What You’ll Do:Leadership & Team Management:Lead and mentor a team of CSMs focused on advancing customers’ objectives in talent acquisition.Foster a collaborative and high-performance culture within the team, promoting continuous learning and development.Set clear goals and objectives for the team, providing regular feedback and performance targets.In everything you do, be a strong and clear communicator who across all other departments and operates by taking accountability and ownership.Customer Success Strategy and Value Acceleration:Develop and execute a comprehensive scaled customer success strategy that can support multiple product lines.Enable and upskill resources to be able deliver against the scaled customer success strategyIdentify opportunities for digital interventions based on customer maturity and usage, aligning product features with customer goals.Introduce and optimize customer programming and resources tied to desired outcomesCustomer Engagement:Strategically engage with customers across channels (email, community platforms, in-app engagements) to accelerate the value they receive from our solutions.Build strong relationships with key customer stakeholders to understand their business needs, challenges, and objectives.Serve as a key escalation point for customers to resolve issues and prevent churn.Data Analysis and Technology-Centric Thinking:Analyze customer data and usage patterns to derive actionable insights and opportunities for engagement.Drive automation and technology-centric processes, contributing to the development of customer health scoring and associated strategies.Self-Service Promotion and Collaboration:Prioritize the development and promotion of self-service resources to empower customers for independent issue resolution.What You’ll Bring:Proven experience (at least 8 years) in a customer success leadership role at a SaaS (Software as a Service) companyWork experience in one or more of the following areas: HR/recruiting, customer success management, account management or consulting – ideally with recruiting or related applications in a SaaS (Software as a Service) environmentExcellent leadership, communication, and interpersonal skills, with the ability to influence and motivate cross-functional teamsAnalytical mindset with the ability to interpret data and metrics to drive informed decisions and strategiesAbility to thrive in a dynamic environment, with flexibility and adaptability in an evolving organizationStrong bias towards action and finding solutions; creative problem solver who believes in “do it right or do it twice”Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level with strong attention to detailProven track record of effective strategic planning and driving results (including meeting and exceeding customer retention targets)The desire to help build a world-class customer success management team and transform the experience and results our customers haveExperience successfully developing and implementing digital CS playbooks and strategiesAs a Director of Customer Success at Employ, you are the lynchpin in helping our customers reach their goals of hiring the best talent for their needs.Within our Customer Success Management organization, we use a combination of technology, analytics, deep product knowledge, and strong relationship-building skills to swiftly demonstrate the value of our customers' investments.

Director, Customer Success

Emma

Responsibilities

Skills wanted:

Language(s) required:

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Admin access needed