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Director of Global Customer Success
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Denver, Colorado, United States
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Actionstep is a pioneer in the development and sale of software-as-a-service (SaaS) products, specializing in the delivery of Legal Practice Management software. We are a fast-growing, dynamic business with a global customer base and team.

As Director of Global Customer Success, you will set the overall vision and strategic plan for the Customer Success Organization, with a focus on increasing lifetime value, leading a positive customer experience, and maintaining strong retention and renewal rates across managed accounts.

We are looking for an inspiring people leader who will motivate an amazing team of Customer Success Managers. This is an ideal opportunity for a Customer Success expert to own the Success function within a high performing Customer Team. You will have full responsibility to move the team and function forward to meet our goals.

Who you are:

Motivated by owning the Customer Success side of a growing SaaS company and joining the Customer Leadership Team to drive overall company success.

Customer Success Enthusiast: You love building strong relationships and rapport with customers, gaining a deep understanding of their needs and are genuinely passionate about ensuring customer satisfaction and success. You are empathetic, an active listener, able to handle escalations effectively, resilient, able to adapt to changing circumstances, and find solutions in a fast-paced environment.

A Strong Leader and Communicator: You can motivate and empower your team members, challenging and maximizing their strengths and aligning their efforts to the mission and vision of the organization. You are passionate about driving a positive and collaborative work environment.

Analytical and Data-Driven: You are comfortable leveraging data to measure performance, identify patterns, and drive strategic initiatives.

Strategic and Business-Minded: You understand the business landscape, market dynamics, and competitive landscape. You can identify trends, anticipate customer needs, and proactively address challenges to develop, execute and align customer success strategies with business goals and contribute to driving business growth. You are curious and committed to staying updated on industry trends, best practices, and evolving customer needs.

What you will do:

  • Gather feedback and align with other departments, including Sales, Support, Product, and finance to improve the customer experience
  • Drive company-wide definition of ideal customer
  • Help foster company-wide culture of Customer Success

The KPIs (Key Performance Indicators) you will own:

  • Retention rate of 96% or higher for customers > 5 logins
  • Customer Effort Score metrics
  • Increase of NPS (Net Promoter Score) for managed customers
  • Increase of eNPS (Employee Net Promotor Score) for Global Success Team
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