Senior Director, Customer Success

At Khoros, our passion is to help the world’s best brands create customers for life. We build products we’re proud of, and we’re passionate about customer success. As part of the Vista Equity family, you’ll receive best-in-class development opportunities and the ability to work with global brand customers like Samsung, HP, Sony, and Visa.

Job Overview

We are looking for an exceptional Customer Success leader to ensure the success of our growing base of enterprise customers. In this role, you will lead a team of seasoned Customer Success Managers (CSMs) who serve as long-term strategic and operational guides for Khoros customers and manage the health of a $80-$90M portfolio of business in the North America region. The customers in your portfolio will not only represent some of the world’s most recognized brands. They also will have invested substantially in their digital customer engagement programs and relationship with Khoros across one or more of our lines of business. They will look to your team and to you for a frank assessment of their program, inspiration on what it should/could be, best practices to bridge the gaps, and connections to all the right people at the right time, both within Khoros and across the Khoros customer community.

You will be working alongside peers and the VP Global Customer Success and Strategy to evolve Khoros’s Customer Success practice. We are a learning organization and are ambitious in how we challenge ourselves to be better. You will be key in helping us improve how we plan/forecast the business, how we drive action and articulate business value with customers, how we deliver a great cross-functional experience, how we develop and grow our people, and how we ourselves marshal customer experience technologies to develop customers for life.

You will also be closely aligned with senior colleagues in Support, Professional Services, Customer Operations, Product, Sales and Finance to ensure a cohesive, thoughtful customer journey, drive healthy platform adoption and foster broader innovation and growth for the company. Much of this work will be incorporated into your day-to-day, but you will also take on larger change initiatives in this senior-level role.

Some Responsibilities Include

• Managing a book of business representing $80-90MM in ARR across enterprise customers in a range of industries (incl., Tech, Telecom, Financial Services, Business Services, Manufacturing, Retail and Media), across four lines of Khoros business (outbound Marketing, Digital Care, Community and Strategic Services)
• Coaching a talented and committed team of 6-8 CSMs as well as line managers overseeing the North America team on ways to drive healthy adoption of platforms and practices, deliver and articulate business value, deepen customer relationships and identify growth opportunities
• Delivering and continuously evolving the Khoros point of view on the ideal customer journey, valuable customer interactions across digital channels and changing customer behaviors/trends (including as a result of the current health and economic crisis)
• Serving as key management escalation point for customer needs and issues, working alongside Support, Product/Line of Business, Services, Sales and Finance leadership towards resolution
• Distilling and communicating broader customer patterns/themes, both risks and opportunities, to executives on behalf of the CSM team
• Developing and advancing our Customer Success infrastructure (workflows, tooling and data), on which we rely on not only to deliver service at scale, but also to ensure a cohesive experience across our organization
• Leading or substantially contributing to major change initiatives, most focused on evolving our own customer experience and innovations across functions and lines of business
• Recruiting, retaining, and developing the significant talent contained within the CSM team, including evolving our enablement programs and career pathing
• Note: 25% travel expected when face-to-face experiences with customers are resumed
  
  

Requirements

• 5+ years experience leading a team of motivated and seasoned customer success professionals or similar customer-servicing specialists (e.g., account managers, project managers, CX staff) -- ideally, this includes leadership of some line managers
• Direct knowledge of digital marketing, digital care or online community or related domains (e.g., broader brand experience, customer support or CRM) -- you will be looked to often for subject matter expertise from your customers and colleagues
• Demonstrated track record in managing a sizeable book of business, including forecasting, staffing/capacity management, risk management and opportunity management (in the form of renewals/retention, expansion and advocacy)
• Experience working closely with professional services and tech support staff to deliver end-to-end solutions and address adoption/usage challenges -- ideally, with platforms that are technically complex
• Keen understanding of customer health drivers and risk, and willingness to bring executive-level visibility and action to risks when necessary
• Experience in building out or evolving infrastructure to support reliable delivery of service at scale (e.g., playbooks, workflows and reporting with SFDC, Gainsight, or related tools)
• Passion and tenacity for delivering an ever-better customer experience and developing lifelong customer relationships -- it’s not only our function, it’s Khoros’s reason for being
• Passion and aptitude for technology and the business transformation it enables
• Ability to inspire confidence and drive action both internally at Khoros and externally among enterprise customers
• A growth mindset, along with a willingness to take measured risks and give/take feedback
  
  

This is a United States-based, remote position; however, at this time we are not able to consider candidates living in the following states: Alaska, Arkansas, Delaware, Hawaii, Idaho, Iowa, Kentucky, Nevada, North Dakota, South Dakota, Tennessee, Vermont, West Virginia and Wyoming.

The base salary range for this role is $150,000-$160,000 with a commission variable. Any offered salary is determined based on internal equity, internal salary ranges, market data/ranges, applicant’s skills and prior relevant experience, certain degrees and certifications. Your actual pay will be based on your skills and experience — talk with your Talent Acquisition Partner to learn more.

At Khoros we encourage our employees to be real. In keeping with this philosophy, we appreciate diversity and welcome all qualified applicants regardless of race, religion, sex, age, national origin, sexual orientation, disability, veteran status, genetic information or criminal history. If you feel like you don’t meet all of the requirements for this role, we encourage you to apply anyway. We know confidence levels and imposter syndrome can get in the way sometimes. We don’t want either to get in the way of finding awesome candidates!

About Khoros

The Khoros platform connects every facet of customer engagement, including digital contact centers, messaging, chat, online brand communities, CX analytics, and social media management so brands can listen, respond, and act on customer conversations- creating deep relationships and fostering brand loyalty and advocacy.

Khoros offers a great working environment and competitive compensation and benefits packages. We're looking for fast-thinking, innovative, passionate team players who enjoy brainstorming new ideas, working with the best and brightest in the social media software industry.

Our Core Values

Accountability - We embrace an ownership mentality

Customer-Centricity - We are obsessed with achieving customer value

Agility - We move with urgency and purpose