Role: VP / Sr Dir / Dir of Customer Success

Reports to: SVP, Customer Success

Department: Support

Location: Austin, Texas

Summary

ClearDATA is seeking a talented Customer Success Leader to join our rapidly growing company. This is an excellent opportunity for you to leverage your customer relationship, technical and operations expertise at the intersection of Healthcare, Security and the Cloud.

The VP / Sr Dir / Dir of Customer Success is responsible for the strategy, tactics and daily operations of our Customer Success organization for a customer segment in partnership with the VP of Sales. This begins with the sales process and continuing post sale, through onboarding, managed services, ongoing product support, and professional services. S/he will ensure that the direction and execution of these teams are in alignment with the overall strategic goals and vision of ClearDATA.

This is a leadership role that requires significant cross-department collaboration. S/he will engage closely with Sales to ensure that customers are transitioned from Sales into Delivery seamlessly. S/he will also engage closely with Product Development to provide feedback for continual service improvement for all products and services. S/he will engage closely with Finance to manage operational expenses in the delivery of Customer Success services.

We are looking for people that want to always be doing more and learning more and are willing to work to make it happen.

What You’ll Do:

• Set, manage and achieve quarterly and other goals within the Customer Success organization to help meet individual and organizational objectives

• Responsible for the direction and strategy and quality of implementations, support and managed services, and professional services

• Coach, train and develop team into top performers through goal-setting, planning and frequent one-on-one interaction

• Contribute to customer journey mapping, process improvement, and product development

• Collaboratively work with all parts of the organization to drive customer experience iniatives

• Responsible for the KPIs and other metrics and contribution to department wide KPIs and other metrics

• Develop success plans for customers that outline their critical success factors, metrics for success, potential issues, and recommendations

• Partner with the Customer Success leadership team to set and deliver strategic initiatives of the Customer Success team

• Responsible for the key personnel-related decisions on your team and accountable for the results of your team

• Identify and mentor Customer Success Managers, Engineers, and future leaders in the Customer Success organization

• Build Customer Success organization for management scale in a 24/7 environment

• Accountable for the customer experience, driving iterative improvement across multiple departments

• Responsible for successful and disciplined Change Management

• Responsible for implementation and maintenance of tools as it relates to Operational function and how they integrate with other internal tools.

• Responsible for Critical Incident Management and will function as the executive escalation point for all escalations

• Responsible for legal review of SLA adherence and RACI changes from a delivery perspective

• Partner with Sales as the executive evangelist for customer experience

• Perform other job-related responsibilities as required

What You Need:

• Bachelors Degree in Computer Science, Business management or related field

• 7-10 plus years of related experience

• Managed Cloud, Managed Services or SaaS experience

• Proven ability to collaborate and build strong relationships with customers, especially at the Executive-sponsor level

• Experience in a high-growth environment in support organizations greater than 50 people

• Experience with 20k or greater per month customers

• Excellent verbal and written communication skills

• A strong and passionate desire to learn

• Occasional travel to meet with customers may be required (estimated 25%)

What Will Make You Stand Out:

• Experience with AWS, Azure, or GCP is a huge plus

• Experience in the healthcare IT industry

• Experience in a high-growth VC backed environment

Why You’ll Like Working Here:

• Dynamic company that rewards high-performers

• Be on the cutting edge of new technologies and services

• Collaborative team environment that values multiple perspectives and fresh thinking

• Servant leadership Management

• Business-casual dress code

• Flexible working hours

• Medical, Dental, Vision, HSA, Life and 401K

• Stock options

• Unlimited Vacation

ClearDATA is an EEO/AA employer M/F/V/D.