Director Customer Success at Scale
Director, Success at Scale
Location: Boston, MA
Job Id: 1990
# of Openings: 1
Director, Success at Scale
Job description, low-code style:
As the #1 low-code application development platform, OutSystems provides customers with everything they need to build apps incredibly fast. So, let’s cut to the chase: we’re looking for a Director, Success at Scale to create and grow our Customer Success motion for one-to-many accounts. The role will have significant business impact by leading multiple teams within the Customer Success organization, who will cover OutSystem’s existing customer base of low-count license accounts. The primary objective of this hands-on, data driven leader will be to increase customer retention and growth within a high volume of low-ARR accounts. The ideal candidate will blend knowledge of customer success operations, customer engagement/outreach at scale, automation and data analysis in order to create a world-class one-to-many customer success team.
The longer story:
The OutSystems low-code platform enables customers to facilitate digital transformation through massive efficiency gains in building and supporting enterprise-grade applications. By leveraging automation, artificial intelligence and deep technology integrations, software developers and business users can build applications through an intuitive, visual interface, rather than traditional coding. Customers experience tremendous cost savings and create competitive advantages by developing custom applications in days and weeks versus months and years, despite a shortage of skilled developers.
Owning the orchestration of the strategic and operational CSM initiatives across both high-touch and one-to-many customer-focused teams, working closely with CSM leadership and CS Strategy and Operations to deliver strategic insights, provide solutions to challenges and recommendations based on business analyses.
Development of best practices for the SCALE team CS organization and articulate the value of these practices to stakeholders; identify gaps and propose changes to existing processes, develop scalable solutions and oversee key organizational metrics.
Promoting and overseeing user adoption of best practices
Mitigation of churn within long-tail of low-ARR customers. Protect the core while also expanding this customer base.
Development of SCALE CSM roadmap and lifecycle strategy, planning for CSM engagement and frequency of touches, both human and automated.
Data analysis in order to continuously gather insights on which factors are most effectively influencing renewal rates.
Results of the SCALE CSM team as it relates to Customer Success KPIs
Coordination with Success SBO and the VP of Retention and Lifecycle Marketing to refine and coordinate customer engagement programs.
Building and leading a vision for your team.
Delivery of trainings for customer end-user teams in varying functions (SDR, AE, CSM)
Delivery of an enjoyable experience for customers
Identify and own customer escalations to close
Conduct executive business reviews
Use data to proactively manage customer adoption and retention
We are seeking someone with:
6-8+ years experience across Customer Success, Operations or Strategy, Sales or Marketing Analytics, or strategy consulting, preferably within a B2B SaaS or subscription business environment.
Proven record of data-savvy, analytics-driven decision making in a fast paced environment
Leadership experience, especially around designing a strategy, building a system, and then leading your team to deliver results.
Experience working with Gainsight, Salesforce, and Tableau or other data-related software
Experience with customer lifecycle programs, customer success programs, and analytics preferred
Experience using automation to solve business needs at scale
Strong, self-starter approach with history of providing solutions
Excellent communication skills, both written and verbal, as well as excellent organizational skills
Effective interdepartmental communication skills
Knowledge and understanding of Sales as a discipline
Aptitude and passion for technology and software products/platforms
Our software platform is revolutionizing how organizations build and deliver business-transforming applications. OutSystems is one of the fastest growing B2B software companies in the world, with a base in Lisbon, Portugal, international locations in Atlanta, Boston, London, Utrecht, Frankfurt, Dubai, Kuala Lumpur, Tokyo, Sydney, and Singapore, and customers in more than 52 countries.
Recognized as a leader in our market by top analyst firms like Forrester and Gartner.
Winner of multiple industry awards, including the prestigious CODiE award.
Loved by customers who have voted us the best low-code software platform (Gartner Peer Reviews, TrustRadius, and G2 Crowd).
Working at OutSystems
We don’t have many rules, but we have a lot of common sense. Our commitment to our culture is highlighted in The Small Book of the Few Big Rules, written by our Founder and CEO, Paulo Rosado. This commitment to culture has landed us in the top six Forbes Best Cloud Computing Companies and CEOs To Work For four years running.
Disrupting the status quo is in our DNA. In fact, it’s why our company exists.
We ask “why” a lot. It helps us connect our individual work to the bigger picture, and sometimes even uncover a better way.
Our offices are great places to be, but will never be the stuff of future tech mockumentaries. We’re much more down-to-earth than that.