Senior Director - Customer Success

Senior Director – Customer Success

A passion for customer success and laser focus on providing customer value.
Strong Understanding of business & technology
Strong Negotiation & Consultative Abilities
Ability to understand, articulate and manage customer expectations
Experience dealing with a variety of complex accounts & building relationships at C- Level
Experience in working with remote teams effectively
Ability to work in a fast paced, ever changing, start-up environment
Informal and people-centric approach to work and getting things done
Able to quickly establish credibility with the senior leadership team
Operating with a global mindset and leading with an external perspective
Outstanding communication skills
Knowledge of how enterprise implementations, professional services, support processes work – will be a definite plus.
10+ years of overall experience in leading customer oriented teams
The incumbent may be required to travel to customer locations on short notice, when required.
A degree in engineering or equivalent
PMP is an added advantage

Deliver ROI to the customers from the Zenoti products they subscribed to.
Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores
Define and Optimize Customer Lifecycle
Map customer journey
Develop listening points in the journey (e.g., usage, satisfaction, etc.)
Standardize interventions for each point in the journey
Define segmentation of customer base and varying strategies
Identify opportunities for continuous improvement
Learn from best practices in the industry
Measure & Improve the effectiveness of Customer Success, professional services, and customer enablement teams
Become Voice of Customer within the organization and drive cross-functional initiatives to improve customer engagement, adoption.
Be proud of what you work on, obsess about the quality of the work you produce.