Director of Customer Success

Who We Are:

QA Group is a high-growth, high-value company serving the skills and talent needs of the Fortune 500, helping them transform through a tech-enabled approach to developing their people and skills for real business outcomes. As a CVC Capital Partners operating company, QA includes sub-brands like Cloud Academy and Circus Street.

• QA Experts in technology talent and training services. Helping individuals and businesses win in the digital revolution.
• Cloud Academy: Technology platform and provider of cloud and specialist technology training with a library of over 40,000 hours of content.
• Circus Street: Global provider of commercial skills including e-commerce, data analytics and digital marketing skills to businesses.

With a $350 million ARR and 40% year-on-year growth, QA is a household name for learning and e-learning in the UK and Europe, while the US team operates like a start-up within the larger business on the back of the Cloud Academy and Circus Street acquisitions.

Global Employees: 4,500

US Employees: 80

Funding Stage & Investors: Private Equity-backed by CVC Capital Partners

Role Overview:

We are seeking a dynamic Director of Customer Success to coach and manage a team of 5-6 CSMs, encompassing Customer Enablement, CSMs, and Senior CSMs (Low, Mid & High Touch). Your mission will be to deliver outstanding customer outcomes through strategic storytelling with data, building business cases, and multi-threading to drive consumption and growth. Ultimately, you will aim for best-in-class retention, adoption, and expansion results.

The Director of Customer Success will bridge the gap between customer success and business development, ensuring a cohesive, data-driven, and customer-informed process.

Responsibilities:

• Team Development: Coach and develop team members, setting strategies, goals, and objectives to enhance their skills and support career growth.
• Strategic Implementation: Tailor strategies by customer segment to ensure successful onboarding, adoption, retention, renewal, and expansion of your team’s portfolio.
• Continuous Improvement: Identify opportunities for continuous improvement and critical interventions in the customer journey.
• Key Metrics: Achieve important metrics, including gross retention, net retention, NPS, and customer health scores.
• Customer Value Assessment: Understand and assess customers’ business value drivers, success criteria, and KPIs to deliver success and validate ROI across your team’s portfolio.
• Executive Business Reviews: Maintain a regular cadence of Executive Business Reviews to track progress toward business objectives.
• Cross-Functional Alignment: Build trustful relationships with peers across Sales, Services, Product, Alliances, and Support to ensure alignment at scale.
• Account Strategies: Collaborate with Sales to develop and execute account plans and strategies to deliver value and identify upsell/cross-sell opportunities.
• Product Insights: Work closely with Product and Content teams to share customer insights that inform future product developments and enhance customer success.
• Customer Advocacy: Provide input to Customer Marketing on communication needs and partner on customer case studies and advocacy activities.
• Inspire Culture: Drive a company-wide culture of Customer Success, fostering teamwork, collaboration, and customer advocacy.

Requirements:

• Experience: 10 years in Customer Success with 5 years in a leadership role within a SaaS company that has a complex platform or solution (e.g., Oracle, SAP, BMC, SFDC).
• Leadership: Proven track record of leading high-achieving CSM teams adept at:
• Strategic storytelling with data
• Building business case studies
• Multi-threading to create mutual success plans
• Driving product adoption and value realization
• High Expectations: Ability to set high expectations and drive operational activities to meet targets.
• Technical Communication: Ability to engage with customers' technical teams and a passion for cloud technologies and software.
• Data-Driven: Strong focus on data to improve team performance and build business cases and mutual success plans with clients.
• Customer Advocacy: Strong customer advocate, able to build relationships with C-level and VP stakeholders.
• Agility: Ability to move quickly, iterate, and lead from the front.
• Servant Leadership: While being a servant leader, you are also vocal with your ideas and actively engage with accounts, having a solid understanding of the post-sales world.
• Communication Skills: Exceptional verbal and written communication skills.
• E-Learning Experience: Experience in e-learning is a plus but not mandatory.
• Software Knowledge: Familiarity with Salesforce and ChurnZero or similar software preferred.

Benefits:

• 4 weeks of vacation per year, goes up to 5 weeks after 2 years
• 5 sick days
• 2 volunteer days
• 3 professional development days
• 12 US holidays
• 3% match on the 401k, goes up to 4% after two years, no vest
• Medical, dental and vision through Aetna - basic plans paid by the company for the employee, there is an employee contribution if premium plan is chosen and/or family members added
• FSAs, HSA (with one medical plan), supplemental insurances
• $30/month cell phone reimbursement
• $200 equipment stipend every two years
• Pre-tax commuter benefits to those based out of NYC office

Diversity, Equity & Inclusion

We pride ourselves on being an equal opportunity employer, committed to equality and diversity amongst both our employees and prospective applicants. We ensure that all applicants are treated equally and fairly throughout our recruitment process. We are determined that no applicant experiences discrimination on the basis of sex, race, ethnicity, religion or belief, disability, age, gender identity, ancestry, sexual orientation, veteran status, marriage and civil partnership, pregnancy and maternity, socio-economic background, neuro-diversity, education, or any other basis prohibited by applicable law.