Customer Success Director

Position Overview

• Location Type: Remote
• Employment Type: Full-Time
• Salary: (Salary not provided in the text)

Atlan is revolutionizing how organizations manage and utilize data. As the Director of Customer Success for Major Accounts in the US, you’ll lead a team to drive customer value, retention, and expansion within our most strategic accounts. You'll be responsible for building and managing a team of 8-10 post-sales professionals, fostering a customer-centric culture, and ensuring successful Atlan platform adoption. This role requires a strong understanding of the data stack, leadership skills, and a proven ability to exceed customer expectations.

Requirements

• 10+ years of experience in customer success, account management, or a related field.
• Deep understanding of the modern data stack.
• Proven track record of exceeding customer expectations.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Ability to build and maintain strong relationships with executive stakeholders.

Responsibilities

• Leadership & Team Management:
  • Build, mentor, and manage a team of 8-10 Customer Success Managers (CSMs) and potentially other post-sales roles.
  • Foster a culture of collaboration, continuous improvement, and customer advocacy.
• Strategic Account Management:
  • Oversee the customer journey for major accounts.
  • Develop and execute strategic account plans to drive customer retention, expansion, and advocacy.
• Customer Advocacy:
  • Serve as the voice of the customer within Atlan.
  • Provide feedback to product, engineering, and marketing teams to improve the platform and customer experience.
• Performance Management:
  • Define and track key performance indicators (KPIs) such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), retention rate, and expansion revenue.
  • Implement strategies to improve performance and achieve targets.
• Process Improvement:
  • Identify and implement process improvements to enhance the efficiency and effectiveness of the customer success organization.
• Executive Engagement:
  • Build and maintain strong relationships with executive stakeholders at major accounts.
  • Ensure alignment on business goals and value realization.
• Cross-functional Collaboration:
  • Collaborate closely with sales, marketing, product, and engineering teams to ensure a seamless customer experience and drive product adoption.

Application Instructions

(Application instructions not provided in the text)

Company Information

• Atlan: The world’s first active metadata platform, helping organizations transform data chaos into clarity and seamless collaboration.
• Recognition: Recognized as leaders by Gartner and Forrester and backed by Insight Partners.
• Mission: To shape a future where data drives extraordinary outcomes.