Director, Enterprise Success

The Team & Role 

As Director, Enterprise Customer Success, you will be responsible for ensuring the success, satisfaction and retention of SevenRooms’ enterprise customers around the globe.  You will lead a team of Enterprise and Key Accounts Customer Success Managers in North America, EMEA and APAC who are committed to building strong relationships with customers - your team will understand their needs and help them realize the full potential and capabilities of the SevenRooms platform. You will set the overall vision, direction and strategy of how our CSMs operate and how success is measured, using this data and insights to drive operational and process improvements for our global team. 

This role will report directly to our VP, Customer Success.

What You’ll Do:

Enterprise Customer Success Strategy: 

• Set the overall vision and strategic plan for the Enterprise & Key Accounts CSM organization, focusing on driving customer health, product adoption, leading a positive customer experience, and driving growth through renewals and net retention improvements.
• In partnership with our VP, Customer Success and VP, Revenue Operations, define customer success metrics and KPIs and take an active role in monitoring customer health and overall team progress, proactively addressing issues or challenges
• Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement
• Help define and improve Enterprise & Key Accounts CSM onboarding and training to ensure every CSM has the knowledge, tools and resources to be successful 

Customer Health & Product Adoption:

• Collaborate with Customer Onboarding and Customer Support team to ensure smooth onboarding, implementation, handoff and long-term adoption and success
• Work closely with regional Enterprise & Key Accounts teams to understand nuance of client use-cases in NAM, EMEA and APAC and create programs that facilitate adoption and customer growth
• Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores

Customer Retention & Lifetime Value:

• Implement strategies to improve customer retention and reduce churn 
• In partnership with Sales, create mechanisms & processes to identify & execute expansion opportunities within global enterprise customer base 
• Work closely with sales to drive revenue growth 
• Work closely with the sales management and Regional leaders to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., opportunities and risks)

Customer Feedback and Insights:

• Create system and mechanism for collecting and analyzing customer feedback in order to identify areas for improvement 
• Advocate for customer needs/wants and provide input to product management and engineering teams through customer feedback loops
• Partner with Product for Enterprise and Key Account feature requestLeverage data and insights to make informed decisions and drive overall customer success initiatives 
• Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate

Team Leadership & Management:

• Manage and coach/develop a team of high performing Managers, Client Success throughout the globe, establishing goals and driving results
• Build and lead world-class global CSM team:
• Recruit and develop a high performing team
• Develop company-wide customer success motion integrating processes, content and data to/from stakeholder organizations (e,g., Marketing, Sales, Product/Engineering, etc)
• Drive operational practices to track performance of teams and individuals
• Deliver transformational leadership so that our global Enterprise & Key Accounts CSM team is highly motivated and engaged. Be an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of the organization.

Who You Are:

• A strategic leader with experience overseeing Global Enterprise and Key Account teams
• Experience in navigating change management
• Organized, thoughtful leader with experience creating SOPs and deliverables
• Executive presence, with the ability to support individual contributors

What We Offer

• A fresh start with a flexible and independent working schedule: SevenRooms provides all employees with their first two (2) weeks of employment as paid time off to relax and recharge before starting their journey with us. You'll also have access to unlimited paid time off, including tenure-based PTO minimums, paid parental leave, and the option to work anywhere at any time.
• Equitable compensation: Our compensation packages are based on external market data. At SevenRooms, you can expect to be paid well for your contributions towards transforming the hospitality industry. We also offer equity for all employees as part of our commitment to everyone being an owner and working together to build an outstanding company.
  • The salary range for this role is $165,000.00 - $175,000.00. This is the range SevenRooms in good faith believes is the range of possible compensation for this role at the time of the posting. This range is only applicable for jobs to be performed remotely in any US state. Base pay offered may vary depending on, but not limited to education, experience, skills, geographic location, travel requirements, sales or revenue-based metrics, and business needs. This range may be modified in the future. This job is also bonus eligible. No amount is considered to be wages or compensation until such amount is earned, vested, and determinable.
• Comprehensive benefits package: We offer a full slate of benefits for our employees and their families: comprehensive medical, dental, and vision benefits, commuter benefits, gym reimbursement, 401K plan, life insurance, and unique wellness offerings including One Medical, Spring Health, Carrot, and Headspace.
• Employee programs and recognition: Through our Roomie's Choice program, all employees at SevenRooms receive a monthly stipend to spend however they see fit. You'll receive an additional quarterly dining credit to use towards SevenRooms clients and a unique milestone reward for every year you're a part of our team.
• Opportunities for training and professional development: Your manager will partner with you on establishing quarterly goals that not only benefit our organization but aid in your overall career development and advancement. SevenRooms also provides financial support for continuing education, certifications, or participation in external training programs.