Director of Customer Success- Falcon.io

New York, New York, USA Customer Service Full-time
Cision Ltd is a leading global provider of innovative earned media software and services to public relations and marketing communications professionals. Cision’s Communications Cloud platform allows users to identify key influencers, craft and distribute strategic content, and measure meaningful impact of PR and Communications Teams’ campaigns. Cision has over 4,500 employees with offices in 23 countries throughout the Americas, EMEA, and APAC. For more information about our products and services, visit www.cision.com and follow us on Twitter @Cision.
 
Cision employs the brightest, most passionate people in the tech industry. We’d love for you to join that group! We invest in our people through training and professional development and we empower them to grow their careers - because the most important measure of our success is yours.


As Director of Customer Success, you have overall responsibility for the performance and deliverables of Customer Success in our New York office. You are responsible for the execution and regionalization of the overall strategy and processes of CS, incl. motivating and developing the individual Customer Success Managers, Team Leads and also ensuring clear and smooth cooperation with other departments/teams to serve in the best interest of the Customer and achieving overall CS goals. Are you the perfect fit?

You'll help us with:

  • Lead and develop a fast growing team of 5+ CSMs across Enterprise, strategic, mid-market, and starter programs 
  • Develop and evangelize the Customer Success mission on both operational and strategic levels 
  • Co-develop and deploy strategies to drive net retention, performance and utilization rates, NPS, and customer advocacy rates, to comply to industry benchmarks 
  • Ensure team processes and procedures are aligned for global and local consistency 
  • Set and communicate goals, action plans, and key metrics for CSM teams in different customer tiers with different levels of customer touch; create standardized playbooks and interventions for each point in the customer journey 
  • Manage strategic, cross-functional initiatives such as customer lifecycle definition, NPS, voice-of-customer, and product feedback 
  • Ensure Customer feedback is communicated internally to enable ongoing improvement of Falcon’s products and services 
  • Use quantitative and qualitative analysis to drive operational excellence in the areas of on-boarding, adoption, renewal, up-sell, and churn reduction   
  • Understand market trends and keep up-to-date with the latest news and developments impacting our industry 
  • Work with Commercial Operations on adoption and customization of tooling. 
  • Build strong internal relationships and collaborate cross-functionally to drive market readiness, sales handoffs, customer marketing, training actions, services deployment, and effective support 
  • Build, mentor and develop a Customer Success management team 
  • Foster stronger engagement across Berlin, Copenhagen and New York CS teams    
  • Focus on maturing a strong dynamic CS team that can develop and grow seamlessly within the wider organisation. 
  • Strategic long term planning 
  • Ongoing evaluation of CS workload and resources needed 
  • Attract and recruit top tier talent; manage and develop a high caliber team 
  • Training, coaching and development of the individual CSM’s 
  • Develop incentive compensation strategies and plans to correctly align and incentivize CSMs 
  • Mentor and Development Team leads 
  • Ongoing performance reviews and 1to1’s with CSM’s to ensure all individuals deliver on expectations and responsibilities 
  • Ongoing individual Development talks with CSM’s to ensure long term retention of employees 
  • Role model/inspiration to the team by maintaining a high level of personal product and customer knowledge to enable evangelism on product use and best practice both internally and externally. 
  • Weekly and Monthly reporting on CS KPI’s to management.
  • Own and drive CS-related projects, delivering on agreed deadlines (e.g. Segmentation of CS activities, automatically triggered workflows based on Customer Health levels, product usage and adoption) 
  • Ongoing evaluation and improvement of CS processes and activities, with focus on business efficiency and customer experience  
  • Coordinate cross-functionally to drive solutions and improvements to the customer experience (w/sales and marketing operations, as well as R&D to advocate for customer needs in product) 
  • Coordinate with R&D and Marketing regarding all product releases, to ensure full focus and knowledge within CE (and Sales when needed) and optimal customer adoption. 
  • Ensuring budgets for CS related activities are adhered to salary, social outings, training, and more

You'll be a good fit if you have:

  • Minimum 5-6 years of experience from a similar role preferably B2B, working with SaaS or subscription products 
  • The experience and the motivation to lead a team plus foster strong engagement across Berlin, Copenhagen and New York CS teams 
  • A great understanding of sticking to processes and policies, and know when to create new ones 
  • Business savviness and a good strategic understanding 
  • The ability to focus on the strategic long term plan 
  • An empathic approach both towards your customers but also your team 


Cision is committed to building an environment where all employees are set up to thrive and reach their full potential. We believe diversity, equity and inclusion is vital to driving our culture, sparking innovation and achieving long-term success. Cision is proud to have joined more than 600 companies in signing the CEO Action for Diversity & Inclusion™ pledge, the largest CEO-driven business commitment to advance diversity and inclusion within the workplace.
 
Cision is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or other protected statuses.
 
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