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, Bloomington , Director, Customer Success, Executive , Lafayette, Indiana
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