As a Director, Customer Success, you will lead a team of Customer Success Managers who support customer lifecycle for onboarding, customer adoption, on-going support, optimization and expansion, retention and overall customer satisfaction. Customer Success Managers are the main point of contact for all inquiries related to additions deletions, modifications, changes, and other general inquiries. The Customer Success Team is responsible for customer retention and prevention of churn across the customer base.
The Customer Success team members must have a strong understanding of IntelePeer’s customer’s business objectives and the ability to identify and articulate how IntelePeer’s solution supports the achievement of the customer’s business goals. They manage the customer experience across IntelePeer’s customer base, meeting agreed upon retention and usage targets. Team members are responsible for understanding the health of IntelePeer’s customers, ensuring its customers grows into advocates of IntelePeer.
This position may have access to Protected Data. Protected Data is sensitive information, usually client or client customer data that reveals personally identifiable information, or health, or financial information.
REPORTS TO: Chief eXperience Officer
LOCATION: Dania Beach, FL
DIRECT REPORTS: 2-5 full time employees