customer needs and driving initiatives to enhance customer experience
• Solicit and gather customer feedback to identify areas for improvement and drive product enhancements and service improvements, which is managed by NPS score

Requirements

• You have experience with problem identification and Business Value Analysis and leading customers towards measurable ROI
• Detail oriented, comfortable with ambiguity
• Possess strong technological understanding and experience of enterprise software
• You have excellent communication skills and keep the lines of communication open by circulating reports that keep stakeholders in the loop on project status and in-sync with the latest development schedule and priorities
• You have experience with Agile project delivery, especially at scale
• At least 5 direct reports, while also managing multiple simultaneous projects under management
• Strong business acumen and the ability to translate business requirements into technical solutions that meet customer needs and drive upsells upon business need
• Proven presentation, interpersonal communication, documentation skills, highly organizational skills and proven ability to communicate our value proposition
• Demonstrated experience building and scaling a Customer Success focused business with accountability for financial targets
• Excellent leadership and team management skills, with the ability to inspire and motivate teams to achieve high levels of performance