Director of Customer Success and Growth at Opal Labs
New York City, NY, US

We are seeking a Director of Customer Success and Growth who wants to make an impact on building an exceptional company and customer base. You are passionate about uncovering customer perspectives and value drivers, offering tailored solutions and closing new business. You have a deep understanding of the complex challenges of the modern marketing organization. Your regional teams will own the customer journey and lead strategic conversations with some of the biggest brands in the world to drive adoption and outcomes leading to renewals, expansion and advocacy. The position is responsible for attaining or surpassing utilization and net revenue retention goals for the East region.

This position is located in our NYC office.

About Opal

At Opal, we believe enterprise software should be beautiful, simple and designed for the job at hand. The Opal platform empowers marketing teams to collaborate within a dedicated environment to plan, visualize and deploy campaigns across all marketing channels, reducing complexity and aligning teams for better marketing results.

Our team is deeply invested in encouraging a culture that promotes design thinking, collaboration and a passion for excellence. We work together as a team to revolutionize the modern marketing organization. 

What You'll Do:

  • Lead three regional teams (East, Central and EMEA) of Customer Success Managers and Enterprise Account Executives (aka. Growth Sellers) in developing and deploying account strategies, action plans and playbooks to increase customer retention and enable account growth

  • Define, monitor and manage key performance indicators for the teams you lead. Provide Opal leadership with accurate forecasts of customer and revenue retention as well as regular reporting on revenue and portfolio health

  • Establish each team member as a trusted marketing/business partner by quantifying, identifying and delivering on the value of Opal's platform with customers

  • Support regional teams with formal business reviews (i.e. QBR, EBR, YBR) with customers which focus on outcomes, data insights and value

  • Collaborate with cross-functional teams to develop special short and long-term account plans that both meet the needs of partners and optimize revenue and retention opportunities

  • Drive operational improvements which streamline processes, leverage automation and enable scale

  • Serve as, and lead a team of, customer advocates by creating a feedback loop on customer issues, escalations and needs with the customer and internal teams

  • Understand market trends and keep up-to-date with the latest developments, trends and technology, impacting our function and industry

  • Attract and retain top talent; manage and develop high caliber teams

What You’ll Bring:

  • 7+ years of progressive Customer Success, Account Management or Enterprise Sales experience in managing a portfolio of clients and driving growth within those accounts

  • 5+ years of leading, managing and scaling high performing, customer facing teams in a SaaS environment for B2B business, including building out KPIs and metrics to hold the team(s) accountable

  • Must be enthusiastic, professional, highly proactive and comfortable in an up-selling role, while maintaining and building the relationship

  • Growth Mindset - thrives on finding intriguing solutions to ambiguous problems

  • Collaborative team player with the ability to shift gears quickly and efficiently

  • Dependable and reliable with clear thinking and attention to detail

  • Truly loves working in a fast-paced environment, whose passion is evident in their work

  • Proficiency in developing and executing strategic account plans

  • Knowledge of digital marking trends and concepts

  • Demonstrated experience working with all levels of a marking organization (National and international brands preferred) all the way up to the C-Suite

  • A self-motivated problem solver with creativity, a strong work ethic and high energy levels

  • Excellent written and verbal communication skills and an ability to explain complex concepts

  • Knowledge and expertise working with CRM tools (i.e. Salesforce, Totango, etc.)

  • Demonstrated ability to work effectively with individuals from diverse communities and cultures

  • Travel Requirements: Up to 20% of the time

  • Natural alignment with Opal's Values: Professional, Intentional, Steadfast, Helpful, Creative, Passionate and Empathetic

Education:

  • Undergraduate degree required

  • MBA strongly preferred

 

Opal employees enjoy a range of benefits, some of which include:

  • Competitive compensation and stock options

  • Company paid individual Health, Dental and Vision benefits, including Life and Disability Insurance

  • Flexible Paid Time Off and Paid Holidays

  • Paid Maternity/Parental Leave

  • Flexible Spending Accounts (FSA)

  • 401(k) and Roth retirement plans

  • Company-sponsored outreach & activity programs

  • A beautiful co-working office space with friendly coworkers

Opal is an equal-opportunity employer and committed to creating an inclusive and diverse environment. We believe a diverse workplace promotes innovation and enhances decision making. We encourage applications from all qualified candidates and will consider all applicants without regard to race, color, religion, gender identity or expression, national origin, sexual orientation, disability, age or veteran status.