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**Overview***:
We are seeking a Director of Customer Success to lead our Customer Success team and drive the strategic initiatives that ensure our clients’ success. This role is integral to our mission of providing exceptional service, facilitating smooth client journeys, and delivering measurable business outcomes.
The Director of Customer Success will be responsible for leading and scaling the Customer Success function at Full Fabric, including overseeing both strategic client engagement and technical services. This individual will develop and implement processes, frameworks, and best practices to drive client satisfaction, retention, and growth. As a leader, the Director of Customer Success will ensure that the team aligns with Full Fabric’s overall business objectives, working closely with other departments to provide a seamless client experience.
**Key Responsibilities**:
In this role, you will be responsible for the following:
**Leadership and Team Development**
- Lead and mentor the Customer Success team, including CSMs, Customer Evangelists, Customer Success Analysts and Technical Support Analysts.
- Set clear objectives and performance goals for the team, ensuring alignment with Full Fabric’s strategic priorities.
- Foster a culture of continuous learning and development, providing coaching, feedback, and growth opportunities for team members.
- Oversee hiring, training, and onboarding of new team members to build a high-performing team.
**Strategic Planning and Client Engagement**
- Develop and execute the strategic vision for the Customer Success function, focusing on client retention, satisfaction, and revenue growth.
- Work with the team to create and execute tailored customer success plans that drive product adoption, client engagement, and long-term satisfaction.
- Engage directly with senior client stakeholders, providing strategic guidance and ensuring alignment between client goals and Full Fabric’s solutions.
- Drive Quarterly Business Reviews (QBRs) and executive-level check-ins to ensure clients are on track to meet their goals.
**Process Development and Best Practices**
- Design, implement, and refine processes and best practices for client onboarding, adoption, customer health monitoring, and renewal management.
- Develop playbooks and frameworks, ensuring consistency and scalability in client engagements.
- Implement tools and technologies that enhance the team’s ability to monitor client health, track usage metrics, and deliver value to clients efficiently.
- Ensure that processes for customer feedback loops and escalations are in place and functioning effectively.
**Customer Retention and Growth**
- Develop strategies to drive client retention, reduce churn, and identify opportunities for upsell and cross-sell within the existing client base.
- Oversee the renewal process, working closely with CSMs to ensure smooth renewals and proactive discussions about service expansion.
- Analyse customer health data to identify at-risk accounts and develop intervention strategies to retain them.
- Collaborate with the Sales team to support expansion opportunities and strategic account growth.
**Integration with Professional Services**
- Ensure seamless collaboration between CSMs and the Professional Services team for complex implementations, integrations, and customisations.
- Develop processes that ensure smooth transitions from technical implementation to ongoing client success management.
**Cross-Functional Collaboration**
- Work closely with Product, Marketing, Sales and Professional Services teams to ensure a cohesive client experience and alignment with product strategy.
- Serve as a key advocate for clients, providing feedback to the Product team to influence the product roadmap and feature prioritisation.
- Partner with Marketing to develop case studies, testimonials, and advocacy programs that highlight client success stories.
- Collaborate with the Sales team on account strategies and strategic client engagements.
**Reporting and Metrics**
- Define and track key performance indicators (KPIs) for the Customer Success team, including customer retention rates, Net Promoter Score (NPS), client health scores, and expansion metrics.
- Provide regular reports to Full Fabric’s executive team, outlining customer success performance, challenges, and opportunities.
- Use data and analytics to inform strategic decisions, continuously optimising the customer success approach to drive better outcomes.
**Requirements**:
We’re looking for someone with the skills and experience to excel in a fast-paced, dynamic environment:
- **Experience**
- 7+ years of experience in Customer Success, Technical Support, Professional Services, or related roles, with at least 3+ years in a leadership or management position.
- Proven track record of managing complex client relationships within a B2B SaaS or enterprise software environment.
- Experience overseeing technical support operations or
