VS
Venn StrategiesDirector, Customer Success
Director of Customer Success at Venn leading strategy in customer success function. Building processes and driving measurable impact across retention, expansion, and customer advocacy.
About the role
- Understand the entire customer experience, putting customers’ needs first and helping us evolve the customer journey as needed
- Develop a deep understanding of Pendo’s technology to help create customer success best practices (e.g. helping to inform standardized processes, creating presentations, reports, etc.)
- Maintain ownership of a portfolio of customers, developing relationships across a broad set of stakeholders while supporting existing teams to drive adoption, retention and mitigating risk of Pendo across their organization
- Establish and maintain relationships within multiple levels of the organization, including Executive Sponsors, Economic Buyers and influencers
- Conduct quarterly portfolio planning and internal account reviews to establish a clear view at least two quarters ahead of customer risks and opportunities
- Co-create Success Plans with your customers and deliver effective Business Reviews to develop a deep understanding of your customers’ business, their primary business outcomes, and tangible metrics for success
- Be accountable for enabling customers to achieve their desired outcomes, setting them up for success during critical moments of truth in the journey, as evidence over time through product adoption
- Be an advocate and voice for our customers internally and partner with cross-functional teams to facilitate successful implementation, adoption, expansion, and renewals.
- Provide internal operational support as needed - including creating or updating customer, reconciling invoicing on behalf of finance, and optimizing playbooks
Requirements
- At least 2 years of customer success, account management, consulting, or software sales experience
- Customer-facing experience within a software company is required
- Ability to interact with enterprise customer teams at various levels of technical and non-technical depth, and across multiple levels from end user through C-level stakeholders
- Ability to travel up to once a month
- Experience having led and organized Business Reviews and coordinating meaningful engagements /onsites
- Proven ability to manage multiple projects simultaneously while maintaining strict attention to detail
- Demonstrated ability to analyze data and business insights to influence stakeholder decision-making
- Experience discovering key goals and steering customer stakeholders with Success Plans
- Experience working with cross-functional teams and communicating common customer behaviors to the sales, marketing, and product teams.
- Bachelor's degree or equivalent practical experience preferred
- Consulting and sales experience are a major plus
Benefits
- Our salary ranges are based on paying competitively for our size and industry, and are one part of many compensation, benefits and other reward opportunities we provide.
- The expected salary range for this role to be performed in the United States is $110,000 base + 20% variable
- Reasonable accommodation for applicants with disabilities (contact [email protected])
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
GP
Grupo PanvelSenior CRM Analyst
Senior CRM Analyst understanding consumer needs for Hygiene and Beauty products. Managing and executing CRM communications and customer journeys within Salesforce Marketing Cloud.
PE
PeripassCustomer Success Manager
Customer Success Manager driving client success and upselling for logistics SaaS scale - up Peripass. Engaging with customers to maximize investment returns and enhancing the customer journey.
Data Analyst specializing in CRM focusing on strategic data segmentation and collaboration across teams at Omie, a technology company.
AD
AdtailMid-level CRM Analyst
Analista de CRM role at Adtail, a digital marketing agency enhancing customer interaction and satisfaction. Responsible for data analysis and customer onboarding strategies to improve performance.
AM
Amcham-BrasilJunior Customer Success Analyst
Customer Success Analyst managing B2B client relationships, ensuring success for various companies. Requires bilingual communication and flexibility for hybrid work.
Internship in Sales & Customer Success supporting event partnerships at Höme in Berlin. Engaging with partners, managing contacts, and enhancing customer success initiatives.
PI
PipedriveCustomer Success Manager
Customer Success Manager serving as trusted advisor for Pipedrive's strategic accounts. Responsible for onboarding, retention, and upsell opportunities within customer portfolios.
MO
MoBerriesCustomer Success Manager
Customer Success Manager assisting with onboarding for clients of SaaS company. Focusing on customer satisfaction and conducting training webinars while managing feedback.
VI
VitalSourceCustomer Success Specialist
Customer Success Specialist enhancing student experience at VitalSource Technologies. Supporting campus partnerships with training, reporting, and customer engagement activities.