Terminus is the leader of the account-based movement and the crucial link that connects B2B marketing and sales teams with their ideal customers. The Terminus solution arms marketing teams with an account-centric platform that delivers the intelligence and automation needed to scale ABM and revolutionize the way B2B marketing is done. Hundreds of organizations worldwide, including Salesforce, GE, Verizon, 3M and CA Technologies, turn to Terminus to more effectively target, engage and grow their best-fit accounts. Terminus offers savvy marketers the technology and proven expertise to radically improve account-based strategies and campaigns, increasing ROI and producing exceptional results. As the Director of Customer Success, you will be responsible for delivering an experience that consistently delights all customers in your region.&nbsp; You will work collaboratively with CX leadership to define a compelling vision - and then implement a strategy to promote customer outcomes, ARR expansion, and delighted advocates.&nbsp; As the leader of the Customer Success Managers, you are responsible for leading, inspiring, developing, and coaching this highly visible team of customer-facing experts, as they deliver transformation, growth and optimization strategies for our customers.&nbsp; You will enhance this experience by contributing to and deploying best practices and playbooks, and coaching the team on customer-facing growth and renewal processes. Responsibilities<ul>
<ul style="list-style-type: disc">
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Deliver a delightful Customer experience to all customers in the region and contribute to the Terminus customer-obsessed culture</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Collaborate with Executive Leadership to create a compelling vision for the Customer Experience organization and for customers.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Define and execute the strategy and playbooks for the Customer Success team driving customer outcomes, faster time to value, and expansion.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Manage a team of 8 (and growing) Customer Success Managers&nbsp;Measure effectiveness of CSMs by clearly defining operational outcomes, creating a cadence for review with the team, and sharing metrics with executive team and broader organization&nbsp;</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Assemble customer feedback and themes with supporting data for sharing across our organization, be the voice of the customer internally</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Drive continuous improvement through updating internal processes and implementing best practices</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Influence future lifetime value of customers by ensuring our customers accomplish their goals and effectively recognize and communicate the value Terminus brings to their organization</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Coach CSMs through the development of Customer Success Plans (CSPs) and Strategic Business Reviews (SBRs), expand client relationships, and guide customers through a successful renewal</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Serve as an advocate for your team and customers, collaborating with internal, cross-functional teams including product management, professional services, sales, and marketing</li>
</ul>
</ul> Requirements<ul>
<ul style="list-style-type: disc">
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Bachelor's degree required</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">8+ years of Customer Success leadership experience at a growing SaaS company</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Successful track record of owning a $20M+ ARR portfolio, consistently exceeding retention and expansion targets</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">C-Level experience (such as CMO, CRO or other executive leadership in Marketing and Sales) building relationships and driving value in B2B environments.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Strong analytics capabilities - building, analyzing, and interpreting customer data to present ROI</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Deep understanding of CSM processes - forecasting retention and managing renewals, creating account plans and success plans, risk and escalation management, health scoring, delivering effective QBRs</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Demonstrated ability to understand core business metrics around recurring revenue with an ability to manage complex renewal and expansion processes/forecasting for large teams</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Dedicated cross-functional orientation and ability to build relationships with other leaders and teams&nbsp;</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Direct experience with marketing technology platforms like Hubspot, Marketo, Pardot or other similar solutions strongly preferred</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Experience with CRM and Customer Success tools such as Gainsight, Pendo, Gong, Salesforce</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Ability to travel 15% of the time</li>
</ul>
</ul> Incredible Benefits, Incredible Company!<ul>
<ul style="list-style-type: disc">
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Guaranteed participation in our equity program - because our employees should share in our success</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Unlimited vacation to unplug and recharge however you choose</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Half-Day Fridays to reward you for your productivity</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">2 days paid VTO (volunteer time off) every year to help impact your community</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Monthly UberEats stipend to help support your favorite local spots</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Team budget to help facilitate team building - connected teams are more successful teams</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Rotating quarterly perks for the evolving needs of our employees</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Wellness stipend to balance your body and mind</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">100% employer paid Health, Dental, and Vision Insurance for employee only coverage to cover your fundamental needs</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">100% employer paid Short-term and Long-term Disability Insurance</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">401K with a competitive company match to build your future financial security</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">We put families first with an exceptional Paid Parental Leave Program for employees with 1+ years of service</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Named Best Workplace Winner 2017, 2018, and 2019 by Inc. Magazine&nbsp;</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Ranked #21 on the Deloitte Fast 500</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Ranked #61 on the Inc. 5000 of fastest-growing private companies in the U.S.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Named G2 2020 Spring category leader for the 10th consecutive quarter</li>
</ul>
</ul> Diversity and inclusion are essential values at Terminus.&nbsp; We believe&nbsp;we do our best and most impactful work when we are a&nbsp;diverse, inclusive and equitable&nbsp;organization.&nbsp;&nbsp;We're proud to recruit and hire talented people from a wide variety of backgrounds and experiences.&nbsp; We do not discriminate&nbsp;on the basis of race, color, national origin, gender, religion, sex (including pregnancy, sexual orientation,&nbsp;gender identity or&nbsp;transgender status), age, or disability.

