Senior Director of Customer Success

| Greater Denver Area
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 Founded in 2009, SendGrid is an industry-disrupting, cloud-based email company that solves the challenges of reliably delivering emails on behalf of our customers.  We deliver over 35 billion emails a month for customers like Airbnb, Spotify, and Uber.

At SendGrid our customers experience and making them successful is one of our most important tasks. We will not be successful unless our customers are continuously receiving value from SendGrid. In this role you will lead the Senior and Strategic Customer Success Managers and be responsible for the development, professional growth and continuous improvement of each member of the team.  You will have proven experience in expanding existing accounts as well as retaining high value customers. You are skilled balancing the Customer’s Success and SendGrid revenue goals.

What You’ll Do 
  • Live by and champion our cultural values of Happy, Hungry, Honest, and Humble
  • Drive positive customer success outcomes: retention, expansion, churn reduction, customer advocacy and overall customer lifetime value
  • Deliver on-going reporting and visibility into team and individual performance
  • Cultivate leaders and managers on your team to support the growth of SendGrid
  • Multiply your impact by mentoring and teaching your team best in class customer management at all levels
  • Ensure your team maintains high levels of customer retention, customer satisfaction and customer expansion as measured by quarterly goals, surveys and NPS
  • Formulate and implement the strategic plan that guides the direction of your area of responsibility
  • Maintain the awareness of both the external and internal competitive landscape, opportunities for expansion, customers, markets, new industry developments and standards
  • Collaborates with VP and other leaders to create a shared vision, mission, and goals of where and how you want to take your team
  • Lead your team into a changing future, inspiring & communicating effectively on how to create new value and innovate
  • Next level & selfless leadership including continuously managing performance, developing career paths, communicating purpose, goals, progress, and then coach, mentor and provide feedback
  • Leads your team in understanding the importance and supporting the ability to drive new business growth through greater advocacy and reference-ability
  • Support your team with pricing negotiations using skills that balance customer and SendGrid perspectives
  • Inspire your team to be customer evangelists that are as passionate as you are about customer success 
  • Partner with Technical Support leadership to ensure a seamless customer handoff of escalated technical issues
  • Develop strong relationships with Engineering, Operations and Product to ensure cohesion and shared understanding of goals, initiatives, team performance and service levels
  • Drive team to exceed company growth and retention forecasts. Oversee initiatives set forth in Quarterly Goals
  • Inspire Customer Success Across Company. In tandem with other CS managers create company-wide culture of Customer Success. Align with Marketing, Product and Sales around key metrics and objectives
  • We're an agile, fast growing company and this job description isn't meant to be a complete list of your qualifications or all of the things you'll do 
About You 
  • 10 years of Sales or Customer Success, preferably supporting a technical SaaS product
  • High technical aptitude
  • Minimum 4 years of leadership and/or management experience
  • Motivated, goal oriented, persistent and a skilled negotiator
  • Advanced Excel skills
  • A passion for customers and problem solving
  • High level of initiative
  • Lead by example
  • You take charge in stressful situations and help guide your team through the process
  • Plans and carries out responsibilities with minimal direction
  • 4 year degree
  • Strategic - Provide proactive, meaningful insight & identification of long-term or overall aims and interests and the means of achieving them. Clear and directly face the strengths and weaknesses, as well as external opportunities and threats
  • Emotionally Intelligent - Recognize their own, and other people's emotions, to discriminate between different feelings and label them appropriately, and to use this to guide thinking and behavior
  • Decisive - Uses a framework or process by which to make decisions. At times, will need to make decisions quickly and often with incomplete data
  • Persuasive - Bring others to their point of view using logic, data, and emotion. Have a formal process and framework by which to make qualitative and quantitative points, not just using emotional appeals
  • Accountable - Being willing to answer for the outcomes resulting from their own choices, behaviors, and actions. Take ownership of situations that they're involved in
  • Self Motivated - Motivated to do or achieve something because of one's own enthusiasm or interest, without needing pressure from others
  • Focused - Achieve what they set out to do before launching new initiatives. Complete company-linked goals and tasks, not simply to be busy and active
  • Collaborative - A keen ability to support cross-functional projects and decisions. Gets energized from working within a team and cross-functionally to achieve the company's goals 

SendGrid is proud to be an equal opportunity employer. We are committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, genetic information, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status.

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Location

1801 California St, Denver, CO 80202

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