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Director, Customer Success

Ombud

Ombud

Customer Service, Sales & Business Development
Denver, CO, USA
Posted on Friday, December 1, 2023

Company Description:

At Ombud, we thrive on transforming complexity into clarity. As a progressive and fast-growing SaaS company, we offer innovative solutions that streamline collaboration and foster seamless workflows for a diverse client base. Our mission is to bring order to the chaos, delivering unrivaled context for decision-making that empowers organizations to reach their full potential.

Our approach is driven by a thirst for exceeding customer expectations and an unwavering commitment to industry-leading innovation. As part of the Ombud team, you'll join a vibrant community of thinkers and doers, united in our ambition to push boundaries and redefine what's possible.

We value the unique perspectives and rich experiences our diverse team brings and foster an inclusive culture that encourages growth, promotes accountability, and champions integrity. At Ombud, you'll not just be part of the team; you'll play a pivotal role in shaping our journey, making an impact that resonates across industries.

Our people are at the heart of all we do. As we continue to scale, we’re seeking ambitious individuals who are ready to make their mark and help us shape the future of collaborative solutions. If you’re passionate about using your skills to drive meaningful change and want to be part of something bigger, Ombud could be your perfect fit.

Join us as we continue to evolve, disrupt, and lead in our journey to shape the future of collaboration.

Position Overview:

At Ombud, we're not just building a software platform – we're revolutionizing how businesses operate. We transform chaos into context, bringing clarity and efficiency to our clients' operations. We are on the lookout for a seasoned Director of Professional Services/Customer Success to steer our customer success journey to new heights. This pivotal role not only ensures the thriving success of our clients but is also crucial for exceeding our net revenue retention targets. You'll take the helm of scaling a robust team, emphasizing the development and growth of a 15+ person team dedicated to customer-first, service-oriented excellence.

Requirements:

  • Oversee the strategic direction and operational execution of the Customer Success Organization.
  • Architect and cultivate a team of leaders who will spearhead change management for top-tier enterprise clients utilizing the Ombud Platform.
  • Spearhead Ombud’s Customer Success strategy and operational plan, fostering a culture of continuous improvement and innovation.
  • Develop key performance metrics that align with driving renewal and upsell opportunities.
  • Strengthen collaborative ties with Product and Marketing teams to enhance client support experiences and product integration.
  • Manage and optimize our Customer Success tools, including Zendesk, ensuring efficient communication and support workflows.
  • Champion customer advocacy by capturing feedback and collaborating with the Product team to influence future developments.
  • Drive initiatives to bolster customer loyalty and product adoption, leveraging personalized engagement strategies.
  • Analyze account health and customer engagement metrics, strategizing on retention and growth.
  • Lead a robust renewal and upsell strategy to maintain and expand our revenue base.

Qualifications:

  • You bring 8+ years of customer-facing experience, with at least 5 years steering a Customer Success division within the software sector.
  • You have a track record of managing substantial recurring revenue with impressive growth.
  • You're adept at communication, both written and verbal, and excel in fostering strong interpersonal relationships.
  • You're a proactive leader who is organized, self-motivated, and thrives in collaborative settings.
  • You have a demonstrated history of scaling support teams and operations in response to business needs.

What Ombud Offers You:

  • The chance to work on a disruptive product with the potential to transform an industry.
  • A collaborative work environment where your contributions are recognized and valued.
  • Competitive salary and benefits package, including equity options.
  • Opportunities for professional development and growth within a dynamic, fast-paced company.

Compensation Range: $100,000 - $130,000