Director, Customer Success (Key Accounts)

Job Title: Director, Customer Success (Key Accounts)

Location: Central or Eastern Time Zones

THE OPPORTUNITY:

Although we’re proud of our history, we’re just as excited about the future.  We want to create a world-class culture and company that attracts, develops, engages and retains the nation’s elite talent.  

At Salesloft, our Director, Customer Success (Key Accounts) is pivotal to our company’s success.  You will be a key member of our fast-growing Customer Success Organization acting as an influential leader driving our customer strategy. You will manage a high-performing team of 10+ Customer Success professionals, empowering your team to deliver a best in class customer experience to our largest customers, our highest potential growth customers in the company.  

In this role, your priorities will be to partner with other CS leaders and your Revenue counterparts to refine processes, systems, and resources to successfully support our largest customers. You will own your team’s performance metrics and be responsible for guiding them to meet and exceed their goals.   You will prioritize relationship-building at the executive level with our largest customers and will ensure your direct reports are doing the same in their own books of business. You will own the renewal forecast for your segment, reporting metrics to our executive team weekly and reporting on renewal trends quarterly.

In addition to working with amazing colleagues who exemplify our ‘team over self’ core value, you will also have the opportunity to standardize activities that CSMs execute at each stage in the customer journey. Internal alignment is critical to success, you will partner closely with Marketing, Sales, Product and other internal stakeholders to rally the organization around customer outcomes. Daily you’ll focus on developing your team - coaching them to deliver ROI and strategic guidance for their customers. Remember, you are an innovator of our customer experience and you will have an opportunity to make a difference. 

WHAT WE’RE LOOKING FOR:

We are seeking an experienced customer facing leader who will manage a team of CSMs dedicated to engaging, retaining and driving our customers' outcomes with of Salesloft product offerings. The Director, Customer Success is measured on the retention and adoption of a book of business within the Enterprise portfolio of Salesloft’s customers. 

On a day-to-day basis, you will be responsible for holding one on one’s with your team to coach, develop, and progress their own careers at Salesloft and beyond. You will develop our strategy for managing high-touch customers while also keeping a mind for scale, focusing on growing the team and evolving the customer experience as we expand our customer base. You will partner with Enterprise sales teams to provide pre-sales support in communicating the customer success experience to prospective customers. You will surface trends and advocate to our technical support and product teams, amplifying the voice of the customer. You will also communicate internally, educating departments on the value that the customer success team delivers through customer win stories. You will develop relationships with key stakeholders within your team’s portfolio.

If you’re passionate about sales technology, providing a world-class customer experience, and thrive in a fast-paced, hyper-growth startup environment, then becoming the Director, Enterprise Customer Success is the career path for you!

THE TEAM:

Our Salesloft’s Customer Success team is comprised of seasoned and up-and-coming professionals who are all aligned on one mission: to redefine the Revenue Orchestration space and activate the authentic seller in all of us. 

The Customer Success team consists of 40 some team members who develop and maintain a deep understanding of the customer’s business drives, goals, and steer activities to align with these initiatives. They act as a liaison between internal teams to ensure customer needs are being met, partner with sales to define and achieve customers’ success criteria, and demonstrate ROI and ensure customers renew the Salesloft Product Suite.   We strive to ensure customer satisfaction through inspiring, educating/training, driving adoption, managing stakeholders, and influencing the customer.

THE SKILL SET:

• 8+ years of relevant experience (customer success & sales) 
• 5+ years of managerial experience
• Demonstrated ability leading a customer facing team to exceed performance goals — strong people management, coaching and development experience
• High level of business acumen and an ability to communicate effectively with internal financial stakeholders
• Able to influence through gaining buy-in, persuasion, negotiation, and consensus building
• Confident in presenting strategy, insights, financial/non-financial achievements, and quarterly progress updates to senior stakeholders in a compelling manner
• History of improving processes, methodologies, programs or frameworks that increased team performance
• Experience establishing strategic C-level relationships
• Ambitious and driven, thriving in a fast-paced and demanding environment 
• Ability to maintain a positive attitude and calm demeanor, especially in escalated circumstances
• You are a clear, confident and compelling communicator — in writing, in conversation and in front of an audience
• You are extremely perceptive and are highly emotionally intelligent, making you agile in adapting your executive presence and approach to any audience and personality

WITHIN ONE MONTH, YOU’LL:

