Ombud is seeking a Director of Customer Success to lead our customer success organization. This role is essential for ensuring the success of our clients but also meeting our net revenue retention goals. Reporting to the CEO, you will help Ombud maintain the highest level of service while scaling a team of self-sufficient, customer-first, service-oriented professionals.

You will be responsible for driving the strategic direction of Customer Success as well as building and executing against the current operating plan.  You will be responsible for measuring, assessing and growing the organization to support key metrics, including: evaluating team performance and morale, account health, and account management strategy to drive renewal. 

What You’ll Do: 

• Become an expert in Ombud’s software solutions and educate customers and the team on the use and benefits of our software product(s)  
• Define and execute Ombud’s Customer Success strategy
  • Establish performance metrics and seek continuous improvement
  • Build and maintain relationships with Product and Marketing to better our client support experience and documentation as well as incorporate new functionality best practices
  • Own and maintain Zendesk solution for CS team (settings, views, triggers, automations, holiday calendar, etc.)
  • Own all bulk communication with our customers
  • Measure satisfaction using NPS surveys and Customer Satisfaction surveys; build and drive follow-up process in response to customer feedback
• Be a customer advocate, capturing user feedback and reporting requests to Product team
• Recruit, manage, develop and lead our highly collaborative and customer-focused team 
• Drive customer loyalty and product adoption through a variety of mediums, including webinars, account-based strategies
• Analyze and report on account health
  • Monitor, analyze, and grow NRR annually per account
  • Track account health using engagement metrics
  • Conduct quarterly account-level goal setting process with CSMs
  • Define and execute account segmentation strategy (verticalized by industry, company size, etc.) to roll out relevant account support 
• Maintain revenue base by leading account retention and renewal strategy
• Own strategic oversight of Ombud University to ensure our customers and internal teams are successful in the full utilization of our platform
• Maximize user training effectiveness by contributing to content, assessments and evaluations, as well as deploying innovative, blended learning delivery methodologies
• Tailor trainings to align with our customers’ business needs 

About You:

• 5+ years of experience in a customer-facing role 
• 3+ years of experience leading a Customer Success organization in the software industry
• Proven record of exceeding revenue targets
• Excellent written and verbal communication skills
• Inherent drive to support colleagues and clients alike, with strong interpersonal skills
• Ability to understand and articulate technical concepts and derive solutions
• Confident, organized, self-motivated, and collaborative
• Scale support team and operations based on the needs of the business
• Experience scaling a support organization
• Experience with Zendesk and Salesforce 
• Bachelor’s degree 

More About You:

• You are passionate about people and customer service
• You dive head first into data to analyze ways to improve
• You love mapping out new processes and modifying outdated processes
• You are professional, and it shows 
• You want to win, for yourself and for Ombud  

Ombud Values IT WAR:

• Integrity: Total trust in the team; striving for what is good and right 
• Thought Leadership: Mediocrity is not the fail-safe; aptitude and desire to continue learning 
• Willingness: Prompt to act or respond; contribute outside of your job description 
• Ambition: Self-Starter that doesn’t wait for things to happen, Focus and Drive to accomplish something great; relentless pursuit of opportunity  
• Reliability: Perform consistently well; dependable   

What Ombud Offers You:

• A culture that fosters career development and values working together as a team 
• Employee Stock Option Plan (our employees are owners)
• Full Benefits, including:  Healthcare, Dental, Vision, 401(k), Paid Leave, Sabbatical, RTD Eco-Pass 
• Downtown Denver working environment 

About Ombud: Ombud is building an Intelligent Process Automation platform that scales intelligence across global organizations by re-inventing how content is managed, collaboration is orchestrated, and machine learning is applied to streamline sales operations. The Ombud platform is changing how people organize, collaborate and execute their day-to-day workflow while improving their quality of life and organizational efficiency.  Industry innovators such as Nutanix, Kronos, Palo Alto Networks, Zendesk, SendGrid, Ping Identity, Instructure, LogMeIn, HubSpot, Anaplan, and Cloudera use Ombud to create a competitive advantage, increase thought leadership, and grow their businesses.