About The Role:
As the Director Customer Success for our Enterprise business segment, you will use your superior account management expertise to scale processes and strategies that will support KeepTruckin’s largest and most complex customers. You will help initiate, guide and be the guardian of the action plans that add to, and maintain, KeepTruckin’s exceptional growth. Your success will be highly visible at the board level and be directly measured by Net Revenue Retention, Expansion ARR and NPS. As a manager you will help foster a healthy and scalable culture rooted in KeepTruckin’s values; Seeking Improvement, Be Transparent, Creating Trust, Embrace Diversity and Advocate for the End User.
Responsibilities:

• Crucial member of the CS Department’s Senior Leadership Team, helping guide and shape the future of the department and contributing to the future of the wider business
• Lead an organization of managers responsible for leading Customer Success Managers who drive the widespread adoption, value confirmation and ultimately renewal and expansion of KeepTruckin technology across our Enterprise Customer base - companies with more than 500 vehicles.
• Ensure segment level playbooks, strategy and programs are in place to ensure our client’s goals are met while simultaneously carrying a team quota to reach our organization’s revenue goals
• Identify opportunities for continuous improvement including evolving processes, playbooks, setting OKRs and guiding the broader customer journey
• Support customer expansion by maintaining and scaling existing processes while strategically exploring how KeepTruckin can increase value and commercial relationship with our existing customers
• Build and develop an efficient organization that maintains a high standard of excellence while providing exceptional support and service to customers
• Hire and nurture new talent into our world-class Customer Success organization by building a pipeline of exceptional candidates, establishing rigorous interview standards, setting high expectations on performance and providing constructive feedback
• Be an expert at leading best practices in change management for both our team and clients while finding ways for CSMs to deeply understand our customer’s objectives and become strategic trusted advisors by determining how to define, drive and demonstrate client value (ROI)
• Align with Sales and Marketing on expansion opportunities including hand-offs and CSM roles in the sales cycle to drive a predictable upsell and expansion
• Prioritize and personally manage escalations following methodical process for reporting up to Executives while supporting our service offerings, response level commitments, and commensurating to the level of effort required to properly service customers and improve renewal rates
• Partner with the Engineering, Product, Enablement, Sales and Technical Support teams to ensure positive customer outcomes
• Mentor, assist with account planning, performance management, metric pacing, pipeline generation, and forecasting for all team members
• Maintain relationships with executives at our largest partners

Required Experience/Skills:

• 10+ years of experience successfully leading regionally distributed teams, ideally in a B2B SaaS environment with roles in Sales, Account Management and Customer Success.
• Deep passion for Customer Success and excitement for KeepTruckin’s mission, goals and customers.
• Proven track record of successfully managing a team within established budget parameters, and allocating resources effectively based on internal and external demands.
• Background in sales pipeline management required.
• Ability to drive key initiatives cross functionally by leveraging both departmental and cross-functional relationship not directly under management
• Excellent interpersonal skills and empathy for customers
• Significant experience building customer relationships at senior level and handling escalations
• Ability to thrive in a cross-functional environment while juggling multiple responsibilities
• Talent for synthesizing complex ideas and communicating them in a way others can easily understand
• Have a mastery of negotiation, legal and procurement review so as to guide the team through those processes.
• An understanding of enterprise technology
• Bachelor’s Degree with MS or MBA preferred.

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