Reference: 1052 07/06/2021 11:59:42

Director of Customer Success - USA.

Boston - USA $100K - $200K

CM Industrial has partnered with a Global Smart Buildings Tech firm that prides itself on optimizing energy insufficient and uncomfortable buildings while reducing operating costs. They are market leaders in their respective field within the smart buildings space and are looking to grow by 400% over the next 3-5 years.

After considerable growth already alongside further funding, my client is seeking a Director of Customer Success to be based in Boston or surrounding areas.

As the Director of Customer Success, you will own Account Management, drive user engagement and build the team responsible for ensuring happy customers that renew and expand their relationship with my client.

In the role, you'll be tasked with defining and owning each customer's journey, where you'll develop and evolve client programs by establishing best practices and tracking user engagement metrics across the user base. You'll be the lead key account manager, where you will facilitate the creation of and document for internal and external clarity, the clear goals that each customer is trying to accomplish.

My client is exemplary customer retention and your main KPI will be focusing on owning the renewal process and net negative churn goal, whilst working with sales to drive expansion within customer portfolios.

Other responsibilities include:

  • Work with internal service team and customers.
  • Hiring additional customer success manager(s).
  • Executive stakeholder reporting.
  • Lead Community Activities including the annual client conference.
  • Voice of a customer – document and provide feedback regularly to the product team
  • Consult with clients on stakeholder engagement to bring maximum value.

This is a big hire and the first of its kind for my client, so we're looking for the right mix of leadership, industry experience, and account management.

Key Requirements include:

  • A passion to work in the smart buildings/facilities management space and work with the BEST technology in our industry.
  • 7-15 years experience in the smart buildings/facilities management industry.
  • Good knowledge of HVAC.
  • Proven track record of achieving sales/account management targets.
  • 3+ years of leadership experience.
  • Degree Educated.

This is an urgent hire so if you'd like to learn more about if you could be a good fit for this position, apply direct or email and we'll set up a time to discuss further.

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Lewis Martin
Lewis Martin
Senior Business Consultant View Profile

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