Associate Director Customer Success

Responsibilities:

• Drive Customer Success Outcomes
• Increase renewal rates and reduce churn
• Expand our revenue in accounts through cross-sell and up-sell
• Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
• Drive new business growth through greater advocacy and reference-ability
• Define and Optimize Customer Lifecycle
• Map customer journey Develop listening points in journey (e.g., usage, satisfaction, etc.)
• Standardize interventions for each point in journey
• Define segmentation of customer base and varying strategies
• Identify opportunities for continuous improvement
• Learn from best practices in industry
• Manage Customer Success Activities