Director of Customer Success

Public sector agencies, utilities and large health systems license our asset management platform under multi-year contracts. Headquartered in Chicago since 1990, the company now sells in 40 countries and supports customers in 11 languages. Releases go out Tuesday mornings, never on Fridays.

Overview

Holcomb is hiring a Director of Customer Success for our New York City location. We want someone who can read usage data, spot churn risk early and get the right people on a call before it is too late.

Your responsibilities

• Drive renewals alongside the commercial team, starting 120 days out.
• Document every customer touch in Salesforce.
• Build success plans with measurable goals for each account.
• Recruit happy customers for references and case studies.
• Flag expansion opportunities to the account executive or account manager.
• Own a portfolio of 30 to 50 accounts and their overall health.

Required qualifications

• 8+ years in customer success, account management or implementation at a SaaS company.
• Able to learn a technical product and explain it in plain terms.
• Organized across many accounts at once.
• Bachelor's degree or equivalent experience.
• Travel up to 15%.
• Calm under pressure when a customer is angry.
• Working knowledge of Salesforce.

The base pay range for this position is $215,000 - $280,000 a year. Actual pay depends on experience, skills and location.

Benefits

• Medical, dental and vision insurance.
• 401(k) with a 100% match up to 5%.
• 12 weeks of paid parental leave.
• Cell phone reimbursement.
• Life insurance.

Holcomb is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Applicants must be authorized to work in the U.S.

Start: Flexible.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Holcomb, LLC.