Customer Success Director

  • Persado
  • Remote
  • Nov 16, 2021
Full time Business Development Customer Service

Job Description

Who We Are:

Persado is a high-growth, category-leading AI platform that helps data-driven executives – including CMOs, CXOs, CDOs, CFOs, and P&L owners – unlock a new lever of value creation by ensuring the right words are used at every customer interaction. Persado delivers hundreds of millions in incremental value to some of the biggest companies in banking, insurance, retail, telecom, healthcare, and more. The Persado platform uses natural language generation, machine learning, and experimental design – powered by the world’s largest language knowledge-base of millions of tagged and scored words and phrases – to deliver a 41% average lift in conversion across customer engagement channels.

Words matter. As organizations become more obsessed with personalization, Persado has proven that being able to deliver the right message is a core functional need for every company in the world – making the choice of words a multibillion-dollar blind spot across the enterprise. Persado is the only company with the technology and expertise to illuminate that blind spot in the enterprise customer experience and personalization stack.

As an employer, Persado is committed to creating a place where everyone’s unique perspective is valued and where people can do their best work. We understand that our team members and our inclusive culture are what make Persado special and are the key ingredients to our continued growth. We believe in and live by our company vision and values. We invest time and resources in people-centric programs. We work hard as a team to innovate, deliver great value to our customers and partners and create a positive, productive place to work every day. And the impact shows in our above-benchmark employee engagement. We’re also proud to be named to Fast Company’s World’s Most Innovative Companies list in 2020 and Built In’s Best Places To Work in 2021.

What We Are Looking For:

As a Customer Success Director, you will be responsible for partnering with your customers in driving value through adoption of Persado’s platform. You will collaborate with customers daily to build relationships, drive utilization, provide awareness to all available Persado solutions, deliver operational excellence, and uncover growth opportunities.

What We Want You to Do:

  • Maintain the customer success plan including maturity roadmap, key milestones, and value realization journey
  • Drive customer engagement and platform adoption across key users of Persado and ensures alignment of sponsorship from the customer to continue on the maturity path
  • Coordinate internal resources, third parties, and help customers stay on track for value realization through strong project and program management skills
  • Acts as a “Trusted Advisor” to the customer to guide them on their maturation journey and consistently advocate for the customer’s outcomes
  • Drive consistent engagement with Persado users, key champions, and executive sponsors of Persado within customer organizations
  • Own the day-to-day collaboration with the customer to consistently validate and execute the scope of their quarterly, semi-annual, and annual objectives
  • Be a Persado expert on our product offerings; educating and onboarding new and existing teams/business units across the client on terminology, concepts, values and principles related to the “test and learn” creative process

What We Want To See:

  • 7-10 years of relevant experience as a Customer Success Manager, Customer Program Manager, Account Manager, at a high growth Enterprise SaaS company, or equivalent experience in digital agencies working with Enterprise customers.
  • Experience in establishing and growing senior-level client relationships (CMO, CEO, SVP, etc.), being seen as a trusted advisor
  • Demonstrated strong project and program management experience
  • Experience working on client proposals; you are also a natural storyteller
  • Is data-driven; seeks out solutions & defends decisions with data and is very comfortable with financial business cases, ROI calculations and data analysis
  • Very comfortable in managing up, and representing your point of view to senior management in reviews and strategy sessions
  • Good at multi-tasking, managing many aspects of client engagements across several cross-functional groups, including client teams
  • Presents very organized and structured thinking for planning and execution purposes
  • Strong ability to anticipate issues and communicate effectively with internal and external stakeholders
  • Strong foundational understanding of the digital marketing ecosystem, including email marketing, display advertising, social, mobile commerce, etc.
  • Experience in leading any number of customer interactions including status calls, building program presentation decks, and key communications across several cross-functional groups
  • Good at managing multiple workstreams including all aspects of customer engagements and communicating clearly the implications to key customer team stakeholders

Who You Are:

  • Obsessed with customer outcomes
  • A fast learner, eager to learn about new solutions, technologies and processes
  • Solid analytical thinking and problem-solving capability
  • Collaborative team player with the ability to shift gears quickly and efficiently
  • Dependable, reliable with strong attention to detail
  • Self-driven, professional, and proactive to take ownership of projects
  • Strong communication skills, ability to own meetings and keep everyone on track

What We Offer:

  • Achieve your life goals and work goals at Persado.
  • Competitive salary and equitable compensation - We’re committed to equal pay with regular market rate salary adjustments
  • Generous Benefits Package globally
  • 401k to prepare for your future
  • Paid holidays and flexible paid-time-off
  • Persado Cares! 2 paid Volunteer days per year and charitable giving matching
  • Structured onboarding as well as an annual education fund for continuous Learning & Development tied to a personalized career path
  • Diversity and Inclusion Initiatives: Persado is committed to fostering, cultivating and preserving a culture of diversity and inclusion. We continue to hire without regard to race, ancestry, place or origin, color, ethnic origin, citizenship, creed, religion, gender identity, sexual orientation, age, marital status, same-sex partnership status, family status, or disability.
  • All the gear you need to work smart

Valuing diversity at Persado means recognizing and respecting human differences and similarities. Persado is committed to diversity with respect to all aspects of employment. All decisions regarding recruitment, hiring, promotion, compensation, employee training and development, and all other terms and conditions of employment, will be made without regard to race, religious beliefs, color, gender identity, sexual orientation, marital status, physical and mental disability, age, ancestry or place of origin.

Classification: Public

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