Director Customer Success

Who we are

Incredibuild empowers developers and enterprises to radically accelerate their development cycles by shortening build times, allowing for more iterations and faster product releases. Thousands of customers including world-leading brands like Microsoft, Citi Bank, Nintendo, Amazon, EPIC and more, trust our platform to streamline and accelerate everything from compilation to release automation, generating great savings of resources and accelerating TTM .

We’ve helped developers and DevOps teams in thousands of companies reach and exceed their goals, among them fortune 50 companies as well as hundreds of successful startups to develop some of the most successful software in many industries such as gaming, Financial Services, Embedded Software, and more.

This is your opportunity to join a category leader and make a difference.

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As we continue to expand our global footprint, we are seeking a highly skilled and experienced professional to join our team as the Director Customer Success.

Who you are:

As Director Customer Success will play a critical role in driving customer satisfaction, retention, and growth, lead a global team of CSMs and TCSMs. The successful candidate will bring a solid background in Software and/or SAAS world, particularly in the B2B space, with a track record of effectively managing large customers.

What you'll do?

• Strategic Vision: Develop and communicate a strategic vision for Customer Success aligned with Incredibuild's overall business objectives. Identify new opportunities for growth, innovation, and differentiation in Customer Success practices.
• Customer Success Agenda: Define and execute a Customer Success agenda that focuses on maximizing customer value, satisfaction, as well as supports long-term retention. Develop and implement Customer Success programs, methodologies and account management processes, and implement best practices.
• Own the Renewals and Expansion Motions: Strong commercial skills and acuman.
• Lead a group that is charged with creating new opportunities with existing customers, build strategic account management plans for the larger accounts (top tiers) and harness the potential of smaller accounts to be able to continue to grow them for years to come.
• Leadership and Management: Lead and inspire a team of technical and commercial Customer Success managers (Account Managers), providing guidance, mentoring, and support to drive exceptional customer experience and performance and keep NDR at above 130%. Foster a culture of close collaboration with sales, marketing, support and other teams and maintain high sense of proactiveness and accountability in the team.
• Strategic Account Development – take best practices to the next level, leading a team of account managers that will drive accounts to become strategically connected with Incredibuild. Refine processes of identifying new use-cases, cross sales opportunities, and new directions. Maintain whale accounts, while ensuring we give enough attention to all customers. Build and nurture strong relationships with key customers, acting as a trusted advisor, escalation point and strategic partner. Understand their business goals and challenges, and proactively identify opportunities to drive Customer Success and value.
• Metrics and Analysis: Define and monitor key performance indicators (KPIs) and success metrics to measure the effectiveness and impact of Customer Success initiatives. Use data-driven insights to identify areas for improvement and make informed decisions and support .
• Cross-functional Collaboration: Collaborate closely with sales, solution architects, product, and marketing teams to ensure alignment and a seamless customer experience throughout the customer journey. Advocate for customers needs and provide valuable feedback to drive product enhancements (VOC).
• Industry Knowledge: Stay up-to-date with industry trends, best practices, and emerging technologies in the relevant space. Leverage this knowledge to drive continuous improvement and ensure Incredibuild remains at the forefront of Customer Success practices.

What You’ll Need:

• Proven experience (5+ years) in Customer Success and account management team management roles focusing on customer retention and commercial expansion.
• Verystrong technical / software acumen and knowledge
• Strong communication skills in English (native level preferred)
• Experience in the Software or SAAS space, in B2B environments. C++ context, DevOps experience, gaming industry experience will be an advantage.
• Track record of successfully managing and growing relationships with large enterprise customers.
• Strong leadership and people skills, with the ability to motivate and inspire teams.
• Excellent communication and presentation skills, with the ability to build strong rapport and effectively convey complex ideas.
• Strategic thinker with the ability to develop and flawlessly execute Customer Success strategies that align with the overall business objectives of the company and boost growth.
• Data-driven mindset, strong sense of numbers, experience in using analytics and metrics to drive decision-making and continuous improvement.
• Proactive problem solver with strong negotiation and conflict resolution skills, thrive under pressure.
• Familiarity with software development processes and technologies is a big advantage.
• Ability to travel as needed

Compensation Range: $175,000-$190,000 base salary (+ benefits, including generous 401K, unlimited PTO, medical coverage, life insurance, commute expenses, food allowance). In addition to the base salary, this role includes the opportunity to earn performance-based compensation and/or a discretionary bonus, in accordance with the Company's policies. Compensation finally awarded will be commensurate with the candidate’s skills and experience.