Sr. Director, Customer Success

| Greater Denver Area
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Convercent is seeking a Sr. Director, Customer Success! This role will channel our expertise (internally and across customers) to redefine customer success as an enabler of global-scale enterprise adoption, create forecastable growth, and eliminate controllable churn. We want to make customers for life who become our best channel for growth through references and expansion.

Our team of Customer Success Managers helps our customers unlock the value of their experience with Convercent and is accountable for the retention and growth of our customers. Reporting to the EVP of Customer Success, this role will evolve account strategies to broaden our reach across and deeper into our growing enterprise customer account base and align tactics to customer segments, so we apply the right resources and workflows to desired outcomes. This role is a collaborative leader across Customer Success, Professional Services, and Support in defining our go-to-market customer experience strategies for the full set of existing customers. The ideal candidate will have deep account management experience, understand enterprise software sales and adoption lifecycles, work effectively with cross-functional groups, and know how to build and retain a great team.

Responsibilities include, but are not limited to: 

  • Develop our Customer Success Management team and associated practices to exceed revenue objectives from our customer base
  • Hire, develop, and retain a team of CSMs to align against and achieve Convercent’s revenue retention and growth objectives
  • Lead the CSMs through the development and management of strategic account plans and business reviews that can be used to create internal and customer alignment with their desired outcomes.
  • Enable and hold team accountable for identifying and developing account expansion opportunities and driving partnership with sales to close opportunities to maximize growth potential while ensuring a frictionless experience for our customers.
  • Work with Professional Services to identify opportunities to serve the customer with in a way that expands and optimizes their use of the solution
  • Coach the team through pricing and negotiation techniques, and provide tactical training on creating and managing opportunities and quotes through an opportunity lifecycle
  • Collaborate with Customer Marketing to identify, execute, and measure the effectiveness of customer retention programs
  • Work cross-functionally to identify and analyze success drivers and areas of risk, and partner with stakeholder leadership within CS, Sales, and Product to implement continued improvements across the customer lifecycle
  • Nurture and identify customer references for use in sales, product, and community activities
  • Work with Product, Outcomes (Services), Support, and Sales to institutionalize voice of the customer and other closed-loop customer feedback programs

Desired Skills/Experience:

  • 3-5 years of experience leading an account team with bookings and revenue responsibilities within a SaaS organization, preferably with experience with customer success or advocacy roles
  • Experience in effective change management to drive organizational alignment to a set of KPI’s tied to retention and expansion of existing customer base.
  • Experience in a CS organization driving customer engagement strategies from reactive to proactive, leveraging technology, data and analytics to optimize the customer experience.
  • Experience in developing and coaching leaders within CS
  • Experience owning an account portfolio, with responsibility for revenue growth and retention number
  • Strong customer facing skills and the ability to create and manage relationships at all levels of a customer organization 
  • Strong organizational skills and ability to lead a team in a fast-paced, dynamic environment
  • Experience working with cross-functional teams to effectively communicate and prioritize customer needs, develop interim strategies for success, and partner in business decision making
  • Experience with SFDC; experience with Force Management methodology, account management or Customer Success software a plus
  • Ability to perform comfortably in a growing, dynamic environment, which requires you to manage multiple tasks and priorities, create processes that scale, and help the team identify and work to their priorities
  • Excellent communication and presentation skills and proven ability to build strong relationships with customers, especially at the executive level
  • Willingness and ability to have uncomfortable conversations, internally and with our customers, that build trust, candor, and the paths for mutual success

About Convercent:

Robust. Agile. Collaborative. And you should see our software. Bringing the transformative power of the cloud to the compliance and ethics industry, Convercent's award-winning SaaS solution empowers our customers to be more effective and efficient in managing their compliance efforts. With an inclination towards innovation, Convercent is helping our customers raise the standard--and expectations--for how companies safeguard their financial and reputational health. 

Convercent is an equal opportunity employer and all qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • ASP.NETFrameworks
    • Microsoft SQL ServerDatabases

Location

RiNo/Cole @Industry Rino Station

An Insider's view of Convercent

What’s the vibe like in the office?

Convercent is a highly collaborative environment. I absolutely love that I can be in the kitchen, bathroom, or walking around and I will bump into people from all different departments and have really meaningful conversations. I really enjoy the people I work and interact with everyday!

ToniAnn

Manager, Event Marketing

What's the biggest problem your team is solving?

The process of ingesting data from our customers can be difficult and lengthy. Team Massive is working on a new implementation that can import multiple large files simultaneously and at a faster rate.

Merlin

Sr. Software Engineer

How has your career grown since starting at the company?

It's taken me down a path I would've never expected when I joined the team as an SDR five years ago. But that's one of the great things about Convercent. People have the opportunity and are supported to take their careers in so many different directions.

Patrick

Director, Learning & Development

What are Convercent Perks + Benefits

Convercent Benefits Overview

Convercent offers a comprehensive and competitive benefits package which includes: Healthcare (we pay 90% medical, dental and vision for employees), Unlimited PTO, Paid family leave (12 weeks for moms and 4 weeks for dads, spouses, or partners), Stock options, and a Monthly technology stipend

Culture
Volunteer in local community
Food for Thought Amp the Cause The Epworth Foundation
Friends outside of work
Eat lunch together
Intracompany committees
Culture Club BLM Task Force Guide Program Mentor Program
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Unconscious Bias Training Diversity Metrics Reported to our Board
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Team workouts
From virtual yoga and wellness practices to virtual 5K races, we support team workouts.
Mental Health Benefits
EAP Support Groups
Retirement & Stock Options Benefits
401(K)
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Role-based performance bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Convercent provides up to 4 weeks of parental leave for new parents.
Flexible Work Schedule
Convercent provides employees with a flexible work schedule that empowers them to balance work and life.
Remote Work Program
Convercent's remote work program supports employees working from home.
Family Medical Leave
Company sponsored family events
Convercent typically brings employees and their families together for the annual Summer Bash celebration. During quarantine, we have hosted a virtual talent show for teammates and their families!
Vacation & Time Off Benefits
Unlimited Vacation Policy
Sabbatical
Eligible employees get 5 days of paid sabbatical after their first 30 years of working at the company.
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
We support team building during Quarterly Business Planning and our annual HeartBeat event.
Game Room
Our game room includes Ping Pong.
Stocked Kitchen
Happy Hours
Parking
Pet Friendly
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Our mentorship program includes Career mentoring, Leadership mentoring.
Time allotted for learning
Customized development tracks
Paid industry certifications
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