Location: Tel Aviv, Israel

Employment Type: Full-Time

Team: Customer Success

Let’s make machine data meaningful, together provides the world’s most popular open-source log analysis platform, ELK (Elasticsearch, Logstash and Kibana), as a simple, fast, secure and scalable service on the cloud.

We are customer obsessed , work hard and have a team culture that is both entrepreneurial, professional and fun. We are looking for a Global Director of Customer Success to lead our global customer success organization.

The team drives the technical portion of the post-sale as well as ensure Logz io customers successfully adopt the product with a positive experience, driving growth through renewals and expansion.

The Director of Customer Success will report to the VP of Customer Success and Sales Engineering.

Responsibilities:

• Drive customer outcomes, product adoption and customer experience
• Lead the technical assessment as part of the sales process
• Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
• Reduce churn and drive new business growth through greater advocacy and reference ability
• Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement
• Build and lead world-class team:
• Recruit, mentor and develop a high performing team
• Develop company-wide customer success motion integrating processes, content and data to/from stakeholder organizations (e,g., Marketing, Sales, Product/Engineering, etc)
• Drive operational practices to track performance of teams and individuals
• Work closely with the sales management and Regional Directors to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., opportunities and risks)
• Expand our revenue from existing accounts through cross-sell and up-sell opportunities
• Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
• Reduce churn and drive new business growth through greater advocacy and referenceability
• Deliver transformational leadership so that the team is highly motivated and engaged. Be an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of the organization.
• Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate

Requirements

• Demonstrated progressive management experience leading teams in a modern software company
• Demonstrated progressive experience leading customer success engineers, or technical account managers. Professional services experience is a plus.
• Excellent customer facing skills: training, coaching, discussion management, conflict resolution and ability to creatively explain and present complex concepts in an easy to understand manner.
• Demonstrated progressive experience leading managers of teams in a SaaS or subscription enterprise software company
• Proven experience leading teams, driving new and expansion sales, driving software adoption and leveraging customer success best practices
• Proven ability to develop strategies, translate them into initiatives and track successful delivery
• Vast domain experience in any of the following areas: SaaS services, Cloud Solutions (AWS/Azure/GCP), Log Management and Log Analysis, SIEM, Big Data (from a data management perspective), Business Intelligence/Web Analytics, Operational Intelligence, AI, Threat Analysis.
• Demonstrated ability to lead managers and successfully manage global, distributed teams across cultures, lines of business, and geographies
• Possesses a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams
• Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planningAble to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
• Able to collaborate across the organization and with external stakeholders
• Experience successfully working with senior (C-level) executives
• Strong written and verbal communication skills in English, as well as business and technical acumen.
• Willing and able to address escalated client issues with speed and urgency
• Build market-specific strategies and plans leveraging based on industry best practices (i.e., pre-sales, professional services, customer success management) to improve growth efficiency and net retention
• Positive, self-starter attitude with absolute willingness to go the extra mile and exceed expectations
• Travel up to 20%
• Work Monday to Friday
• BA/BSc degree in Software Engineering, Computer Science or equivalent experience