Job Post

Senior Director, Customer Success

Quick Base
150 Cambridge Park Drive
Cambridge, MA 02140
Position Overview: Quick Base is looking for a Senior Director of Customer Success to lead a team 20+ Customer Success Managers and 4 Managers of CSMs (and growing).  We are looking for a strong leader with experience growing a high performance team that brings best practices based on 10+ years of experience in software, services and customer success.   The ideal candidate will have experience in a senior position managing customers and technical solutions in a SaaS model, software SaaS platform experience is preferred. He or she must have experience collaborating and consulting with senior level executives, e.g. Head of IT at Enterprise companies and C-level executives.    The Senior Director of Customer Success will work closely with the existing Quick Base partner network, outsourcing specific application building where appropriate.  He or she will also work in close partnership with the Sales Team, Solution Engineers and Product Management. This is an opportunity for a candidate to join a collaborative management team and to help define the future direction of a relatively new function at Quick Base.   Responsibilities:
  • Lead a diverse team of early career and experienced Customer Success Managers through high growth with a customer base of 5,400+ customers across small, mid, enterprise and strategic customer segments
  • Build strong relationships at a senior level with key stakeholders in IT and the business within large enterprise companies
  • The individual will be required to interface with customer IT teams, engineering teams, project managers, operations and similar internal departments to ensure the success of the client's solution
  • Provide continual improvement recommendations/direction setting and advice within the Quick Base Sales, Product, Pricing and Marketing teams
  • Sales support for expansions and complex deals
  • Lead a team while engaging personally on escalations and opportunities with customers
  • Key input on prioritization of product roadmap
  • Effective people management to include providing performance feedback, guidance and input on their goals and objectives; provide coaching and mentoring continuously
  • Set measurable targets for support and development based on agreement with the customer and monitor progress against the targets, creating action plans to address gaps and drive continuous improvement.
  • Excellent communication skills both managing up and down within Quick Base and the customer organization.
  • A highly consultative approach partnering with customer organizations
  • Ability to travel up to 25% of the time as needed
  Qualifications:  
  • 7+ years of operational experience leading customer success teams or software services teams in growth and large technology and SaaS companies – cloud subscription experience strongly preferred
  • Data driven leader with a skill-set to build, motivate, mentor, and retain teams
  • Ability to analyze existing customer facing processes and redesign into customer experience enhancing processes
  • BS degree in Computer Science, IT Service Management, Engineering, or related field or equivalent work experience preferred.  Advanced degree in business and/or or six sigma not required but would be ideal. 
  • Experience analyzing business and technical solutions holistically using data driven techniques.   
  • Able to calculate and communicate return on investment of business and technology solutions
  • Expert knowledge of industry best practices and basic architectural principles necessary for designing scalable, extensible and maintainable applications and services
  • Demonstrable experience in providing leadership in changing, ambiguous and challenging situations.
  • Very strong communication and planning skills with the ability to manage very demanding customers in escalation and sales situations. Clear presentation, written, verbal, and interpersonal communication skills are a must.
  • Good understanding of technical issues and opportunities related to modern cloud infrastructure and operations.
  • Strong leadership skills in managing a team of at least 20 individuals and providing the motivation, coaching, and development to grow your team’s careers
  • At least 10 years’ experience in services function and implementing/supporting SaaS solutions, platform solutions preferred
  • Experience cultivating, maintaining and growing critical, strategic enterprise clients and outside partners
  • Track record of proactively resolving escalated client service issues while sharing insights appropriately with the broader organization
  • Experience establishing and growing relationships with all levels within enterprise organizations: individual contributors to c-suite
  • Experience working with 3rd party service providers, able to identify customer needs and communicate the value of working with service providers
  • Sense of urgency to accomplish things quickly and ability to prioritize multiple tasks, handle heavy workloads, and deal with unforeseen circumstances
  • Experience working with relational databases
  • Experience with no code or low code platforms a bonus
  Personal Traits:
  • Driving yet collaborative; a good team and alignment builder
  • Results oriented with ability to develop collaborative relationships through strong communication, influence, and problem solving
  • Ability to develop and communicate a clear and compelling vision which inspires the team to think and operate ‘outside the job description’
  • Great change leader, customer obsessed, metrics, and data driven
  • A continuous learner.  Someone who seeks best practices, is open to new ideas, and continues to benchmark
  • Sense of urgency to accomplish things quickly and ability to prioritize multiple tasks, handle heavy workloads, and deal with unforeseen circumstances
  • Ability to anticipate problems and obstacles, and offer a sense of calm while delivering focused direction in times of crisis
  • Maniacal focus in delivery excellence and team development/empowerment
  • Strong executive presence and professional image; excellent organizational, communication, and presentation skills
Category: Customer Success
Full-time

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