Customer Success Director New Relic
Customer Success Director
San Francisco, CA
Keeping -- and delighting -- our customers is one of our most important tasks. In fact it is an obsession! Customers are the yin to our yang, the flip to our flop, and we are building a world class customer success organization to ensure that each and every one of our customers views New Relic as their "Best ever!" vendor.
If you have exceptional customer centricity, a motivational management style, and analytical skills, and are truly passionate about customer advocacy with a track record to talk about - we have the job of a lifetime for you!
Reporting to the VP of Customer Success, the Director of Customer Success will be responsible for building a high-performing Customer Success team focusing on the delight and retention of our over 80,000+ customers. A significant part of your role will be to serve as a customer advocate, often functioning as a liaison between our customers and internal New Relic teams.
This is an exciting opportunity to substantially influence our customers' -- and New Relic's -- success.
Some of your responsibilities will include:
--Recruit, develop and retain a team of Customer Success Managers dedicated to customer success and long-term customer partnerships
--Effectively direct the day-to-day operations of the Customer Success organization (post-sales professional services, on-boarding, and implementation services and training)
--Build and nurture C-level relationships across top accounts to solidify partnership with New Relic
--Serve as escalation point for customer issues ensuring issues are resolved quickly by leveraging resources across the company
--Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of New Relic products and services
--Devise a customer contact methods to monitor and improve renewal/retention rates
--Use quantitative and qualitative analysis to drive operational excellence in the areas of customer engagement
Things you need to have:
--6+ years experience building and managing a professional services, Customer Success and/or technical support organization
--Proven ability to motivate and focus a team and to develop individuals
--Hands-on experience of implementing technology products for use by external customers
--Experience with cloud-based/SaaS solution offerings and ability to articulate the benefits of SaaS
--Enthusiastic and creative leader with the ability to inspire people
--Ability to drive customer renewals and customer success
--Ability to create a performance and metrics focused culture
--Strong oral and written communication skills
--Bachelors Degree in related field required
A little about us
New Relic is a software analytics company that, makes sense of billions of metrics about millions of applications, all in real time. Our comprehensive SaaS-based solution provides one powerful interface for web and mobile applications, and consolidates the performance monitoring data for any chosen technology. Our 80,000 customers use our cloud solution every day to optimize more than 200 billion metrics for 3 million applications. When your brand and customer experience depend on the performance of modern software, New Relic gives you the deep and broad insight you need.
New Relic is a San Francisco Best Places to Work award winner, an Oregon "Top Workplace" award winner, named a leader in the Gartner's 2013 "Magic Quadrant" for APM companies, a Top 100 OnDemand Company, Best of SaaS (THINKStrategies), Top 100 Coolest Cloud Computing (CRN); 10 Cloud Management Companies to Watch (NetworkWorld) - the list of accolades goes on. More important than all of that: we provide challenging work, opportunities to learn, high quality teammates, a standard-setting product, and a company on the move.
Our office is in the tech mecca of San Francisco, with easy commute access and a plethora of good eats and great coffee. We provide competitive compensation (including pre-IPO stock options) and big-company benefits (medical, dental, etc.)-all while maintaining the energy, agility and fun of a start-up. We can help with relocation and are open to H1-B transfers.
New Relic is most decidedly an equal opportunity employer. We eagerly seek applicants of diverse background and hire without regard to race, color, gender, religion, national origin, ancestry, citizenship, disability, age, sexual orientation, or any other characteristic protected by law. Note: Our stewardship of the data of many thousands of customers means that a criminal background check is required to join New Relic.
Ready to go? Click on the link below to get started with us. To fast track your resume, tell us in your cover letter why you are the right choice for this job and for New Relic. And if your resume doesn't explain why working in customer success is a passion, please add that to your cover letter as well.