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Sr. Director, Customer Success

Brainshark, the leader in Sales Enablement solutions, empowers companies to close their sales productivity gap in a whole new way.  Our double-digit growth, innovation and competitive culture are driven by our incredible employees who thrive on delivering customer value and customer experience.

We are currently looking for a creative, high energy, driven leader for our Customer Success team with proven success in growing and evolving Customer Success teams. 

Brainshark offers a fast-paced, innovative environment, where you can bring your ideas along with your laser focus on ensuring a stellar customer experience, while able to balance this with a respectful, healthy environment and lifestyle. 

Responsibilities:

  • Develop programs, strategies, process, and tools to support increased engagement, adoption, and usage of Brainshark’s solutions.
  • Increase renewal rates and decrease churn
  • Expand our revenue in accounts through supporting cross-sell and up-sell
  • Drive new business growth through greater advocacy and reference-ability
  • Define and Optimize Customer Lifecycle
  • Define segmentation of customer base and varying strategies
  • Identify opportunities for continuous improvement
  • Learn from best practices in industry
  • Define operational metrics for measuring the effectiveness of Customer Success
  • Manage and coach the Customer Success Managers to be successful in maintaining and expanding their customer accounts
  • Foster collaboration within team and across customer lifecycle
  • Encourage continuous learning within team
  • Create company-wide culture of Customer Success
  • Ensure that customers are represented through every stage of their lifecycle by collaborating cross-functionally with Sales, Marketing, Product, and other departments

Required Experience/Skills:

  • 7+ years of experience in leading customer-facing organizations
  • Ability to manage influence through persuasion, negotiation, and consensus building
  • Ideally combined background of post-sale and sales experience
  • Strong empathy for customers AND passion for revenue and growth
  • Deep understanding of value drivers in recurring revenue business models
  • Analytical and process-oriented mindset
  • Demonstrated desire for continuous learning and improvement
  • Enthusiastic and creative leader with the ability to inspire others
  • Excellent communication and presentation skills
  • Bachelor’s degree in a business-related field
  • A true passion for customers

 

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