Customer Success Director, Aurea Software (Remote) - $200,000/year USD

Job ID: 4575

Description

Our software delivers value. But change is hard and achieving success is harder still. Are you someone who can develop good insights and lead through influence and consistency to deliver good commercial and operational outcomes? Aurea has an extensive, ever-growing catalog of proven B2B software solutions that provide extraordinary business value, and we need your expertise in our Customer Success organization.

You will work with our existing accounts, including many blue-chip companies. You will build relationships throughout these client organizations, from the working-level to the C-Suite. Your role is to be their essential partner, analyzing their current state and delivering insights and direction that help them succeed using our products. 

You will routinely meet with your accounts to drive focused discussions, good decisions, and internal momentum to improve adoption, consumption, and integration. You'll also liaise with Aurea's engineering, technical support, professional services, and other internal organizations to ensure they do their part to deliver for our customers. 

This is a unique opportunity to work with a broad range of industries and software products for a company that aggressively grows through acquisition. We want a proactive, consultative leader who wants to be the focal point at our client companies, delivering impactful, long-lasting results to businesses worldwide.

What you will be doing

  • Creating customer success plans that leverage insights and best practices, ensure clarity, drive alignment, and earn customer commitment
  • Checking-in with customers at all levels to make sure they are achieving the success they expect
  • Continuously contributing to the Aurea customer success program via improved processes, playbooks, data, insights, and coaching

What you will NOT be doing

  • Participating in feel-good but ultimately insubstantial meetings
  • Satisfying a bunch of near-term customer requests that don’t really move the needle
  • Jumping from client to client and project to project without building a long-term view and lasting, effective relationship
  • Working on things outside of customer success to achieve retention goals; for example, in this role, you won’t be selling renewals, upsells, or additional licenses

Key Responsibilities

  • Meet our account retention goals of 90% gross retention and 105% net retention. You will achieve this by working with your customers to maximize the business value received from deploying our products.  

Candidate Requirements

  • An undergraduate university major or minor in a technical discipline (e.g., engineering, computer science, physical sciences, math, applied economics)
  • 10+ years in the delivery of high-value customer success or consulting services to senior-level customers/clients
  • 5 years of experience in a Customer Success or a non-technical Consulting Role
  • 3 years consulting to C-level executives on digital workplace, IT and/or sales optimization solutions
  • Excellent English language skills - both written and verbal

Meet the hiring manager

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Steve Obia
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Customer Success Director
Steve Obia

Steve cut his teeth in Silicon Valley in the early 90s, before leaving for a life abroad. Now he's settled in Valencia, Spain where he...

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