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Director, Customer Success

Terminus, Atlanta, GA

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Terminus is leading the B2B marketing revolution. We do this through our industry-leading Account-Based Marketing (ABM) platform, designed to empower marketers to drive quality growth for their companies by targeting the right accounts, engaging them across multiple channels, activating their sales and success teams at the right moment, and accurately measuring their total influence on pipeline, deal velocity, and real revenue.

The Director of Customer Success, Enterprise is responsible for training, coaching, and motivating a team of dedicated Customer Success Managers (CSMs). Customer Success at Terminus focuses on being trusted advisors to our customers helping them achieve their marketing goals and become vocal advocates of our solution, as well as ensuring predictable retention of our accounts. This role will help their team of CSMs lead and deliver transformation, growth and optimization strategies for our customers, as well as being an escalation point for your team as needed. You will drive continuous improvement efforts to support our customers in the most efficient and cost-effective manner, without losing track of contractual commitments and SLA’s.

Responsibilities

  • Manage a team of 8 (and growing) Customer Success Managers 
  • Measure effectiveness of CSMs by clearly defining operational outcomes, creating a cadence for review with the team, and sharing metrics with executive team and broader organization 
  • Assemble customer feedback and themes with supporting data for sharing across our organization, be the voice of the customer internally
  • Drive continuous improvement through updating internal processes and implementing best practices
  • Influence future lifetime value of customers by ensuring our customers accomplish their goals and effectively recognize and communicate the value Terminus brings to their organization
  • Coach CSMs through the development of Customer Success Plans (CSPs) and Strategic Business Reviews (SBRs), expand client relationships, and guide customers through a successful renewal
  • Serve as an advocate for your team and customers, collaborating with internal, cross-functional teams including product management, professional services, sales, and marketing

Qualifications

  • Bachelor's degree required
  • 7+ years of experience in customer success or account management at a growing SaaS or MarTech company
  • 3+ years of experience scaling and growing a team with ability to mentor and manage high performers
  • Demonstrated ability to understand core business metrics around recurring revenue with an ability to manage complex renewal and expansion processes/forecasting for large teams
  • Dedicated cross-functional orientation and ability to build relationships with other leaders and teams 
  • Ability to travel 15% of the time
100% employer paid Health, Dental, and Vision Insurance for employee only coverage100% employer paid Short-term and Long-term Disability Insurance401K with company matchUnlimited vacationGym membership reimbursement Casual dress all-day, everydayRegular team outings, parties, and surprisesWeekly free lunch, unlimited snacks and drinksWork from home dayCulture that emphasizes personal and professional growthNamed #1 Best Place to Work in Atlanta by Atlanta Business Chronicle for the medium-sized company category, #3 Top Workplace and #1 in Employee Appreciation by the Atlanta Journal Constitution Named one of the Top 50 Workplaces in America by Inc. Magazine

About Terminus

Founded in 2014, Terminus is the leading account-based marketing platform that enables B2B marketers to target accounts, engage decision-makers, and accelerate marketing and sales pipeline velocity at scale. Companies such as Salesforce, WP Engine, Vidyard, and Rosetta Stone use Terminus as a foundational platform for ABM. Terminus is on a mission to build a best-in-class ABM platform and community to make B2B marketers heroes in their organizations. We’re challenging the status quo of our industry and creating ABM Superheroes.

Terminus

Want to learn more about Terminus? Visit Terminus's website.