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Director, Customer Success (REMOTE-WEST COAST Location)-SaaS/enterprise client level experience

Location: 

San Francisco, CA, US

Req ID:  874
Level of experience:  Management/Sr. Management
Remote:  Yes
Travel Required:  25%-50%

Ellucian designs technology that powers the educational mission of colleges and universities around the world. Inspired by that goal, Ellucian employees thrive as part of a high-performing global team committed to delivering a modern, connected, industry-leading experience for today’s students and higher education institutions. More than 2,500 institutions in 50 countries around the world look to Ellucian for the ideas and insights that will move education forward, helping people everywhere discover their futures through learning.

 

 

-F/T SALARIED PLUS BONUS

-LOCATION - MUST RESIDE IN WEST COAST LOCATION

-TRAVEL - UP TO 50%

-SEEKING SOMEONE THAT HAS WORKED AS A DIRECTOR, CUSTOMER SUCCESS FOR A SAAS FIRM OR HAS BEEN A PRACTICE DIRECTOR FOR LARGE CONSULITING/SAAS FIRM

 

Position Overview:

 

Ellucian is seeking a dynamic Director of Customer Success to lead our team of CSMs in the West and Central regions of the US. Higher education customers are transforming to modern campuses while leveraging technology and solutions to enable student success. Our Global Customer Success Services team is instrumental in providing high value expertise, proactive guidance and a world class customer experience that powers our customers’ success.

 

In this mission critical role you will be an essential member of the Global Customer Success Services Leadership Team responsible for the delivery of our customer success services and the related portfolio of enterprise and corporate customer accounts in the region. Desired business outcomes include ensuring high retention and renewal rates, customers broadly adopt, consume and expand their investment in Ellucian solutions, high customer satisfaction, and high employee engagement.

 

If you get excited about being at the forefront of partnering with customers & inspiring teams to help enable Cloud transformation & adoption, then we should talk!

 

Responsibilities:

 

  • Serve as a member of the Customer Success Services Leadership team
  • Lead a high performing team of customer success managers, ensuring high employee engagement and satisfaction
  • Achieve desired business outcomes for the region
  • Partner closely with the regional Sales teams to identify & implement thoughtful growth strategies to identify & drive expansion opportunities within our existing customer base
  • Build strong relationships with customers and become a trusted advisor to the customer.
  • Ensure customers derive maximum value and benefits with their investments in Ellucian products
  • Ensure continual communication with customers regarding current and upcoming product features and how these can be utilized by customers to address their business needs
  • Engage with product teams and customers to ensure effective communication of product roadmaps and their influence on customer activities
  • Manage a team of Customer Success Managers who support our global customer base
  • Coach and support existing CSMs; Hire and onboard new team members
  • Deliver on department-level goals around user adoption, support resolution, escalation management, renewals, customer satisfaction and team development
  • Identify processes and opportunities to improve the CSM delivery; initiate and lead Customer Success practice improvement projects
  • Partner closely with regional cross-functional leaders to align on regional goals and incentives for the business
  • Work cross-functionally with the various lines of business in the region to achieve desired results
  • Align closely with Sales leadership to establish regional and territory account plans and ensure team alignment within region
  • Enable strategies to increase renewal rates, reduce churn, and enhance our NPS within region
  • Passionately advocate for our customers’ success across all lines of business

 

Qualifications:

 

  • 7+ years experience in services leadership; with proven experience building & leading high performing teams. Demonstrated experience in enterprise account management and/or enterprise customer success management.
  • Customer Focused: Deep passion for customer success, coupled with a driving motivation to solve their problems and continually improve their experience
  • Background and knowledge of Cloud solutions and technology and / or understand how to effectively migrate on-premise customers to the Cloud – based on best practices
  • Must have the ability to explain solutions to diverse customers and ensure they are able to use applications and functionality effectively to accomplish their work.
  • Leadership/Management skills including strategic planning, talent development, budgeting, operation/process focus, risk management, executive escalation management
  • Experience working for a SaaS firm
  • Knowledge of, and end-user experience with, such technologies as student information systems, course management systems and web technologies. (experience with higher education software systems is a PLUS to have)
  • Previous experience in helping organizations through the transition from on premise to Cloud is highly desired
  • Proven ability to develop strong working relationships in a matrixed organization and establishing a high level of credibility across functional lines of business (ie: Sales, Cloud, Product, & Software Development)
  • Innovative thinking and growth mindset
  • Results focused with a strong bias toward problem solving, thoughtful action, repeatable and scalable processes
  • Ability to lead multiple projects and initiatives simultaneously as well as effectively collaborate across teams and work in a diverse, fast-paced environment
  • Excellent verbal and written communications skills, relationship management, client facing, negotiation, team-building, and problem-solving; with experience in presentation to senior levels of the organization

 

#LI-MR1

INDREMOTE

 

 

Ellucian provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Ellucian complies with all laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.  Ellucian expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Ellucian employees to perform their job duties may result in discipline up to and including discharge.


Nearest Major Market: San Francisco
Nearest Secondary Market: Oakland

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