Founded in 2016, Suuchi is reinventing the apparel supply chain and is the answer to one of the last multi-trillion dollar problems yet to be solved.

We are enjoying significant business momentum, selling our platform to large and midsized brands to drive shorter lead times, improve gross margins, and sell more faster. We now need to protect this momentum and foster customer advocacy under the leadership of a Director of Customer Success, who will develop and execute repeatable, data-driven, actionable and scalable processes that deliver superb customer experiences and over-achieve annual customer retention and expansion targets. The Direct of Customer Success will reinforce a culture of accountability and achievement for both short-term and long-term goals and objectives. Working collaboratively with the CEO and senior management team, in particular Sales, CFO, Marketing, Product and Operations, the Director of Customer Success will clearly articulate, create, lead and execute the company’s revenue protection, customer satisfaction and advocacy plans.

Specifically, the Director of Customer Success will:

Define and Optimize Customer Lifecycle

Segment the customer base and varying strategies
Map customer journey in alignment with segmentation
Develop listening points in journey (e.g., adoption, usage, customer satisfaction, etc.)
Standardize onboarding and training solutions, as well as interventions for critical points in journey (develop the “Playbook”)
Identify opportunities for continuous improvement and learnings from industry best practices

Drive Measurable Customer Success Outcomes

Improve revenue retention and renewal rates
Drive up NPS
Influence upsell/cross-sell opportunities
Increase customer LTV through higher product adoption and usage rates, customer satisfaction and overall customer health scores
Support new business growth through the identification, fostering and promotion of customer advocates

Build Out Customer Success Operations

Define operational metrics for team, including customer health scorecard
Assess, select and implement system for monitoring operational metrics and taking action on them
Create cadence for account and trend reviews within team

Inspire Customer Success Across the Company

Reinforce a customer-first culture
Ensure alignment of customer success motion, insights and actions with Product, Marketing, Sales, and Finance
Align with Executive Team around key metrics and objectives
With Marketing, drive company-wide definition and application of the ideal customer
With Product, create company-wide customer feedback loop

Lead World-Class Customer Success Team

Attract and develop “A Player” Customer Success Managers to own relationships, ensure customers are successful, challenged and reach their desired outcomes with Suuchi’s platform
Create rapid onboarding process for new team members
Foster collaboration within team and across customer lifecycle

The Person

Ability to Over-Achieve: Proven track record of consistently over-achieving NPS and SaaS product revenue retention targets as a manager and individual contributor through building lasting customer relationships with mid-market and/or enterprise scale accounts.
Team Builder: Experience building and managing customer success teams of A players with strong ability to inspire early-career professionals
Playbook: Track record of defining and operationalizing customer success methodology and process. Has a playbook for onboarding, building SaaS product success plans for customers, as well as scoring, monitoring, achieving and assessing risks to customer health
Analytically Capable and Metrics Driven: Makes data-driven decisions with understanding of the data and its sources. Is continuously working to optimize process to improve customer success metrics. Presents business insights to customers to help them make better decisions.
External Relationships: Has a track record of establishing customer relationships across a variety of industries. Thinks outside the box when helping customers solve problems.
Strategist & Tactician: Thrives in an entrepreneurial, startup environment, moving quickly, thinking strategically, and superb at tactical execution. Able to set quarterly and annual plans to meet revenue retention objectives, coalesce these strategies into tactical plans, set objectives for team members and hold people accountable to achieve the agreed objectives.

Personal Characteristics

Customer-focused with strong empathy AND passion for revenue, growth, and quality service (internally and externally)
Energetic, assertive, tenacious with high attention to detail
No/low ego with willingness to do whatever it takes for the customer and the business
Shows the highest level of integrity, intent, ability and results in all endeavors building trust with all stakeholders
Strong work ethic, positive attitude, professional poise and self-starter
Has the courage to test, refine and implement new ideas
Personal flair and influence; motivates and inspires others to act and perform
Team player highly adept at building strong relationships internally and developing staff to do the same

Competencies

5+ years’ experience in developing and executing Customer Success function in a SaaS business model, at an early-stage business that scaled from $10MM ARR to $50+MM ARR
Player-Coach who leads by example and is willing to do heavy-lifting as well as mentor people to realize their potential and strengthen the company; ability to motivate others in a fast-paced environment.
Ability to manage influence through collaboration, persuasion, and negotiation
Ideally combined background of revenue retention and expansion responsibilities
Analytical and process-oriented mindset
Demonstrated desire for continuous learning and improvement
Excellent presentation, organization, listening and interpersonal skills, with an ability to write and speak succinctly
Ability to build teamwork and a healthy, respectful, yet driven culture.
Can think creatively to generate and implement unique programs and strategies.

Suggested Searches