*This is not a remote position, the applicant must be willing to work in McLean, VA

As the Director of Client Success, you will build and lead the Client Success team, including Application Support Engineers and Technical Account Management. The Client Success team will help drive the technical portion of a sale as well as ensure CodeHunter customers successfully adopt the product with a positive experience, driving growth for AffirmLogic through renewals and expansion.

Responsibilities

  • Set the overall vision and strategic plan for the Client Success organization, focusing on driving product adoption, leading a positive customer experience, and driving growth through gross renewals and net retention improvements.
  • Drive customer outcomes, product adoption and customer experience
    • Lead the technical assessment as part of the sales process
    • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
    • Reduce churn and drive new business growth through greater advocacy and reference ability
  • Define and optimize customer lifecycle by driving programs and initiative to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement
  • Build and lead world-class team:
    • Recruit and develop a high performing team
    • Develop company-wide Client Success motion integrating processes, content and data to/from stakeholder organizations (e.g., Marketing, Sales, Product/Engineering, etc.)
    • Foster collaboration within the AffirmLogic team and across customers
    • Drive operational practices to track performance of teams and individuals
  • Work closely with the management to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., opportunities and risks)
  • Drive Account Growth Outcomes:
    • Expand our revenue in accounts through new sales and up-sell opportunities with our AffirmLogic
    • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
    • Reduce churn and drive new business growth through greater advocacy and referenceability
    • Deliver transformational leadership so that team is highly motivated and engaged. Be an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of the organization.
    • Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate

Requirements

  • 7 - 10 years of management experience leading teams in a software company
  • 5 years’ experience leading Client Success managers, account management, or sales teams. Professional services experience is a plus.
  • 3 years’ experience leading managers of teams in a SaaS or subscription enterprise software company
  • Proven experience leading teams, driving new and expansion sales, driving software adoption and leveraging Client Success best practices
  • Proven ability to develop strategies, translate them into initiatives and track successful delivery
  • Demonstrated ability to lead managers and successfully manage global, distributed teams across cultures, lines of business, and geographies
  • Possesses a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams
  • Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning
  • Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
  • Able to collaborate across the organization and with external stakeholders
  • Experience successfully working with senior (C-level) executives
  • Holds strong operational skills that will drive organizational efficiencies and customer satisfaction
  • Willing and able to address escalated client issues with speed and urgency
  • You share our values, and work in accordance with those values.
  • Successful completion of a background check.
  • Ability to use AffirmLogic’s CodeHunter SaaS product
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