nTop
Director of Customer Success
New York, NY | $165K - $195K
Qualifications
- 5+ years of people management experience, including experience leading CS teams who have executed high touch and tech touch models
- 5+ years of experience within a B2B SaaS environment, having successfully navigated early-stage companies
- You’ve owned renewals process, including playbook development and ongoing forecasting of retention/churn
- Proven track record of collaborating with Sales leadership to drive cohesive account plans & growth
- Deep understanding and experience with developing customer lifecycle programs
- Passionate about building culture of accountability, growth and continuous improvement
- Demonstrate operational excellence when it comes to problem solving, analytical thinking, process development, delegation and planning
- Possess a high degree of mental fortitude - you are comfortable addressing change and ambiguity
- Motivated by working in a fast-paced, collaborative environment with peers who challenge you to grow
- A systems-thinker; someone who intuitively understands interdependencies, asks follow-up questions, and drives to solutions that balance the success of initiatives across customer, company and people
Responsibilities
- You will report directly to the SVP of Customer Success and will oversee the Customer Success Management function, including the people and programs that support customer adoption, value, retention and growth
- You will be accountable for supporting nTop’s net revenue retention goal through weekly, monthly and quarterly initiatives that target achieving department-level goals related to retention/churn and adoption
- As a highly visible leader within GTM, you will play an integral role in bringing the VOC to all parts of the organization and will partner closely with directors across Solutions Engineering, Sales, Marketing, BizOps & Product
- Partner with the SVP of Customer Success to carry out the vision and strategic plan for the Customer Success organization
- Act as key advisor to the GTM team & broader business sharing recommendations and learnings as to how we can continuously improve the experience we deliver to our customers through quarterly and annual planning initiatives
- Demonstrate ownership over revenue target (gross churn, net revenue retention) and engagement metrics, and use those to drive continuous improvement of our programs and processes through short, mid and long term goals
- Own execution of the retention playbook, including driving measurement & accountability across the CSM, and partnership with CS & Sales leadership on escalations as needed
- Own weekly renewals forecasting activity with the CSM team and productively communicate forecast status, changes and escalations upwards
- Operate cross-functionally and partner with GTM and R&D stakeholders to help ensure that we maintain a strong feedback loop for customer insights & learnings
- Partner closely with the Director of Solutions Engineering to ensure there is cohesion and consistency across the Customer Success Management and Solutions Engineering teams
- Partner with Sales leadership to ensure that the Sales & CS teams are optimized for delivering on desired customer health and revenue outcomes
- Work across CS management to define and optimize customer lifecycle by introducing new programs, and/or optimizing existing ones
- Partner with the People Team to ensure that team health remains strong
- Use established competencies frameworks to provide meaningful feedback to your direct reports - both informally as part of 1:1s and formally as part of performance reviews
- Own performance review cycles for all direct reports, including the formal development of performance reviews
- Serve as a coach to your team by unblocking day to day challenges, as well as provide guidance around mid to longer term career path objectives
- Build and maintain systems that enable, motivate and drive accountability around team targets
- Address escalated client issues with thoughtfulness and urgency, aligning resources across the company as appropriate
- Create high levels of customer advocacy and engagement by building meaningful customer relationships with Champions and Decision Makers
Benefits
- Compensation: $165,000-195,000 base plus 15% variable
- 51-200 employees
- Software, Information Technology, Manufacturing, Technology, Internet, Engineering, Digital Media, 3D Printing, Design, Additive Manufacturing
- Privately Held
- Founded: 2015
- Last round: Series D
- Last round: US$ 65.0M
- New York, NY
- Company Specialties:
CAD, 3D Printing, Additive manufacturing, Mechanical engineering, Industrial design, Product development, and Generative design
Company information
nTop (formerly nTopology) was founded in 2015 with the belief that engineers’ ability to innovate shouldn’t be limited by their design software. We’re bringing additive manufacturing to mainstream production by enabling engineers to create complex geometries, optimize instantaneously, and automate workflows to create groundbreaking products in record time.
