Director of Customer Success

About ACTO

ACTO is a leading SaaS company specializing in innovative solutions for the Life Sciences industry. Our mission is to empower organizations with cutting-edge technology to drive efficiency and success.

Position Summary

The Director of Customer Success is a pivotal role within ACTO, responsible for overseeing the customer success team and ensuring the achievement of key performance indicators (KPIs) related to Gross Retention, Net Revenue Retention, and Adoption. The ideal candidate will be a seasoned people leader with a proven track record in customer success or the Life Sciences industry.

Key Responsibilities

• KPI Achievement:
• • Drive the team to meet or exceed established KPIs, including Gross Retention, Net Revenue Retention, and Adoption (which are at or above industry standards)
  • Analyze customer data to identify trends and opportunities for improvement.
  • Implement strategies to enhance customer satisfaction, loyalty, and retention.
• Customer Success Operations:
• • Develop and implement effective customer success processes and methodologies.
  • Oversee customer onboarding, training, and support programs.
  • Manage customer success operations, including reporting, analytics, and data management.
• Contracting & Renewals
• • Work with existing customers for on-time renewal of ACTO within their organization
  • In some cases, create contract utilizing ACTO or customer templates
  • Assist CCO/CRO with forecasting and modeling for contracts including ELA and multi-year contract approaches
• Team Leadership:
• • Recruit, hire, and develop a high-performing team of customer success managers.
  • Provide mentorship, coaching, and guidance to foster professional growth and development.
  • Conduct regular performance reviews and goal-setting discussions with CSMs.
  • Ensure the team is equipped with the necessary tools, resources, and training to excel in their roles.
• Strategic Planning & Business Reviews:
• • Collaborate with leadership to develop and execute strategic plans for customer success.
  • Lead, co-lead, and attend business reviews (sometimes on-site) with customers to ensure customer satisfaction with our platform and services
  • Identify growth opportunities and drive upsell initiatives.
  • Contribute to the development of the company's overall business strategy.
• Product Alignment:
• • Work closely with the product team to ensure alignment between customer needs and product features.
  • Participate in feature discovery and product planning processes.
  • Provide feedback on product enhancements and new feature ideas.
• Customer Relationship Management:
• • Build and maintain strong relationships with key customer stakeholders.
  • Proactively address customer concerns and issues.
  • Advocate for customer needs within the organization.

Qualifications

• Bachelor's degree or equivalent experience.
• Minimum 5 years of experience in customer success or the Life Sciences industry.
• Proven track record of leading and managing customer success teams.
• Strong understanding of SaaS metrics and KPIs.
• Excellent communication and interpersonal skills.
• Ability to build and maintain strong relationships with customers and internal stakeholders.
• Strong analytical and problem-solving skills.
• Experience with CRM and customer success management tools.

Additional Responsibilities

• Conduct regular adoption metric scrubbing and reporting for the leadership team.
• Prepare and deliver status updates and reports related to retention and customer success initiatives.
• Participate in business reviews and strategic planning sessions.
• Collaborate with the product team on feature requests, product acceptance criteria, and feature discovery.
• Maintain CSM agendas, notes, and materials for adoption and capability decks.

Time Management:

The Director of Customer Success will allocate their time effectively to balance team leadership, customer engagement, strategic planning, and operational tasks.