Senior Director, Customer Success

About Crisis24

Crisis24 is a global, AI-enhanced provider of travel risk management, mass communications, critical event management, crisis-security consulting, personal protection solutions and global medical concierge capabilities, allowing prominent organizations, disruptive brands and influential people to operate with confidence in an uncertain world. At Crisis24, we go beyond mere employment; we pave the way to a realm where your skills become instrumental in shaping global security, guiding clients through a multifaceted and challenging landscape. Your journey with us will be deeply fulfilling, driven by a powerful sense of purpose and accomplishment. Within our thriving environment, you'll discover abundant chances for both personal and career advancement. Seize this moment to push your limits, broaden your expertise, and elevate your professional journey to unprecedented levels. Join the Crisis24 team today and be a part of something extraordinary where growth and impact converge.

More information is available at https://www.crisis24.com/careers

The Senior Director of Customer Success Implementations is responsible for leading and scaling the organization's customer-facing teams, ensuring seamless new customer implementations, successful implementations for upsells of significant new solutions, and delivering exceptional education, training, and managed services. This role will oversee Professional Services, Implementations, and post-sales operations, driving customer satisfaction, retention, and long-term value. In everything we do for customers, the key focus is the retention and growth of every customer who engages with services delivered by this team.

Key Responsibilities:

1. Customer Implementations:
   
   
   
   • Oversee the forecasting, planning, execution, and successful delivery of all new customer implementations and significant solution upgrades.
   • Establish best practices and frameworks to ensure timely and efficient rollouts with a strong focus on customer experience.
   • Collaborate cross-functionally with sales, product, and engineering teams to address customer requirements and align implementation plans with business objectives.
   
   
   
   
2. Education & Training:
   
   
   
   • Develop and execute a comprehensive education and training strategy to empower customers with the knowledge and skills required to maximize their use of solutions.
   • Ensure training programs are scalable, effective, and aligned with customer needs and industry standards.
   • Leverage various training methodologies, including in-person, virtual, and self-paced learning formats.
   
   
   
   
3. Managed Services:
   
   
   
   • Lead the Managed Services team in providing high-quality, proactive support to ensure customer success and satisfaction.
   • Establish metrics and KPIs to track performance, optimize processes, and enhance service delivery.
   • Identify opportunities to expand managed service offerings to drive additional value for customers.
   
   
   
   
4. Professional Services:
   
   
   
   • Define and implement strategies to expand and enhance professional services offerings, ensuring alignment with customer goals and business growth.
   • Manage the team responsible for consulting, customization, and specialized implementations tailored to customer needs.
   • Develop repeatable processes and methodologies to deliver high-quality services efficiently.
   
   
   
   
5. Operational Excellence & Metrics:
   
   
   
   • Establish key performance indicators (KPIs) to measure customer success across all functions.
   • Utilize data-driven insights to optimize processes, improve customer satisfaction, and ensure team accountability.
   • Continuously refine customer success playbooks and methodologies for scalability and effectiveness.
   
   
   
   
6. Focus on Customer Retention and Growth
   
   
   
   • Develop and execute strategies to retain and expand the customer base, focusing on customer satisfaction, product adoption, loyalty and upsell opportunities.
   • Collaborate with account management and sales teams to identify growth opportunities within the customer portfolio.
   • Monitor customer health metrics and implement action plans to proactively address risks or churn related to the services delivered by this function.
   
   
   
   

Qualifications:

• Bachelor's degree in Business, Engineering, or related field.
• 10+ years of experience in customer success, professional services, or a related field, with at least 5 years in a leadership role.
• Proven track record of leading customer-facing teams and driving successful implementation, training, and managed services programs.
• Strong strategic mindset with the ability to influence cross-functional stakeholders and drive organizational change.
• Excellent leadership, communication, and interpersonal skills.
• Experience in management consulting, enterprise software, SaaS, or technology-driven solutions preferred.

Key Competencies:

• Customer-Centric Mindset
• Strategic Thinking and Execution
• Team Leadership and Development
• Strong Analytical and Problem-Solving Skills
• Excellent Communication and Negotiation Skills
• Project Management Expertise

Information Security

Protect the data and systems of Crisis24 and its stakeholders by adhering to policies, reporting incidents and potential problems, completing regular training, and identifying opportunities for improvement.

Crisis24, A GardaWorld Company is dedicated to equal opportunity in employment. We are committed to a work environment that celebrates diversity. We do not discriminate against any individual based on race, color, sex, national origin, age, religion, marital or parental status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any factors protected by applicable laws.