Customer Success Director

PeopleForce is the market-leading SaaS-based HRM solution to help businesses evaluate and automate all aspects of HR and recruitment processes. We build a high-performance culture in the teams around the world, starting from our own.

Customer Success Director
Full-time
English: Upper-intermediate

We are looking for a Customer Success Director for an exciting opportunity to participate in and help shape our customers' journey to PeopleForce, we need a team player who is ready to make the role their own and bring their own ideas and innovations to the operation of our customer success department.

Our product consists of five modules:

- PeopleHR;

- PeopleRecruit;

- PeopleTime;

- PeoplePulse;

- PeoplePerform.

Location: Ukraine.

Team: 5 Customer Support Managers and Team Lead. 

English: Upper-Intermediate.

What do we expect?

- The ideal candidate is passionate about customer advocacy and has a proven track record in the technology/SaaS and customer success arena for executing on best-in-class customer experience for three or more years. 

- This experienced leader will become an integral part of a high-growth organization that is transforming the way our customers achieve success.

- Customer Success Director will lead all core functions responsible for PeopleForce customers realizing value through their access to our products. Our Customer Success owns the orchestration of the full customer journey from implementation/onboarding, customer success management, and support.

- This critical leadership role will focus on designing and executing PeopleForce ’s customer success strategy to help our customers to optimize their business while delivering a great-class customer experience.

Responsibilities:

- Manage a client relationship after onboarding is complete to drive ongoing realized value against measurable long-term strategic goals to ensure long-term success;

- Manage a team of customer success managers;

- Establish and execute a Customer Success manager education plan;

- Be an advocate for all assigned clients by understanding their business deeply and leveraging PeopleForce’s solutions;

- Work closely with Sales colleagues to support business reviews, ensure renewal of annual recurring revenue, and identify and support growth across an assigned portfolio of clients;

- Partner with the Training Manager to support On-boarding activities and ongoing Customer Education

- Provide feedback to the Product Team to help improve platform offerings;

- Continually create or refine processes and internal documentation;

- Support all pillars of the Customer Success function as needed;

Requirements:

- 3+ years performing Customer Success/Support Services experience of SaaS B2B products preferred (on-boarding, implementing, adoption, value realization, and retention);

- 1+ year in team management;

- Experience in SaaS implementations focused on reviewing project plans, governance structure, team composition, and other project-related artifacts to assess risk and provide best practice guidance is a plus;

-Experience working with SaaS software customers and leading them through adoption and usage strategies and through value maximization plans for their organization;

- Experienced leading/facilitating customer success initiatives cross-functionally (Development, Sales, Consulting, Support, Customer Success, Partners);

- Strong communication & negotiation skills to influence internal stakeholders;

What do we offer?

- Work in a young, modern team of professionals in an international company;

- Flexible work schedule: remote or office located in Kyiv center;

- 20 days annual leave, 10 days paid sick leave;

- The practice of English;

- Ample opportunities for professional growth.

Selection process:

1. Indigo interview (30 min);

2. Interview with a СЕО and Head of Sales (1 hour); 

3.  Interview with Management team. 

Our recruiter
Elizaveta  Hankevych
Elizaveta  Hankevych
Recruiter
Contact a recruiter
Customer Success Specialist
HR
Lead, Senior
SASS
B2B
Remote