Senior Director of Success and Support

About the Team:

What You’ll Do:

• Consistently deliver against strategic objectives to enhance the end-to-end customer experience, from initial engagement to ongoing support.

• Use your technical acumen and industry expertise to evangelize our product offerings, effectively communicating with both technical and non-technical stakeholders.

• Develop and implement a cohesive vision for integrating pre-sales and post-sales functions, aligning them with the overarching customer success strategy.

• Establish and execute processes for customer onboarding, implementation, and ongoing support, ensuring seamless transitions and high levels of customer satisfaction.

• Manage and lead cross-functional teams, including support, customer success, account management, and solutions engineering, fostering a culture of collaboration, innovation, and excellence.

• Elevate the organization's profile as a trusted advisor and strategic partner, advocating for customer needs and driving value-driven solutions.

• Work closely with marketing to align messaging and collateral with customer success initiatives, providing technical insights and support as needed.

• Prepare and deliver compelling presentations and demonstrations for customer meetings, conferences, and other events, showcasing the value proposition of our solutions.

• Grow in the role by staying abreast of industry trends, best practices, and emerging technologies, continuously refining strategies and approaches to maximize customer success.

• Be a mentor, leader, and coach for your team, helping them realize their full potential.

• Recruit, hire, and develop new team members to become long-term, successful contributors to the Netlify business.

• Forecast and deliver monthly, quarterly, and annual churn, services, and support metrics and goals.

What You'll Bring:

• Significant experience in leadership roles encompassing customer success, support, and/or solutions engineering.

• A proven track record of building and scaling high-performing teams, driving customer engagement, and achieving revenue targets.

• Demonstrated ability to navigate complex technical landscapes and articulate technical concepts to diverse audiences, both internally and externally.

• Well-versed in customer success methodologies, CRM systems, and support tools, with a deep understanding of the customer lifecycle.

• A passion for fostering customer advocacy and loyalty, with a relentless focus on delivering exceptional customer experiences.

• Excellent communication, presentation, and interpersonal skills, with the ability to inspire and influence cross-functional teams.

• Some high-level exposure to sales processes and methodologies, with a keen understanding of the interplay between sales and customer success.

• Fluency or proficiency in relevant technologies and platforms, with the aptitude to quickly learn and adapt to new tools and systems.

• A deep appreciation for diversity, equity, and inclusion, with a commitment to fostering a culture of belonging and collaboration.

• We welcome remote candidates based in the US or Canada.

• You have a track record of driving results in a fast-paced, dynamic environment, with the resilience and agility to navigate ambiguity and change.

Applying