Director of Customer Success

About us

Trusted by the Fortune 500 and many of the world's largest companies, BeamUP is the world's first Enterprise Facility Intelligence Platform to provide full facility observability and insights for data-driven decision making.‍ The BeamUP platform is a global strategic solution that leverages unified, aggregated facility data and AI to empower physical security, IT and facilities management teams to make better decisions.

Our Mission:

Our mission is to enable enterprises to be more strategic, proactive, and make data-driven decisions to optimize their facility security, IT infrastructure and sustainability operations.

Job Summary:

The Director of Customer Success will be responsible for developing and executing the strategy for customer success, ensuring high levels of customer satisfaction, retention, and growth. This role requires a strategic thinker with strong leadership skills and a passion for driving customer outcomes in a SaaS environment. The ideal candidate will have extensive enterprise SaaS experience in customer success, account management, and customer support.

Key Responsibilities:

• Strategic Leadership:
• Develop and implement a comprehensive customer success strategy that aligns with company goals and objectives.
• Lead and mentor the customer success team to ensure the delivery of exceptional service and support.
• Collaborate with executive leadership to align customer success initiatives with overall business strategy.
• Customer Onboarding and Adoption:
• Oversee the customer onboarding process to ensure smooth implementation and rapid adoption of the SaaS platform.
• Develop and refine onboarding materials, training programs, and best practices to enhance the customer experience.
• Customer Relationship Management:
• Build and maintain strong, long-lasting relationships with key stakeholders at enterprise client organizations.
• Serve as the primary point of contact for escalated customer issues, ensuring prompt and effective resolution.
• Customer Retention and Growth:
• Develop and execute strategies to drive customer retention and reduce churn.
• Identify opportunities for upselling and cross-selling additional products and services.
• Work closely with the sales team to support renewals and expansion within existing accounts.
• Performance Metrics and Reporting:
• Define and track key performance indicators (KPIs) related to customer success.
• Prepare and present regular reports on customer success metrics to the executive team.
• Team Development:
• Recruit, train, and develop a high-performing customer success and delivery team.
• Foster a customer-centric culture within the team and across the organization.
• Voice of the Customer:
• Act as the voice of the customer within the organization, providing feedback to product development, marketing, and sales teams.
• Collaborate with product management to prioritize feature requests and improvements based on customer feedback.
  

• Bachelor's degree in Business, Marketing, or a related field; MBA or advanced degree preferred.
• 5+ years of experience in customer success with at least 2 years in a leadership role (e.g. "head of" or "director of" Customer Success) with an enterprise SaaS startup.
• Proven track record of driving customer satisfaction, retention, and growth.
• Strong understanding of SaaS business models and enterprise customer needs.
• Excellent leadership, communication, and interpersonal skills.
• Ability to think strategically while being hands-on when necessary.
• Strong analytical skills and experience with customer success metrics and reporting.
• Ability to work effectively in a fast-paced, dynamic startup environment.