Director of Customer Success
Job title: Director of Customer Success in Chicago, IL at Specright Inc.
Company: Specright Inc.
Job description: Director of Customer Success ManagerRemote, Reports to Chief Customer OfficerJob OverviewSpecright is looking for a Director of Customer Success (CSM) to drive long-term success for our customers, reduce churn, and surface expansion opportunities. As the Director of Customer Success, you'll play a critical part in building the CSM function at Specright as a player-coach. The ideal candidate is passionate about delivering excellent customer outcomes and confident in managing both technical and strategic conversations.About SpecrightSpecright is the first purpose-built, patented platform for Specification Management. Whether it's packaging, raw materials, formulas, products, or machines, Specright helps companies digitize, map, and take action across their supply chain to reduce costs, increase profitability, and drive sustainability. Specright serves customers across industries, including packaging, food and beverage, consumer packaged goods, pharmaceutical, retail, industrials, and more. Recognized as a leader in Specification Management, Specright was named to the Deloitte Fast Technology 500 list in 2024, one of Fast Company's Most Innovative Companies for 2023, had three executives honored as Supply & Demand Chain Executive Pros to Know in 2023 and won Food Logistics' 2022 Top Software & Technology Provider award. For more information, visit: .About the role
- Lead, motivate and develop a team of CSMs
- Enable team members to successfully manage, renew and grow a portfolio of accounts
- Lead, manage and execute renewal and software expansion strategies across your portfolio, partnering with Account Executive, Account Managers, Professional Services and Sales Operation
- Develop robust playbook that can be leveraged by CSM and other GTM teams
- Help your team members with professional development and career pathing
- Leverage domain thought leadership to help drive business value
- Partner with our account teams to position and sell value-added services across the portfolio
- Review and evaluate current internal business processes, and assess the need to update or change them to improve the quality of service or create efficiency
- Execute robust, data rich Quarterly Business Reviews
- Execute timely weekly and/or monthly customer check-ins
- Support ROI and Value Engineering customer engagements
- Maintain accurate customer health dashboards and reports
- Manage account escalations
- Ensure that renewal forecasts are accurate and timely
- Develop key executive customer relationships
- People love to work with you!
- You have 3+ years of experience in people management
- You have 5+ years of experience in customer success
- Experience in manufacturing, consumer goods, packaging, or supply chain preferred
- You are well versed in product capabilities and how they align to business value
- You have a bias for action
- You have experience standing up the right technologies to enable your team (e.g. Customer Success platforms like Gainsight, ChurnZero, etc.)
- You value getting the right stuff done at the right quality level
- You thrive on continuous self-improvement for yourself and your team
- You value transparency and are committed to the success of our customers and your teammates
- You hold yourself accountable to deliver high-quality work
- You push teammates to streamline work, create efficiencies and improve processes that enable us to better serve our customers
- You are willing and able to travel up to 40% of the time
- You enjoy diversity of thought, approach, and opinion
- Competitive salary commensurate with experience
- Equity participation
- Full benefits package that includes health, life, dental, 401k, etc.