• Attend Salesloft’s New Hire Orientation, where you will learn our Salesloft story and understand what makes our “Lofters” unique 
• Join our 3-week Sales Bootcamp, where you will learn our software and all the skills necessary to set you up for success, allowing you to make an impact in the market quickly
• Begin 1:1’s with your manager, understand your 30-60-90 day plan, meet & shadow current members of the Salesloft team, and delve into your territory 
• Get to know your direct reports and begin hosting 1:1s with them
• Set your OKRs (Objectives and Key Results) with your manager and develop an action plan to achieve them
• Meet key partners in Product, Finance, Marketing, Executives etc. - they will be key relationships for you 

WITHIN THREE MONTHS, YOU’LL:

• Begin building relationships at the senior level with customer accounts
• Have proficiency in both the Salesloft product capabilities as well as modern sales engagement best practices
• Report Enterprise renewal forecast at weekly forecasting meetings
• Assess your team’s skills and areas for development or enablement

WITHIN SIX MONTHS, YOU’LL:

• Be coaching your team to consistently meeting and exceeding their quarterly targets
• Craft the go-forward strategy for Enterprise customer success including metrics, resources, processes, and technology needed to scale
• Present financial and non-financial team performance to Salesloft executives

WITHIN TWELVE MONTHS, YOU’LL:

• Be the example for new CSMs and leaders, assisting in team development and setting strategy
• Be an evangelist of the customer experience internally and with customers
• Have a thorough understanding of the challenges our customers face and advocate for resources, roadmap evolution and process changes needed to best serve our customers

WHY YOU’LL LOVE SALESLOFT:

At Salesloft, we're not just a company, we're a community built on shared values. 

• Lead With Humility and Respect
• Earn Customer Trust
• Put Team Over Self 
• Redefine What’s Possible
• Deliver Big Results

Salesloft delivers a performance force multiplier for the world’s most demanding companies. Salesloft’s Revenue Orchestration Platform, delivering the first AI-powered durable revenue engagement model, keeps market-facing teams on top of all buyer signals, with outcomes-driven prioritization so they always act first on what matters most. Thousands of the world’s most successful sales teams, like those at Google, 3M, IBM, Shopify, Square, and Cisco, drive more revenue with Salesloft.

While we’re proud of our history, we’re even more excited about the future. We want to create a world-class culture and company that attracts, develops, engages and retains elite talent.

Since our founding in 2011, we have grown into a global, award-winning organization with Lofters based all over the world. As a testament to our organizational health, we have been named by Forbes as one of America’s Best Startup Employers in 2021, Atlanta Business Chronicle’s 2022 Healthiest Employers, three times by Deloitte as a ‘Fastest-Growing Technology Company in North America,’ and have been recognized as a top workplace by Fortune, Glassdoor, Atlanta Journal-Constitution, and Inc Magazine. 

In addition to our stand-out organizational health:

• 2024 Best Places to Work Certified for a fourth consecutive year
• Leader in The Forrester Wave™: Revenue Orchestration Platforms for B2B, Q3 2024
• G2 Enterprise Sales Engagement Leader 15 consecutive quarters
• Recognized by Gartner Peer Insights as a Customer’s Choice in 2023 Voice of the Customer for Sales Engagement Applications
• G2 recently ranked us #1 in Enterprise Sales Engagement and we were named a leader in the 2022 Forrester Wave for Sales Engagement.  We received the highest possible score in 26 out of 30 criteria, more than any other vendor evaluated in our category. 

We’re redefining an age-old industry. This is challenging work – but our team of driven innovators makes the journey thrilling. We’re fast-paced, cutting-edge, and collaborative. We pursue excellence in everything we do and have a lot of fun along the way. Come join us!

 WHY SHOULD YOU WORK AT SALESLOFT:

• You will become part of an amazing culture with a supportive CEO and smart teammates who actually care

• You will work with an amazing team you can learn from and teach
• You will experience joining a high-growth/high-trajectory organization
• You will hear “Yes, let’s do that!” and then have the opportunity to successfully execute on your ideas
• You will build community with Lofters of many cultures and backgrounds through ERGs and DEI initiatives
• We have a vibrant, open office that utilizes modern technology
• We firmly believe you will have the opportunity to  grow more here than you would anywhere else

Salesloft is committed to creating a sense of belonging for all Lofters. We integrate representation and inclusion into Salesloft’s core by establishing and meeting specific, time-bound objectives for fair hiring and career growth. We prioritize actionable steps over terminology, and showcase how a genuinely diverse and inclusive culture enhances our financial success and overall performance. 

We are proud to be an Equal Opportunity Employer and provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law.

Don’t meet every single requirement? Studies have shown that people from underrepresented groups are less likely to apply to jobs unless they meet every single qualification. At Salesloft we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

Keep an eye on our Careers Page for other positions!

#LI-Remote