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SalaryAbout Supplier.io
Supplier.io is the leading data and SaaS provider to manage, optimize, and scale companies’ ESG and Supplier Diversity initiatives. Powered by unparalleled data intelligence, we connect companies with more sustainable and diverse suppliers so they can spend smarter and do business better. Working as a trusted advisor to procurement, Supplier.io's mission is to support every program by providing innovative and superior end-to-end ESG and supplier diversity sourcing solutions.
We are the pioneer and leading provider of data driven innovation and responsible sourcing solutions. Our mission is to help organizations track and grow business with diverse, small, social, and environmental suppliers to decrease supply chain risk, meet reporting requirements, make progress toward Environmental, Social and Governance (ESG) goals, and create positive economic and environmental impact. Come join a company with a great mission, culture, and innovative technology to make significant economic and environmental impact. For more information, visit www.supplier.io.
The Opportunity
We are seeking an experienced and dynamic Director of Customer Success to lead a team of Customer Success Managers (CSMs) who are responsible for portfolios of mid-to enterprise-level customers. The Customer Success Department is responsible for the following for existing customers: product adoption, managing and directing Customer Success functions, business efficiency/effectiveness, and driving customer satisfaction and retention. The department plays a critical role in ensuring our customers derive maximum value from our products, ultimately contributing to the company's growth and success.
The Director will have oversight of the department and personnel geared towards the success of customers and the company.
What You Will Do:
- Lead, mentor, and inspire a high-performing Customer Success team.
- Foster a customer-centric culture within the team and across the organization to ensure a collaborative and consistent customer experience.
- Provide guidance, coaching, and professional development opportunities to team members.
- Collaborate with sales, marketing, and product teams to ensure a seamless customer experience throughout the customer lifecycle.
- Oversee the onboarding process to ensure new customers have a smooth and successful introduction to our products.
- Build strong relationships with key customers, understanding their needs, and identifying where we can deliver value to their Supplier Diversity and ESG programs.
- Implement retention strategies to minimize churn.
- Anticipate customer needs and proactively mitigate risk throughout the customer life cycle, ensuring a frictionless renewal and negotiation process.
- Utilize customer data and feedback to identify trends, insights, and areas for improvement.
- Regularly report on Customer Success metrics.
- Document customer suggestions for product enhancements and innovation and share this input with the Product Team.
- Cultivate a community of satisfied and vocal customers who can serve as references, case studies, and advocates for our products.
- Proactively identify opportunities for process improvement and optimization within the Customer Success function.
- Stay abreast of industry best practices and emerging trends in Customer Success.
What You’ll Need to Succeed:
- Bachelor’s degree or equivalent professional experience required.
- 10-15 years of SaaS Customer Success experience across a variety of platforms.
- Strong leadership skills with a track record of building and managing high-performing teams.
- Excellent communication and interpersonal skills.
- Data-driven mindset with proficiency in utilizing Customer Success platforms.
- Working knowledge of the most current technologies and products used in the industry.
- Strong record of customer satisfaction across various computing platforms.
- Director level experience
