Job Description
Director, Customer Success & Renewals
US, REMOTE
REVENUE ORGANIZATION CUSTOMER SUCCESS
FULL TIME EXEMPT
ROLE MISSION
As the Director of Customer Success & Renewals, you lead a team of 20+ Customer Success Managers (CSMs) and Renewal Specialists and team managers. You are responsible for the overall Customer Health and successful Renewal of 15Five’s high-touch customer base. This function will be responsible for delivering Customer Value and organizing books of business forecasts across various customer segments. This is a critical role that serves as the tip of the spear and the organizing function of all of the customer motions intended to drive customer outcomes and value to 15Five customers.
The person who will excel at this role has a demonstrated track record of building and scaling Customer Success teams and has direct experience in building and managing customer renewals. This person is a customer-obsessed, relentless achiever, who knows how to influence cross-company stakeholders by bringing the needs of our customers to the forefront of our decisions. Equally important, we are seeking candidates who authentically live and breathe the 15Five values and are inspired by our vision to unlock the potential of ourselves as well as the global workforce of our customer.
OUTCOMES
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- Operate and Scale a highly effective Customer Success in a revenue accelerating environment
- You develop key capabilities on the team to build and execute on driving value for customers though achieving Customer Outcomes
- You have clear performance metrics centered around Customer Health and NRR/GRR that are shared with the entire company on how the team is exceeding customer expectations
- You create strategies for building stronger team capabilities and capacity for a company twice the current size by creating aggressive stretch goals and nailing your OKR’s
- You have anchored the team on key customer moments of truth such as Success Planning, Executive Business Reviews, and Save Planning
- You provide key insight as to key moments of truth for customers at various stages of their journey to inform other teams at 15Five about what customers are experiencing
- You provide an accurate lens and performance measure of the team’s renewable book of business both in terms of retention and expansion
- You have created leverage using automation and documentation strategies with Customer Management Platforms (Churn Zero, SFDC, GSuite, Rocketlane)
- Operate and Scale a highly effective Renewals organization in a revenue accelerating environment
- You created a strategy, capacity and operating plan for the organization for the next phase of the business
- You have an organized and accurate forecast of your customer book of business across multiple customer segments
- You are able to represent the forecast and account status weekly with your leadership team to construct a Board-Level view of the progress against our targets
- You are able to guide the team through complex contract operations and provide guidance and structure to compensation plans and incentives for performance
- You are able to advise on strategies and techniques for handling renewals across high and low touch customer segments
- Create meaningful interlocking relationships with 15Five Customer Experience (CX), Go-To-Market (GTM) and Product teams to enhance the experience for our customers
- You have aligned your strategy and operating plan across CX with emphasis on Customer Adoption & Strategy
- You have built purposeful relationships with the Sales organization and across GTM to ensure teams are achieving and over-achieving customer goals
- You are able to collaborate with the Customer Support organization a view of product challenges and strategize on roadmap requests with the Product teams
- You are an effective partner to Customer Marketing to deploy digital strategies to do customer outreach, event-based-marketing (Thrive!), as well as account-level campaigns
WHAT YOU’LL BRING
- 8+ years of leadership experience in customer success, including direct experience in renewals
- Track record of building and scaling high-performing customer success teams
- You have a strong sense of urgency around improving Customer Health and creating a pathway towards customer expansion (NRR)
- You have demonstrated success in consistently meeting or exceeding quarterly renewal targets (GRR) and producing accurate forecasting
- A true team player who can organize peer teams such as onboarding and professional services teams around Customer Success Plans
- Find energy in bringing strategies and execution with changing parameters and ambiguity
- You have a perspective on where the Customer Success profession is headed and how to continually improve the experience of our customers
- Experience partnering with Customer Experience Adoption and Strategy teammates to assist in the creation and execution of customer playbooks and journeys
- Expert level experience with Customer Success platforms like Churn Zero
SAMPLE WEEK IN THE LIFE
- Monday: Attend weekly 15Five Boost, lead your stand-up meeting of your managers and IC’s – organize and review the week priorities and the previous week’s achievements
- Tuesday: Attend the CCO staff meeting to represent CS + Renewals and interlock with peers on the team OKR’s and initiatives, prepare forecasts for weekly renewals call, deep work
- Wednesday: Co-host renewal call with leadership team to review account-level status, update the forecast submission, attend weekly CS standup, interlock with cross-functional leaders
- Thursday: Circle back on projects with the Customer Success, 1-on-1s with your teammates, conduct bi-weekly Customer Health review, meet with key customers
- Friday: Finish 15Five Check-in submission with next week’s milestones and review your team’s submissions, close out remaining action items
ABOUT 15FIVE
Founded in 2011, 15Five equips HR leaders to play a strategic role in their company’s growth. HR leaders use 15Five to combine engagement, performance, and OKRs on one platform so they can make insightful decisions and take strategic action. Unlike other command and control’ performance systems, 15Five uses the latest in people science to turn managers and employees into self-driven owners of performance and engagement. To further the impact of talent on company growth, 15Five also provides education, coaching, and community for HR leaders, managers, and employees. HR leaders at over 2,800 companies, including Credit Karma, Spotify, and Pendo, rely on 15Five’s software and services to make their talent a growth driver.
At 15Five we focus on building a diverse team that prioritizes inclusivity and celebrates everyone’s unique identity. We are proud of our thriving hybrid culture that supports a remote-first workplace balanced with distributed office hubs, and annual opportunities for all employees to connect in person. We also offer: full Medical, Dental, and Vision, employer paid Term, Short Term and Long Term Disability, paid Sick Time Off, Military Leave, Jury Duty Leave, Unlimited Vacation, flexible work arrangements, up to 16 weeks Paid Parental Leave for birth and non-birth parents, Bereavement Leave, therapy and relationship counseling, weekly Best-Self Time, monthly stipend for wellness, monthly reimbursement for phone and/or internet, Sabbatical Program accessed at 5 or 7 Years and Retirement Account Program with 4% match at 6 months employment. We also provide extensive training and development such as strengths discovery and alignment and Manager specific development opportunities.