Director, and Customer Success Operations

Director, Renewals and Customer Success Operations

Director, Renewals and Customer Success Operations

Role overview:

As the Operations Director for Renewal and Customer Success function, you will be pivotal in maximizing customer lifetime value and driving the long-term success of our business. In this role, you will lead a team responsible for the entire renewal and customer success operations. Your strategic vision, operational expertise, and reporting skills will be essential in developing and executing renewal and customer success strategies that elevate customer experience, optimize revenue, and drive business growth.

• Design and execute a comprehensive renewal and customer success operations strategy that aligns with overarching business objectives and revenue targets.
• Foster cross-functional collaboration: collaborate with Sales, Customer Success, Legal, and Finance teams to synchronize renewal goals, policies, uncover growth opportunities, and proactively mitigate churn risks.
• Stay informed: maintain a deep understanding of industry trends, competitive landscape, and customer feedback to refine renewal strategies and enhance decision-making.
• Oversee renewal process: manage the end-to-end renewal process to ensure timely and accurate renewals, upsells, and expansions.
• Optimize processes and tools: implement and continuously improve processes, policies and tools to boost efficiency, accuracy, and scalability in renewal management.
• Build strong customer relationships: cultivate relationships with key customers, understanding their business needs and proactively addressing concerns.
• Collaborate for success: work with Sales and Customer Success teams to identify and overcome barriers to renewal, such as product adoption, customer satisfaction, or contract-related issues and renewal policies.
• Proven track record of spearheading initiatives to reduce churn and developing reporting mechanisms to track churn metrics.
• Establish KPIs: define and monitor key performance indicators (KPIs) to evaluate renewal strategies and identify areas for improvement.
• Analyze renewal data: conduct analyses of renewal and customer success metrics, trends, and customer behavior to generate insights and actionable recommendations.
• Reporting and insights: prepare detailed reports and presentations for senior leadership, showcasing renewal performance, revenue forecasts, and retention rates; drive monthly/quarterly business reviews for leadership teams.
• Planning and forecasting: track in-quarter outlooks and end-of-quarter actuals against forecasted plans and provide insights to leadership using forecast data.
• Drive strategic decisions: use data-driven insights to inform strategic decisions aligned with business objectives and revenue goals.
• Cultivate a customer-centric culture: foster a customer-centric mindset within the renewal team, prioritizing customer experience and success.
• Enhance collaboration: partner with the Customer Success team to develop proactive engagement plans that deliver value and boost renewal rates.
• Improve onboarding and adoption: identify and implement initiatives to enhance onboarding, adoption, and overall experience in collaboration with customer success and cross-functional teams.
• Drive continuous improvement: seek opportunities to refine policies, processes, and strategies that improve the customer experience, renewal and retention efforts.

• Leadership experience: minimum of seven to ten years in a senior role overseeing subscription renewal and customer success operations or a comparable SaaS role.
• Proven ability to develop strategies, translate them into initiatives, and track delivery.
• Analytical proficiency: strong ability to analyze data, identify patterns, and make data-driven decisions.
• Negotiation and contract management: expertise in negotiation and managing contracts with a focus on revenue maximization and churn reduction.
• Team leadership: track record of leading and motivating teams in a collaborative, achievement-oriented culture.
• Cross-functional collaboration:
  
  adept at facilitating cross-functional teamwork, building trust, and communicating issues effectively.
• Communication and interpersonal skills: strong ability to build relationships and influence stakeholders at various levels.
• Technical knowledge: experience with CRM, customer success and renewal tools (e.g., Salesforce, CPQ, Clari, etc.) is highly preferred.

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The minimum and maximum base salaries for this role are posted below; the role is eligible for bonus potential, equity and benefits. The range reflects the minimum and maximum target for new hire salaries in the U.S. and will depend on location and factors like skills, experience, and education.

US Pay Range

$200,400 — $280,800 USD

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