Director - Enterprise Technology - Customer Success US East & EMEA
WeWork, New York New York United States of America
Make a life, not just a living.
Customer Success, Enterprise Technology
WeWork is building the future of workplace experience. We provide the software platform that many of the world’s most dynamic and forward looking organizations use to improve the interaction between employees and their workplace, through meeting room scheduling, beacon and sensor technology integrations, and space utilization analytics and insights. We drive workplace productivity, efficiency and happiness for our incredible customers worldwide.
About the Role:
This Director of Customer Success will lead a team of high-performing Customer Success Managers that service fast-growing, enterprise companies across US East and EMEA. You will combine strategy, execution, management and leadership to drive growth and adoption of our technology, boost gross renewals (90%+), and glean strategic insights that improve our enterprise technology products and innovation roadmap. We seek a passionate, consultative, strategic, high-empathy leader who can set an organizational vision toward meeting customer expectations as we continue to expand our land and expand methodology and enterprise market footprint.
This role will require a consultative and holistic approach to the customer lifecycle, a scalable approach to success, and the ability to communicate effectively with VP and C-Level executives at global companies and internally within WeWork. Our ideal candidate is a strong leader who has a proven track record of success managing a sophisticated client base fostering a positive and high-performing culture, while building an exceptional team.
Directly manage a portfolio team of Enterprise & Small/Medium CSMs to drive product adoption, gross retention (90%+), and advocacy with US East and EMEA customers
Coach and create career pathing opportunities and skills development opportunities for your team
Act as a proactive leader, owning the post sales customer journey, including onboarding, product adoption, retention, expansion, and growth.
Establish a deep understanding of product adoption and growth drivers - identifying opportunities for expansion, managing risks and creating multi-quarter plans for achievement
Set goals, action plans, playbooks, and key metrics for CSM teams in different customer tiers with different levels of customer touch; manage against and create new standardized playbooks and interventions for each point in the customer journey
Actively participate in informing strategic, cross-functional initiatives such as customer journeys, maturity models, voice-of-customer, and product feedback
Build strong relationships and collaborate cross-functionally to drive market readiness, sales handoffs, customer marketing, training actions, services deployment, and effective support to drive a seamless customer experience
Own accurate month/quarter/year end forecasting, account assignments and transitions, and bandwidth management processes
Regularly engage with customers to build relationships, expand empathy, and resolve escalation issues
Employ a strategic vision to evolve CSM program toward a tailored, best-in-class enterprise customer experience
Build a pipeline of great candidates and hire and retain above-the-mean, consultative talent
Bachelor's degree or equivalent work experience required
7+ years of prior account management, Customer Success Manager/Director, Account Management/Director or equivalent role, preferably within enterprise software owning a renewal target
3+ years of prior experience managing a team of at least five CSMs
Proven ability to develop and scale high-performing team at early/mid-stage SaaS company
Passion for working in a startup with fast-paced decisions and changing deadlines
Passion for building customer relationships and ability to understand and solve for customer needs.
Experience understanding enterprise customer needs and translating them into achievable goals
Proven track record of delivery in a Customer Success environment with real world examples of how you’ve effectively managed a book of business while improving customer satisfaction, adoption, and retention.
Excellent presentation and negotiation skills – up to the executive level
Ability to travel to (roughly 25% travel required)
High energy, go-getter with fresh ideas who is comfortable operating in a fast paced environment and takes the initiative to get things done
Prior experience commercial real estate technologies are a plus
In just 8 years, WeWork has grown into a global community, transforming people's workplaces into beautiful, inspiring environments. And that commitment to building the best workplaces in the world extends to their own employees. WeWork is driven by their mission: Create Your Life's Work.
And that mission is paying off. WeWork's real estate portfolio covers more than 14 million square feet; they have more than 220,000 members and 234 locations (and counting).
If you're ready to change people's lives, take a look at the wide variety of roles they're hiring for.
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Want to learn more about WeWork? Visit WeWork's website.
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