Playvox

Director, Customer Success

We believe that a great customer experience starts with people. At Playvox, we are a customer-obsessed organization. We’re looking for a Director, Customer Success to contribute to the leadership of our Customer Success team. This role will be focused on leading a team of Customer Success Managers and driving the strategy of long-term relationships, growth, and expansion of the Playvox customer base. This is a role for someone who is strategic, can be a leader, and has a passion for helping customers.

Responsibilities:

  • Lead a team of Customer Success Managers who each manage a full customer account portfolio
  • Drive strategic relationships with customers
  • Proactively engaging with customers in steering committee calls, executive business reviews, and act as an escalation point of contact
  • Establish cross-functional relationships within the Customer Success organization to support and optimize processes in Onboarding, Support, and the Solutions Consulting team
  • Collaborate cross-functionally to identify adoption and utilization trends, provide recommendations based on risk and customers needs
  • Partner with the Sales team for strategic input in potential opportunities or RFPs
  • Work cross-functionally with the Marketing teams on customer needs and strategic marketing plan
  • Maintain the overall health of accounts to ensure account success and growth
  • Lead and mentor the Customer Success Managers to uncover cross-sell opportunities and drive expansion within current accounts to continue to provide exceptional value to customers
  • Strong understanding of the Playvox platform and similar SaaS solutions within the contact center industry to be a SME
  • Serve as the voice of the customer to drive improvement across all areas
  • Forecast revenue and meet team quarterly and annual goals
  • Forecast and monitor retention and corresponding trends

Requirements

  • Bachelor’s degree in a business-related or technical field
  • 10+ years of B2B SaaS client-relationship management experience
  • Experience inspiring, mentoring, and leading a team of high-performing individuals
  • Leader in change management and proven ability to develop executable strategies
  • Understanding of customer health metrics
  • A master of customer success tools, process, and best practices
  • Excellent presentation skills and the ability to communicate at all levels of an organization
  • Ability to work with a cross-functional and global team, across multiple time zones
  • Excellent written and verbal communication skills
  • Strong attention to detail, both written and verbal
  • Full fluency in English
  • Experience in the contact center industry is a plus
  • Fluency in Spanish or Portuguese is a plus

Playvox embraces diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. If there is anything we can do to create a more comfortable interview experience for you, please let us know.