Director, Customer Success

The Brinqa Customer Success organization is chartered to deliver on the promise of business transformation through accelerating the adoption of the Brinqa solution, delivering game-changing outcomes and superior customer experience. Our Customer Success team is responsible for developing long term customer relationships that drive usage, adoption, renewal and expansion of Brinqa products, and ultimately grow ARR.

We are looking for a strong leader and operator who can scale out the Customer Success function, and whose success will be measured by the team’s readiness, execution, and results measured by adoption, ARR retention and growth, and the overall alignment with the CustomerFirst organization. The ideal candidate will bring a commercial and customer-centric culture with a proven record of building and leading high- performance customer success teams. Reporting to the CCO, you will be a key member of the CustomerFirst Leadership team, driving proactive, cross-functional alignment while sharing and adopting best practices from the industry. You must be truly passionate about being the face of the function to customers, driving customer outcomes, and scale CS into a model that optimizes around the sales-, professional services-, customer support-, and the partner ecosystem.

If you are an entrepreneur with a passion for customer success and value realization around customer outcomes, this is an exciting opportunity to be a key leader for a category leader.

WHAT YOU WILL DO

• Create a culture of Customer Success with a deep sense of commitment towards our customers
• Implement Brinqa’s Customer Success strategy with the goal of driving product adoption, customer retention, maximizing ARR, and increasing customer satisfaction.
• Perform account assignments and communication with customers working closely with sales leadership.
• Own the relationship with key customer decision-makers and create a customer feedback loop.
• Develop and drive proactive customer retention strategies working closely with Sales leaders.
• Educate customers and connect them with resources needed to achieve product-use success such as forums, webinars, customer support, demos and other timely information to ensure customer satisfaction and success.
• Heavily influence the product roadmap with Product Management through advocacy of customer needs.
• Develop a digital-first strategy for Customer Success, enabling the organization to scale to hundreds of customers without having to add headcount. Customers at all segmentation levels would benefit from a strong self-service- and automation-based posture of the Customer Success organization.
• Stay current with industry trends to introduce new Customer Success offerings that allow for maximum impact to customers and Brinqa’s operations.
• Publish a quarterly internal customer success newsletter highlighting success stories and recognizing the contributions of colleagues
• Collaborate with marketing on all-things-customer, including customer quotes, testimonials, use case details, solution architecture, before-and-after, TCO and ROI

Measure effectiveness of Customer Success

• Establish a system for tracking the operational metrics that matter to achieving customer success.
• Create a cadence for reviewing metrics within the team and Brinqa executives, making recommendations for ongoing improvement across the organization.
• Identify opportunities for continuous process improvement and skills of the team, allowing optimal growth of the organization.

Financial Management

• Achieve retention and ARR growth goals.
• Implement a capacity planning model that optimizes Customer Success headcount to return maximum ARR growth through appropriate segmentation, process improvements, and automation.

Department Management

• Design and train customer success team to execute processes for Identification of “at-risk” renewal customers early in the life cycle.
• Coach customer success team to nurture strategic relationships, becoming a trusted advisor by deeply understanding customer goals/challenges and providing strategic guidance
• Relentlessly stay focused on hiring and retaining top talent working closely with the People ops team.

WHAT YOU’LL NEED

• Bachelors Degree, preferably in business-related discipline
• 8+ years of customer-facing experience in account management, sales, technical- or business consulting, strategy development and strategic planning, including GTM development in enterprise software with both on- premises and SaaS deployment models.
• 5+ years of experience building and leading a highly functioning customer-facing teams
• Experienced in managing high level customer relationships, negotiations, and transactions.
• Experience in creating a performance- and metrics-focused culture.
• Experience creating outcome-based services offerings for technically complex products.
• Experience working with cross-functional teams and in a matrix environment to achieve company objectives.
• Excellent reporting skills and the ability to effectively communicate key initiatives and measures across the business to drive proper escalation processes and management of risk.
• Strong empathy for customers and a passion for growth.
• Analytical and process-oriented mindset.
• Enthusiastic and creative leader with the ability to inspire others.
• Must be a team player and able to work collaboratively with internal and external team members.
• Must have the capacity to analyze/manage/understand big data.
• Must be process and systems oriented to lead functions optimally.
• Must be able to keep track of multiple moving parts and overlapping initiatives.
• Must be willing to get into the weeds on certain initiatives and delegate/manage others.
• Cybersecurity experience is strongly desired.