We’re hiring a Director of Customer Success who will lead a Customer Success team that works directly with our Case Management customers across the full customer lifecycle.This role will report to the SVP of Customer Success and be their trusted lieutenantfor proactively orchestrating customers’ activation, onboarding, adoption, engagement, value achievement, retention, and expansion.

This is an important and exciting role that offers the opportunity to make a significant impact to the thousands of Mission-driven organizations delivering direct services to vulnerable populations.Case Management’s Customer Success department owns the long-term relationship with our customers, and this role directly influences their experience and value realization. The successful candidate will be required to contribute to and deliver ondepartmental strategies to achieve company objectives and metrics, all while working closely cross-functionally to ensure a positive overall customer experience. The ideal candidate brings strong people management, a data-driven operating mindset, deep familiarity with the full Customer Success lever set, and the ability to build programs that scale without sacrificing customer outcomes. 

Responsibilities:

ImproveYour Teams’ Delivery of the Customer Journey

• Deeply understand Case Management products and how our products and services can be used by customers to achieve their goals / desired outcomes and realize value

• Define,implement, and maintaincustomer journey playbooks for your teams to consistently and proactively orchestrate our customers’ journey toward achieving their desired outcomes with our products and services

• Incorporate self-service and technology-assisted touchpoints that keep customers engaged and progressing toward value at every stage 

• Demonstrate fluency across the full Customer Success lever set - high-touch, pooled, low-touch, and tech-assisted - and know how to sequence and combine them effectively for a mid-market customer base 

• Leverage AI-assisted tools and workflows to improve CS operations - including predictive risk scoring, automated escalation triggers, and intelligent segmentation - and champion practical AI adoption within your team 

• Build a culture of data-driven decision-making, using health scores, product usage signals, and engagement data to forecast risk, identify expansion opportunities, and measure program effectiveness

Focus onCustomerValue

• Develop your team's organizational change management expertise so they can guide customers through adopting Case Management products and help those customers manage change within their own organizations 

• Implement and promote the Challenger approach among your team members 

• Define, drive, and demonstrate the customer value (ROI) delivered by Case Management's products and services

• Hold your team members accountable to deeply understand our customers’ goals / desired outcomes and guide those customers toward achieving those outcomes

• Manage escalations from your direct reports and follow a methodical escalation process to executives when necessary

Drive Customer Revenue Expansion

• Help define CSM involvement during the initial sale, renewal, and up-sell portions of the customer journey

• Align Customer Success with the Sales and Marketing teams on renewal and up-sell strategy,ensure smart hand-offs, and help everyone focus on customers’ desired outcomes and selling with a retention focus

• Collaborate with peers to provide feedback to Sales and Marketing on their prospecting approach and compliance with ideal customer profile(s)

Cultivate a Customer-Centric Culture

• Foster company-wide culture of Customer Success

• Support company-wide definition(s) of “ideal customer” by product and segment

• Contribute to a company-wide customer feedback loop (i.e., Voice of Customer)processes, especially gathering and acting on feedback from other teams and departments (e.g., Support, Renewals & Expansion, Sales, Marketing, Professional Services, Product) to improve our customers’ experience

• Collaborate with your peers to clarify ownership for each touchpoint and internal process of the customer journey

• Advocate for changes in other departments’ ways of working and collaborate with them to implement improvements

Customer Success Tech Stack

• Be an exemplary user of our Customer Success tech stack and promote your team’s and colleagues’ adoption of key processes in our CS tech stackand make it Case Management’s best source of truth for customer health, engagement, and CS metrics

• Work with CS colleagues to create and refine dashboards and reporting to measure customer health and success

• Collaborate with colleagues to implement ideas for using our tech stack to create scale for your teams while also improving customer experience and outcomes