CyberCoders Customer Success Director - Retail Brands, SaaS, Personalization in Somerville, Massachusetts

Customer Success Director - Retail Brands, SaaS, Personalization Customer Success Director - Retail Brands, SaaS, Personalization - Skills Required - Client Retention/Expansion Assessment/Solutions, High Growth SaaS Solutions, Clothing/Sporting Goods/Consumer Products Vertical, Customer Advocate to Enterprise Client Orgs, Web Page Design/Websites/Mobile Web/Apps, Demand Generation/User Testing, eCommerce Conversion Rate Optimization, Supporting Sales in Retaining Clientele, Client Success/Customer Experience, Success Metrics Owner/Client Advocate/Onboarding

If you are a Customer Success Director/Manager with experience, please read on!

Based in Somerville, MA, we are a successful, high growth startup in the SaaS Retail Solutions & Personalization space. Our cloud-based platform empowers digital marketers to increase engagement and conversions of their visitors. The Customer Success Director (CSD) is a senior individual contributor position overseeing ongoing customer relationships with enterprise accounts. A CSD works with multi-discipline and client teams to drive the adoption and expansion of our solutions in specific geographic regions and verticals. A CSD has responsibility for client retention, expansion assessment and overall solution satisfaction.

What You Will Be Doing

  • Client Success / Evaluate and own the success plan of a client base across revenue, investment and usage for assigned accounts for life of accounts; assess and analyze results with a focus on optimizing success KPIs.

  • Onboarding Management / Oversee new client and expansion kick off, discovery, design, launch and initial optimization of assigned accounts.

  • Advocate for Client / Identify and quantify the key factors for customer success and then communicate them effectively to drive retention and expansion. The role contributes to creating a successful product and service roadmap, as well as supporting efficient marketing services and messaging.

  • Success Metrics Owner / Validate key performance indicators and success criteria resulting in solution or externally based ROI dashboards ensuring impact validation in support of retention and growth efforts with each assigned customer.

  • Health Management / Oversee product training and knowledge, validation of assigned account platform certification (applied knowledge) and results (key feedback metrics). Establish, maintain and plan to maximize platform satisfaction. Know the organization, players and org influence on success.

What You Need for this Position

At Least 5 Years of experience and knowledge of:

  • Retail Brands Vertical

  • Real-Time Personalization Software

  • High Growth SaaS Solutions

  • Customer Advocate to Enterprise Client Orgs

  • Demand Generation/User Testing

  • eCommerce Conversion Rate Optimization

  • Supporting Sales in Retaining Clientele

  • Client Success, Customer Experience, Client Services

  • Success Metrics Owner/Client Advocate/Onboarding

  • Client Retention/Expansion Assessment/Solutions

  • Web Page Design/Websites/Mobile Web/Apps

  • Bachelors or MBA in related degree

What's In It for You

  • Competitive salary ($110,000 - $140,000 base DOE)

  • Bonus

  • PTO

  • Medical

  • Dental

  • Vision

  • 401(k)

---Please apply today if interested or you can send your resume to me directly (Word format please): katy.bruce@cybercoders.com

So, if you are a Customer Success Director - Clothing, Consumer, Sporting Goods with experience, please apply today!

Applicants must be authorized to work in the U.S.

CyberCoders, Inc is proud to be an Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by law.

Your Right to Work – In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

Customer Success Director - Retail Brands, SaaS, Personalization MA-Somerville KB2-1365581