Customer Success Director

Our customers are ambitious. They are pragmatic. Above all, they want to be successful and we are there to support them. To achieve this, we lead by our values; something every person who works at Redpoint shares.

Market-Leading Innovation

Develop market-leading technologies that enable customers to do new things in new ways.

Flawless Execution

Do the right things, do things right, and make them stick.

Delighting Customers

Partner with customers to deliver superior results.

Unwavering Integrity

Think straight, talk straight.

Performance Through People

Work with highly motivated people committed to excellence, teamwork, and success.

Respect for the Individual

Treat others as we would like to be treated.

We are looking for an individual to serve as Director, Customer Success reporting to the Executive Director, Customer Success. The immediate responsibilities will include:

• Provide Customer Success leadership with a primary focus on customer success and delight
• Managing Enterprise/Named customers - driving adoption and outcomes leading to renewals and expansion across your portfolio
• Focus on customer value; drive value by instituting industry best practices using Redpoint
• Be the trusted partner for the customer on use-case and product functionality
• Drive success for customers through regular proactive touch points and Strategic Business Reviews
• Oversee implementations and ensure seamless transition from post-sales through implementation to support and manage the customer ongoing. You are responsible for customer satisfaction.
• Manage project budget to actuals with a goal for project profitability
• Collaborate with product teams in identifying new features and functionalities
• Escalate issues and challenges appropriately and work creatively to mitigate risks or delays
• Become familiar with the rgOne® (Marketing \ Campaign) product and its use cases, including mapping of data, actioning the data in marketing campaigns, creation of integrations with digital channels (e.g. Email, SMS, Push, website) through connectors and APIs and how to leverage it for outcomes
• Become familiar with the ETL (Extract/Transform/Load), data cleansing and hygiene, and identity resolution/Customer Data Integration (CDI) aspects of the solution to assemble 1st party, 3rd party, and ecommerce/digital data into an integrated customer communications database using the rgOne® product and how to leverage it for outcomes
• Offer support, forensic and troubleshooting assistance for client solutions and implementations
• Function with integrity and in a highly collaborative, professional manner at all times

In addition, you will be responsible for other duties that may from time to time be assigned to you by the Company. 

Requirements

Candidates should have a minimum of 7 years of experience in a similar role, and demonstrated success in:

• Customer interaction and strong communication skills, both written and verbal, with a focus on customer satisfaction
• Direct exposure to senior leadership in a large global corporation with the ability to develop and present high-level strategic roadmaps and build relationships with senior stakeholders while successfully influencing and advocating for your customer (C-suite)
• Problem solving, negotiation and contract writing
• Effectively working in a team environment
• Specifying, documenting, and managing own work with minimal oversight

Candidates with existing knowledge and experience in the following key areas are encouraged to apply:

• Customer Data Platform (CDP), Marketing Campaign Management, Customer Engagement, Omnichannel Marketing & Personalization.

The following skills are helpful, but not required:

• BI tools (Tableau, PowerBI etc.)
• Cloud based hosting, such as Microsoft Azure or Amazon Web Services (AWS)
• Microsoft Excel, Microsoft PowerPoint and SalesForce

Our ideal person will want to work in a growing, fast-moving environment, where we value: a drive to complete the job; clear and open communication; a self-starting energetic team; and customer delight.

 

Experience:

• Customer Success or Account Management: 7 years (Required)
• Marketing Technology: 5 years (Preferred)
• Business Consulting: 5 years (Preferred)
• Database Technologies: 5 years (Required)
• Project Management: 5 years (Preferred)

Schedule:

Monday – Friday

Travel: Up to 25%

Benefits

Competitive Medical, Dental and Vision Insurance

Flexible leave policy - take the time you need, when you need it

10 Company paid holidays

Work remotely or in our Wellesley, MA office

Travel: Up to 25%

Salary: $120,000-$180,000