Customer Success Director, WordPress VIP

The Customer Success Director is responsible for maintaining account satisfaction and delivery of our products and services to ensure a positive experience throughout the customer lifecycle. We are looking for an inspirational individual who can challenge and maximize the strength of the Premier Services team, which partners with our customers looking to transform their high-priority WordPress applications. You should have significant customer-facing leadership experience, an understanding of the WordPress ecosystem, and an appreciation for the complexities of managing enterprise-grade digital applications.

RESPONSIBILITIES:

• The Customer Success Director role is responsible for developing and supporting best-in-class account teams (Technical Account Managers, Engineers, and Support Engineers) by acting as a mentor, coach, and team player.
• Oversee the customer lifecycle processes, including customer journey milestones, Executive Business Review delivery, and success plan creation.
• Partner with the account teams to assess and execute plans to address accounts at risk to minimize churn.
• Analyze and act on leading indicators for customer success to address concerns before they become issues.
• Manage escalations from your direct reports by following an escalation process leading to executive sponsors.
• Identify opportunities for continuous account management improvement, including creating customer success playbooks.
• Partner with our Product teams, Relationship Managers, and internal stakeholders to identify products and services customers need to transform their businesses.
• Represent Automattic and WordPress VIP and build awareness of our products and services in the customer’s organization (i.e., WooCommerce, Parse.ly).

REQUIREMENTS:

• 8+ years of experience as an Account Manager, Web Delivery Manager, Account Director, Customer Success Manager, Customer Success Director, or a combination of those roles.
• Experience-based mastery of account management best practices and a demonstrated understanding of account strategies.
• Experience communicating and negotiating with C-Suite and other senior executives and stakeholders.
• A high degree of emotional intelligence and customer empathy.
• Excellent communication skills; written, verbal, and presentation.
• Demonstrated ability to steer and de-escalate sensitive or challenging customer situations.
• An understanding of Enterprise WordPress and our competitors.
• Prior experience in SaaS.
• Experience working in a distributed environment and with open-source software.
• Experience with customer success software is a plus.