SparkCognition is an award-winning developer of enterprise-scale AI solutions that allow organizations across industries to predict future outcomes, automate processes, and prevent cyber-attacks. We do this for some of the biggest brands in the business by allowing them to analyze, optimize, and learn from data, augmenting human intelligence and delivering a better, safer, and more sustainable bottom-line result. The company is venture-backed, with a marquis client list, world-class board of directors, and globally recognized advisors, and has experienced exceptional growth (CAGR 100%+) since its inception in 2013.
We are looking for a driven, talented, and experienced Director of Customer Success who will work with our customer's executives and user base, as well as our business and technical teams. This critical role will drive the post-delivery customer journey to ensure our solutions continuously deliver or exceed expected customer value. As the Director of Customer Success, you will build a global team of Customer Success Managers who orchestrate the customer journey, enable customers to realize full value, and drive ongoing enhancements to SparkCognition solutions. This is a highly visible role that offers the opportunity to meaningfully drive success internally as well as to our valued customers.
If you were already working for us, you would be:

• Retaining and growing customer relationships to meet or exceed annual revenue goals
• Leading the expansion of the Customer Success team to support rapid customer growth, global expansion and broadening SparkCognition solutions
• Partnering with other cross-functional teams to develop a clear customer journey for all solutions and ensure operational excellence
• Building upon existing key drivers for customer success and value, and building a scalable CSM engagement model to deliver results
• Promoting a culture of excellence, best practices and innovation for all team members during a period of rapid growth, and driving high levels of customer satisfaction
• Delivering timely and tailored communication for various audiences: sales teams, product managers, partners, and C-level executives
• Tracking, anticipating and addressing challenges before they become risks
• Effectively and proactively communicating with customers and building a trusted relationship
• Ensuring the adoption of our solutions by supporting product training, collecting product feedback, and advocating for customer needs

You may be a fit for our team if you:

• Have 15+ years of overall experience in software services delivery and support
• Have 10+ years management experience in leading customer success/account management teams
• Have a minimum of 5 years of software deployment experience, ideally implementing SaaS solutions
• People management of global teams
• Demonstrated experience and confidence managing complex customer relationships
• Experience facilitating working sessions with customer stakeholder groups and internal teams
• Can translate between business and technical domains
• Are highly organized and have a self-directed business style with a strong ability to prioritize
• Have excellent presentation, communication, and interpersonal skills
• Can juggle multiple customer relationships and initiatives simultaneously as well as effectively collaborate across teams and to work in a diverse, fast paced environment
• Have a bachelor's degree, ideally in a technical field (e.g. CS, engineering); Masters preferred

It would be great if you had:

• Certifications such as PMP, etc.
• Account planning and growth experience
• Prior work experience in one or more of the following industries: Consumer Packaged Goods, Manufacturing, Supply Chain, Oil & Gas, Utilities
• Exposure to and/or interest in data science, artificial intelligence, machine learning, predictive maintenance, natural language processing

SparkCognition is an equal opportunity employer, dedicated to diversity, equality, and inclusion, and provides equal employment opportunities to all employees and applicants for employment. SparkCognition prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.