Customer Success Director

NAEHAS

This is an exceptional opportunity to join a privately held, fast-paced, Software as a Service (SaaS) national company based in Silicon Valley.  The Naehas vision is to deliver personalized products, offers, disclosures and customer experiences with the leading financial services industry cloud.

Our people and culture are our top priorities. We value the contributions our employees make and work hard to ensure their voices are heard and accomplishments are recognized. Our purpose is to create an environment where you will get to do your best work and be part of a team that will help you grow personally and professionally. Our recipe for success is very simple - “Passionate team members translate into happy customers and great products.”

THE POSITION

Naehas is seeking to hire a dynamic Director of Customer Success to own the success and retention of our existing clients.  This role is responsible for leading all aspects of value delivery, relationship management, and growth of one or more existing accounts, while leading a team of Customer Success Managers.  

Our ideal Director of Customer Success has to be strategic and able to establish themselves as a partner to their customers.  They must be highly detail oriented and should know the customer’s process better than the customer themselves.  One of the main goals of this role is to find opportunities for growth and establish imperatives for success working closely with the Product and Services teams.  

THE OPPORTUNITY

This is an incredible opportunity to work with Naehas’ largest and most strategic customers at respected and well-known brands. Naehas leadership means being fueled by your desire to make an impact on our company and our customers. Your bucket gets filled up by tackling problems and creating solutions with other smart and like-minded professionals and having some fun along the way. Most of all, our leaders are passionate. Passionate about their work.  About their teams.  About making our customers better. And about making Naehas the leading Product Lifecycle Management software for financial services.

THE TEAM
You will be part of a team that acts as advocates for our customers by understanding their business challenges and collaborating with empathy to deliver a high-quality customer experience. The Customer Success team will develop strategies to improve customer satisfaction, retention and growth.  They are responsible for building relationships with customers, ensuring they get value from Naehas’ products and services, and helping to drive long-term revenue growth. Customer Success works closely with other departments, such as Product, Sales, and Services, to identify customer needs and develop solutions. 

Requirements

THE SKILL SET

• Bachelor's degree or 10+ years of experience in the field, or in a related area.
• 6-8+ years experience leading SaaS/software delivery and/or consulting for large complex enterprise customers.
• 6+ years of professional experience in technology services or consulting or in a field relevant to our customers.
• 6+ years of external relationship management demonstrated the ability to build excellent relationships.
• Highly intelligent, detail-oriented, and intellectually curious by nature.
• Outstanding client-facing skills with a history of building extraordinary relationships with clients and colleagues.
• Ability to oversee a variety of different projects simultaneously; adapts quickly and easily.
• Excellent communication and interpersonal skills, including experience successfully delivering presentations and managing meetings.
• Exceptional escalation management skills.
• Ability to demonstrate thoughtfulness and excellent judgment when selecting methods and techniques for achieving business value.
• Independently organizes and performs work required with minimal guidance, direction, and follow-up.
• Ability to forecast work accurately, proactively manage workloads, and assist CSM teams with doing the same.
• Takes initiative and ownership. Proactive, results-oriented, with a can-do attitude in meeting critical deadlines.
• Ability to work creatively and analytically in a problem-solving environment.
• Ability to proactively identify business opportunities related to customer engagements.
• Willingness to travel. Our typical projects can require travel and at times may be short notice due to client requests. 

PREFERRED

• Deep knowledge of financial services and core banking systems.
• Experience working in an agile environment.
• Certifications such as the Project Management Professional (PMP) are a plus.

ADDITIONAL INFORMATION

• Travel may be required, up to 25%
• Base salary: $155,000 - $175,000

We believe the best way to understand our organization and culture is through our values:

• Reality - Acknowledge it early and be comfortable sharing it with the team
• Ownership - Be self-aware and personally accountable
• Courage - Put in best effort even under trying circumstances
• Trust - Respect team members - prove each other right
• Curiosity - Intense desire to explore and understand new solutions
• Flexibility - Flexibility and innovation are more important than efficiency
• Integrity - Our reputation is more important than making money

Benefits

If these values resonate with you then we look forward to meeting you. Here’s what we have to offer you as a team member at Naehas:

• Competitive compensation
• A full suite of benefits, including health, vision, dental, and retirement
• A casual workplace that appreciates and respects each employee's ideas
• The agility of a growing and profitable start-up environment
• Flexible work arrangements