Customer Success Director
Negotiable depending on experience
About the role
At 15gifts we care deeply about the success of our partners. Everything we do is to impact our 3 Customer Success pillars; Strategic Partnership, Driving Value and Innovation.
The Customer Success team at 15gifts are trusted advisors, we’re there to building lasting relationships that enable adoption, help our clients scale and grow, and minimise the chance of churn.
The person we are looking for…
We are looking for a Customer Success Director to join the team, you will own a book of strategic clients.
A trusted, strategic advisor: you are expert at gaining a deep understanding of the business challenges and strategic goals of your clients, aligning them to 15gifts technology and services to create success plans and drive measurable value.
Commercial and data driven: you love data and can be a strategic advisor to spot challenges or opportunities for optimisation and growth. You can deliver against complex renewals and growth plans.
A leader within your client base and internal teams: you are expert at relationship building and consulting at multiple levels and can navigate complex organisational networks to executive level, building Champions and working with Executive Sponsors.
You will be responsible for
Actively responsible for the relationship and retention of our strategic, global clients
Establishing a trusted advisor relationship with strategic clients, driving consistent value from 15gifts products, data and services
Ensuring the full renewal of your client book and working with the Sales team on growth and renewal opportunities
Mapping clients’ organisation to identify key influencers and decision makers and building strong partnerships with Executive Sponsors and Champions across different teams
Understanding business goals and working with key stakeholders to develop a partnership strategy, delivering measurable outcomes
Providing value stories and insights to senior leadership to demonstrate ROI, planning and executing on performance improvement strategies
Coordinating and leading regular, multi-team Business Reviews for our clients with clear outcomes on client health and opportunities
Skills and Experience Required
5+ years of prior experience in a Customer Success role, 2 years+ in a Senior or Director role
Experience working with Fortune 500, strategic clients globally, across multiple teams / regions
Proven delivery on renewals, growth and negotiation
Can lead and direct an internal team on strategic planning with a client from goal creation to execution and delivery with clear success metrics
Can demonstrate ability to engage and develop Executive Sponsors at a strategic level
Experience in using CRM monitoring and tracking tools such as Salesforce and Gainsight
Excellent technical competence, is detailed oriented and has an understanding of data and digital.
Independent, self-starter who can prioritise, collaborate, manage multiple projects and initiatives consecutively and has experience working in internal account teams
Excellent interpersonal/customer relations skills; clear written and verbal communicator, confident in-person communicator and presenter
A master collaborator, has a passion for mentoring and sharing of best practices within the Customer Success team