Terminus is the leader of the account-based movement and the crucial link that
connects B2B marketing and sales teams with their ideal customers. The
Terminus solution arms marketing teams with an account-centric platform that
delivers the intelligence and automation needed to scale ABM and revolutionize
the way B2B marketing is done. Hundreds of organizations worldwide, including
Salesforce, GE, Verizon, 3M and CA Technologies, turn to Terminus to more
effectively target, engage and grow their best-fit accounts. Terminus offers
savvy marketers the technology and proven expertise to radically improve
account-based strategies and campaigns, increasing ROI and producing
exceptional results.

  

As the Director of Customer Success, you will be responsible for delivering an
experience that consistently delights all customers in your region.  You will
work collaboratively with CX leadership to define a compelling vision - and
then implement a strategy to promote customer outcomes, ARR expansion, and
delighted advocates.  As the leader of the Customer Success Managers, you are
responsible for leading, inspiring, developing, and coaching this highly
visible team of customer-facing experts, as they deliver transformation,
growth and optimization strategies for our customers.  You will enhance this
experience by contributing to and deploying best practices and playbooks, and
coaching the team on customer-facing growth and renewal processes.

 ****  

 **Responsibilities**

    * Deliver a delightful Customer experience to all customers in the region and contribute to the Terminus customer-obsessed culture
    * Collaborate with Executive Leadership to create a compelling vision for the Customer Experience organization and for customers.
    * Define and execute the strategy and playbooks for the Customer Success team driving customer outcomes, faster time to value, and expansion.
    * Manage a team of 8 (and growing) Customer Success Managers Measure effectiveness of CSMs by clearly defining operational outcomes, creating a cadence for review with the team, and sharing metrics with executive team and broader organization 
    * Assemble customer feedback and themes with supporting data for sharing across our organization, be the voice of the customer internally
    * Drive continuous improvement through updating internal processes and implementing best practices
    * Influence future lifetime value of customers by ensuring our customers accomplish their goals and effectively recognize and communicate the value Terminus brings to their organization
    * Coach CSMs through the development of Customer Success Plans (CSPs) and Strategic Business Reviews (SBRs), expand client relationships, and guide customers through a successful renewal
    * Serve as an advocate for your team and customers, collaborating with internal, cross-functional teams including product management, professional services, sales, and marketing

****  

**Requirements**

    * Bachelor's degree required
    * 8+ years of Customer Success leadership experience at a growing SaaS company
    * Successful track record of owning a $20M+ ARR portfolio, consistently exceeding retention and expansion targets
    * C-Level experience (such as CMO, CRO or other executive leadership in Marketing and Sales) building relationships and driving value in B2B environments.
    * Strong analytics capabilities - building, analyzing, and interpreting customer data to present ROI
    * Deep understanding of CSM processes - forecasting retention and managing renewals, creating account plans and success plans, risk and escalation management, health scoring, delivering effective QBRs
    * Demonstrated ability to understand core business metrics around recurring revenue with an ability to manage complex renewal and expansion processes/forecasting for large teams
    * Dedicated cross-functional orientation and ability to build relationships with other leaders and teams 
    * Direct experience with marketing technology platforms like Hubspot, Marketo, Pardot or other similar solutions strongly preferred
    * Experience with CRM and Customer Success tools such as Gainsight, Pendo, Gong, Salesforce
    * Ability to travel 15% of the time

****  

**Incredible Benefits, Incredible Company!**

    * Guaranteed participation in our equity program - because our employees should share in our success
    * Unlimited vacation to unplug and recharge however you choose
    * Half-Day Fridays to reward you for your productivity
    * 2 days paid VTO (volunteer time off) every year to help impact your community
    * Monthly UberEats stipend to help support your favorite local spots
    * Team budget to help facilitate team building - connected teams are more successful teams
    * Rotating quarterly perks for the evolving needs of our employees
    * Wellness stipend to balance your body and mind
    * 100% employer paid Health, Dental, and Vision Insurance for employee only coverage to cover your fundamental needs
    * 100% employer paid Short-term and Long-term Disability Insurance
    * 401K with a competitive company match to build your future financial security
    * We put families first with an exceptional Paid Parental Leave Program for employees with 1+ years of service
    * Named Best Workplace Winner 2017, 2018, and 2019 by Inc. Magazine 
    * Ranked #21 on the Deloitte Fast 500
    * Ranked #61 on the Inc. 5000 of fastest-growing private companies in the U.S.
    * Named G2 2020 Spring category leader for the 10th consecutive quarter

  

Diversity and inclusion are essential values at Terminus.  We believe we do
our best and most impactful work when we are a diverse, inclusive and
equitable organization.  We're proud to recruit and hire talented people from
a wide variety of backgrounds and experiences.  We do not discriminate on the
basis of race, color, national origin, gender, religion, sex (including
pregnancy, sexual orientation, gender identity or transgender status), age, or
disability.

