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Customer Success Director
3 months ago
At SiteMinder we believe the individual contributions of our employees are what drive our success. That's why we hire and encourage diverse teams that include and respect a variety of voices, identities, backgrounds, experiences and perspectives. Our diverse and inclusive culture enables our employees to bring their unique selves to work and be proud of doing so. It's in our differences that we will keep revolutionising the way for our customers. We are better together
What We Do...
We're people who love technology but know that hoteliers just want things to be simple. So since 2006 we've been constantly innovating our world-leading hotel commerce platform to help accommodation owners find and book more guests online - quickly and simply.
We've helped everyone from boutique hotels to big chains, enabling travellers to book igloos, cabins, castles, holiday parks, campsites, pubs, resorts, Airbnbs, and everything in between.
And today, we're the world's leading open hotel commerce platform, supporting 44,500 hotels in 150 countries - with over 100 million reservations processed by SiteMinder's technology every year.
About the Customer Success Director
Do you thrive in a fast-paced, global working environment? Are you passionate about building high-performing teams and driving exceptional customer experiences? If so, we want to hear from you
We are searching for a strategic and results-oriented Global Director of Customer Success to lead our geographically dispersed customer success team. In this role, you will be responsible for developing and executing a world-class customer success strategy that maximizes customer lifetime value, and minimizes churn.
What you'll do...
Lead and manage a global customer success team across multiple time zones, fostering a collaborative and high-performing environment.
Define and drive achievement of key performance indicators (KPIs) for customer success, including customer satisfaction, retention, and revenue retention.
Coach and mentor customer success managers, empowering them to deliver exceptional customer experiences.
Champion a culture of customer excellence, prioritizing proactive communication and issue resolution.
Foster a culture of continuous learning and experimentation, encouraging new ideas and approaches to improve customer success.
Act as the Subject Matter Expert (SME) for churn and retention within the business, providing insights and recommendations to prevent customer churn.
Leverage strong influencing, contracting, and negotiation skills to salvage at-risk accounts and secure renewals.
Build strong relationships with key stakeholders across the organization, including Sales, Marketing, Product, and Engineering.
Utilize Salesforce effectively to manage customer data, track progress, and generate reports.
What you have...
10+ years of experience in customer success or a related field, with at least 5 years in a leadership role.
Proven track record of building and leading high-performing customer success teams.
Deep understanding of customer success metrics and best practices.
Strong influencing, contracting, and negotiation skills with a proven ability to save at-risk accounts.
Excellent communication, presentation, and interpersonal skills.
Experience leading and motivating geographically dispersed teams across different time zones.
Proven ability to coach and mentor customer success managers.
Deep expertise in Salesforce and other relevant customer success software.
Experience developing and delivering impactful training programs.
Fluency in English; additional language skills a plus.
Bonus points for:
Experience working in a SaaS (Software-as-a-Service) company.
Experience in the travel industry.
Location:
Manila, Philippines (with some travel required)
Our Perks & Benefits...
Equity packages for you to be a part of the SiteMinder journey
Hybrid working model (in-office & from home)
Mental health and well-being initiatives
Generous parental (including secondary) leave policy
Paid birthday, study and volunteering leave every year
Sponsored social clubs, team events, and celebrations
Employee Resource Groups (ERG) to help you connect and get involved
Investment in your personal growth offering training for your advancement
