Senior Director of Customer Success

At SendGrid our customers experience and making them successful is one of our most important tasks. We will not be successful unless our customers are continuously receiving value from SendGrid. In this role you will lead the Senior and Strategic Customer Success Managers and be responsible for the development, professional growth and continuous improvement of each member of the team.  You will have proven experience in expanding existing accounts as well as retaining high value customers. You are skilled balancing the Customer’s Success and SendGrid revenue goals.

What You’ll Do 

  • Live by and champion our cultural values of Happy, Hungry, Honest, and Humble
  • Drive positive customer success outcomes: retention, expansion, churn reduction, customer advocacy and overall customer lifetime value
  • Deliver on-going reporting and visibility into team and individual performance
  • Cultivate leaders and managers on your team to support the growth of SendGrid
  • Multiply your impact by mentoring and teaching your team best in class customer management at all levels
  • Ensure your team maintains high levels of customer retention, customer satisfaction and customer expansion as measured by quarterly goals, surveys and NPS
  • Formulate and implement the strategic plan that guides the direction of your area of responsibility
  • Maintain the awareness of both the external and internal competitive landscape, opportunities for expansion, customers, markets, new industry developments and standards
  • Collaborates with VP and other leaders to create a shared vision, mission, and goals of where and how you want to take your team
  • Lead your team into a changing future, inspiring & communicating effectively on how to create new value and innovate
  • Next level & selfless leadership including continuously managing performance, developing career paths, communicating purpose, goals, progress, and then coach, mentor and provide feedback
  • Leads your team in understanding the importance and supporting the ability to drive new business growth through greater advocacy and reference-ability
  • Support your team with pricing negotiations using skills that balance customer and SendGrid perspectives
  • Inspire your team to be customer evangelists that are as passionate as you are about customer success 
  • Partner with Technical Support leadership to ensure a seamless customer handoff of escalated technical issues
  • Develop strong relationships with Engineering, Operations and Product to ensure cohesion and shared understanding of goals, initiatives, team performance and service levels
  • Drive team to exceed company growth and retention forecasts. Oversee initiatives set forth in Quarterly Goals
  • Inspire Customer Success Across Company. In tandem with other CS managers create company-wide culture of Customer Success. Align with Marketing, Product and Sales around key metrics and objectives
  • We're an agile, fast growing company and this job description isn't meant to be a complete list of your qualifications or all of the things you'll do 

About You 

  • 10 years of Sales or Customer Success, preferably supporting a technical SaaS product
  • High technical aptitude
  • Minimum 4 years of leadership and/or management experience
  • Motivated, goal oriented, persistent and a skilled negotiator
  • Advanced Excel skills
  • A passion for customers and problem solving
  • High level of initiative
  • Lead by example
  • You take charge in stressful situations and help guide your team through the process
  • Plans and carries out responsibilities with minimal direction
  • 4 year degree

Founded in 2009, SendGrid built its reputation solving a key pain point of delivering transactional emails that respond to customer behavior (purchase receipts, order confirmations, password resets, etc.).  In 2015, SendGrid expanded the platform into marketing email use cases, enabling customers to have one platform for both transactional and marketing email. We deliver over 30 billion emails a month for customers like Airbnb, Spotify, and Yelp.

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