Customer Success Director

Responsible for developing customer relationships that promote customer satisfaction, retention, and growth.

Work closely with customers to ensure adoption, usage, and satisfaction with the GRAX application purchased by the customer, help customers plan and understand best practices to use the GRAX application based on the customer’s business needs or business plans.

Responsibilities

· Oversee the customer lifecycle and ensure organizational alignment to proactively drive adoption and usage of the GRAX application

· Align customer objectives to a success roadmap

Relationship Management

· Build and sustain relationships with stakeholders and decision-makers in assigned accounts

· Establish regular contact with key stakeholders and become a trusted advisor

· Manage client expectations around solutions

· Monitor customer satisfaction

· Facilitate two-way communication to address customer needs

· Serve as an escalation point and ensure critical client issues are addressed by the appropriate GRAX teams

Client Retention and Growth

· Partner with Sales and Operations to help ensure retention and growth of assigned clients

· Serve as a customer advocate internally while effectively collaborating with internal teams

· Ensure that customers derive maximum value from their investments and fully leverage our products on an ongoing basis

As GRAX grows

· Mentor and inspire a high-performing Customer Success team

· Hire and onboard new team members who can quickly become strong individual contributors and team players

Support Responsibilities

Assist with Project Management

· Develop and actively manage implementation and other projects with current and prospective customers

· Plan, implement, and complete projects to a deadline

· Manage communication throughout the project lifecycle

· Continuously work to exceed customer expectations through quality service and communications

· Respond to questions and/or provide information upon request from customers, potential customers, and internal staff

Assist with UX/UI design of GRAX application and associated collateral as needed.

Job Type: Full-time

Salary: $125,000.00 to $175,000.00 /year

Location:

• Washington, DC (Preferred)

Work authorization:

• United States (Required)

Application Question:

• Do you have at least 3 years of Customer Success Director Experience?

Additional Compensation:

• Bonuses

Work Location:

• One location
• Fully Remote

Benefits:

• Health insurance
• Dental insurance
• Vision insurance
• Retirement plan
• Paid time off
• Flexible schedule