Senior Director, Customer Success

As our Senior Director, Customer Success, you will provide strategic leadership to our Customer Success team for the full customer life cycle.  Our Customer Success team is highly cross-functional, working with our product, sales, marketing, and finance/contracting team to ensure that we deliver the optimum post-sales experience to our customers.

Role Responsibilities - How You Will Make an Impact 

• Be a trusted advisor to the customer by understanding their existing and future roadmap to drive Primer’s solutions while leading our Customer Success organization 
• Regularly meet with customers to set appropriate expectations, address customer goals, determine target dates, timelines, manage customer tasks, and provide regular project updates during the onboarding and implementation phase of the customer lifecycle
• Provide best practices and mentorship to customers on how best to implement our products and solutions
• Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs
• Partner with our product management and engineering teams to identify and prioritize feature development based on customer feedback
• Collaborate cross-functionally with Sales, Product, Marketing, and Finance/Contracting, championing customer priorities and improvement opportunities, including influencing client success initiatives within the product roadmap as well as improve efficiencies and effectiveness of the Federal GTM Team
• Work collaboratively and influence other departments to promote customer satisfaction success and implement solutions
• Collect and analyze data, then make recommendations within the business on actions and investments needed to drive improvements

Relevant Skills and Experience:

• Minimum of ten years’ management experience in leading customer support, customer success or engagement roles
• Strong Public Sector network and familiarity with delivering customer success to government customers
• Understanding of Public Sector procurement frameworks and mechanisms
• Expertise within a specific vertical including Public Sector and DoD Experience at high growth and successful companies/organizations
• Demonstrated experience in the utilization of data analytics and reimbursement models to improve quality, increase customer satisfaction and drive down cost
• Understanding of artificial intelligence market including NLP

The annual cash compensation range for this position is US$235,000 to US$260,000.  Final compensation will be determined based on experience and skills and may vary from the range listed above.