Director of customer success at Barilliance

In this role you will be responsible for the overall success of our customers as measured by retention and expansion rates. A key challenge is to establish our CRO practice in a formal way and ensure we are consistently increasing the value provided by our products to our customers .  You will start with hands-on customer success management in order to understand the current challenges and opportunities. 

Key responsibilities:

  • Formalize the actions and process taken by customer success managers from onboarding through the entire customer lifecycle stages 
  • Oversee customer support and establish a full customer view that includes both support and customer success interactions  
  • Create and formalize our CRO program by finding new best practices , testing them with customers and Making sure best practices and success stories are  shared across geographical markets 
  • Developing new tactics to engage customers and get them to try new features
  • Hands on management of key strategic accounts

Job Requirements:

  • 3+ years of experience leading and scaling Customer Success teams and processes in remote environments
  • Proven ability to develop scalable processes, manage projects, and delegate work
  • Strong background in analytics /ab testing and digital in general 
  • Proven history of driving customer adoption, expansion and retention via a mixture of low and high-touch engagement models
  • A track record of improving NRR via Customer Success interventions

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