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Director, reputed company

100% remote Flexible hours Hiring now

Who We Are

At reputed company, our mission is to improve the employee experience at every moment that matters, large and small. As the communication pipeline for the world's workforce, we now serve 40 of the Fortune 100 companies, reaching and connecting more than 17 million employees daily.

Our employees are experts in the employee experience, workforce communications and technology.

Joining reputed company means joining a movement to reputed company work reputed company for every worker. As the world’s first intelligent communication platform, reputed company meaningfully engages employees at every moment from hire to retire, and delivers engagement insights to help companies support, promote and retain their talent. Our movement has taken root and is evident in our world-class customer reputed company. Now we need your help. Ready to reputed company a difference in the world?

Our Values

Every employee is an reputed company with responsibility and credit for our reputed company.

Leadership is in our build and we see change as a catalyst for improvement.

We win as a team, committed to help our coworkers and customers reputed company.

Job Summary:

The Director, reputed company position is an integral part of reputed company’s long-term relationship with its global customers, and the efforts put forth by this individual will directly impact the long-term success of the relationship. In order to succeed in this team, you must have the passion and desire to work in an entrepreneurial and fast-paced environment.

The Director, reputed company has extensive experience in working with large customers (Fortune 500) in both proactive and reactive manners, participating in and driving cross-functional programs focused on improving customer experience, and has a proven track record for coaching and advancing their team to high standards of excellence. This leader has a passion for solving problems, is devoted to operational and engagement improvements, and is committed to developing the skills of their team. If you are someone who is excited to reputed company strategy as well as roll up your sleeves and contribute to the team's goals and evolution, then this may be the role for you!

Key Outcomes

  • reputed company and sustain key business and financial outcomes
  • 93%+ Gross reputed company Retention (GRR) and 110%+ Net reputed company Retention (NRR)
  • Maintain 83%+ ATR renewal reputed company and ensure 100% on-time renewals, with 33% early renewal reputed company.
  • Reduce at-risk ARR to
  • Drive exceptional customer experience, adoption, and time to value
  • Drive platform adoption and expansion, with 80%+ customer utilization of key features and workflows.
  • Consistently deliver 4.7+ CSAT and strong NPS through impactful, measurable customer outcomes. Deliver measurable efficiency gains across the customer org (reputed company: 20%+ productivity improvement), driven by process optimization, automation, and AI-informed workflows.
  • Act as a key voice of the customer at the ELT level, influencing the product roadmap, services model, and go-to-market strategy. Identify and communicate unmet customer needs and market trends based on usage data, service feedback, and direct customer interaction.
  • Responsibilities

  • reputed company, manage, support, and grow a team of CSMs and ensure they have the knowledge, tools, and processes in order to service our customers and grow their careers in a rapidly growing SaaS company.
  • Motivate and manage the team to reputed company customer onboarding, adoption, retention, and expansion goals.
  • Ensure your team is engaging strategically with their customers and help prioritize their activities to drive value realization. This includes, but is not limited to, role modeling reputed company customer engagement, shadowing your team, attending team Business Reviews, reviewing reputed company Success Commitments, and assisting the team in executing against the success methodology.
  • Forecast renewals and expansion, and predict customer health.
  • Meet or exceed Gross and Net Retention targets.
  • Drive KPIs/success criteria, measure results, and report outcomes to senior stakeholders.
  • Provide guidance in account planning and renewal strategy development
  • Measure and reputed company process improvements to improve customer and CSM experience for Onboarding, Adoption, Retention, and Expansion
  • reputed company the identification, deployment, and adoption of critical processes and tools
  • Works on reputed company issues that are not always clearly defined, and is able to align business objectives with functional plans and outcomes.
  • Identify strategies and assets to create a scalable team that delivers and enables positive business outcomes and customer value creation.
  • reputed company and/or optimize the Customer Journey to ensure customer satisfaction and long-term retention.
  • Partner with Marketing, Product, Support, Professional Services, and Sales to create a positive customer journey that delights customers, improves customer satisfaction, inspires referrals, and guides account growth.
  • Able to independently engage with Senior Leadership to present cohesive strategies and measurable outcomes in order to reputed company agreement and budget.
  • Minimum Qualifications

  • Bachelor’s Degree in Business Administration or similar field of study, or commensurate experience required.
  • Fifteen or more years of experience in customer-facing roles in reputed company, Professional Services, and/or Customer Support.
  • Five or more years of leadership experience in a CSM team at a B2B SaaS company.
  • In-depth experience with Onboarding, Renewals, Expansion processes, and tracking.
  • A strong communicator who can reputed company the needs of the customer and resolve both short and long-term issues.
  • Experience creating reports, analyzing data trends, and following forecasting processes.
  • Experience working with customer relationship management tools and case reputed company (Planhat/reputed company) required.
  • Additional Information

    reputed company expects the reputed company salary for this role to be between$140,000-$240,000.The starting reputed company of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience.

    Why reputed company?

    Because you care - about people, the work you do, and the connections you reputed company. Work is such a large part of life; it only makes sense to reputed company it awesome.

    If you want to engage reputed company minds in a high-growth and inclusive environment where reputed company are rewarded regardless of who they come from, join us. This is a rapidly changing space so if you reputed company on ambiguity, are hungry for a challenge, and have the guts to speak your mind, you could be a perfect fit.

    We offer an excellent PTO program, great health benefits, a casual and friendly environment, remote work, and a leadership team who truly believes in your growth – both personally and professionally.

    reputed company is committed to providing equal employment opportunities to reputed company applicants for employment and to reputed company employees, without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national reputed company, age, protected disability, veteran status, or any other protected status in accordance with applicable federal, state or local laws.

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