Driving retention and growth by shaping customer relationships is the core of this leadership role, championing the Voice of the Customer across the organization. The Director of Customer Success will develop, oversee, and drive the company’s customer success department, leading high-impact initiatives that strengthen customer relationships and ensure seamless collaboration across teams.
Responsibilities
Evaluate existing customer success operations and drive improvements to processes, metrics, and performance
Deploy and oversee disciplined client management strategies across the entire customer base that revolve around building enduring relationships with clients
Partner with Sales Leadership to develop strategies and goals around upsells, expansion, and renewals, resulting in a positive impact to customer lifetime value
Exude self-motivated ownership of metric-driven results, continually acting with a sense of urgency to ensure that results are attained, if not exceeded
Lead and manage a Customer Success team, inspiring and mentoring Customer Success Managers, including the hiring and retention of top talent while continuing to grow an existing customer success organization
Lead account team activities, including coordination of learning opportunities, insights across market segments, and best practices in client service
De-escalate and resolve complex client situations both internally and externally
Collaborate with Sales, Product, Marketing, and other teams to support and develop customer-facing events, communications, and initiatives that enhance customer experience
Provide feedback to product, sales, and marketing teams for continuous improvement of the company’s products and service offerings, including external positioning
Continuously define segmentation of the customer base, build out corresponding strategies, and identify opportunities for ongoing improvement
Drive customer lifetime value and Net Revenue Retention growth through higher product adoption, customer satisfaction, and overall health scores
Design a scalable process to support and engage with a rapidly growing customer base
Establish a system for tracking and forecasting operational metrics for the Customer Success team, measure effectiveness, and optimize across all stages of the customer success journey
Responsible for continuous improvement of the customer success journey
Develop executive-level relationships with our key customers
Deliver meaningful strategic and tactical recommendations to executive leadership on customer trends and health
Requirements
7+ years of experience in Customer Success, Account Management, or a related field
5+ years of experience in a leadership or managerial role, preferably within a SaaS or technology company
Millions of jobs, with real people getting hired every day
200,000+
New jobs added daily
7,000,000+
Verified job listings
1,000,000+
Tailored applications submitted
Experience managing teams of people, implementing major process improvements and developing data-driven strategies
Superior self-directed work habits, exhibiting strong initiative, drive, creativity, maturity, self-assurance, and professionalism
Strong written and verbal communication skills
Strong project management skills; highly organized and solution-driven
Experience managing multiple projects, work prioritization, planning, and execution
Excellent critical thinking, organizational, and problem-solving skills
Outstanding time management skills and the ability to prioritize work
5-10% of your time may include travel for client visits, conferences, networking events, or other work-related events
Nice to have:
Deep familiarity with Customer Success platforms (e.g., Gainsight) and CRM systems (e.g., Salesforce)
Experience implementing or optimizing Customer Success tools and processes
Experience leading organizational change initiatives, especially related to Customer Success team scaling efforts
Experience using a clinical trial management system and/or other software solutions supporting the Clinical Research industry
Benefits
The company sponsors health insurance, long-term disability, and life policies
Unlimited Paid Time Off
9 paid Holidays
Paid Parental Leave
Work Anniversary Bonus
Participation in the Employee of the Quarter Program
Monthly $100 Connectivity Stipend Reimbursement
RealTime matches employee 401K contributions at 100% of the first 3% invested and 50% of the next 2% invested
About the Company
RealTime eClinical Solutions is a global leader and rapidly growing SaaS technology company that provides comprehensive software solutions to the clinical research industry. Its vision is to reshape the global clinical research industry with innovative solutions that help advance medicine and save lives. The company's cloud-based solutions are dedicated to solving complex problems and simplifying clinical research processes to be more organized, efficient, and cost-effective.
