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Customer Success Director

Enable

Enable

Administration
Sydney, NSW, Australia
Posted on Tuesday, April 23, 2024
At Enable, we believe rebates are the best way for companies within the supply chain to create, maintain and grow their trading relationships. Rebates allow trading partners to make the best decisions for their businesses, meaning everyone wins: manufacturers, distributors, retailers and, most importantly, end consumers. At Enable, we’re creating a healthy, vibrant supply chain ecosystem where partner collaboration drives the best products, services and values to customers.
And the market agrees with us. Enable is a rapidly growing, series-D funded SaaS company. Our more than 500 Enablees serve the global supply chain from the UK, US, Canada and Australia, and we have goals of continued international expansion.
As one of our exceptional Enablees, you'll play a pivotal role in shaping the future of rebate management. Join us in a dynamic work environment teeming with opportunities, where your efforts will not only establish our platform as the world's leading rebate management software but also help us revolutionize the entire supply chain experience.
Job Summary
As a Customer Success Director, you will play a pivotal role in ensuring the success and satisfaction of our customers. You will be responsible for leading and managing a team of Customer Success Managers, providing guidance, mentorship, and fostering a culture of high achievers. Your primary objective is to ensure that our customers achieve their desired outcomes with the fastest time to value, remain in partnership with Enable and identify expansion opportunities.
Inspiring your team to expertly lead their sub-teams to success, ensuring a laser focus on key metrics as well as the growth and development of individuals. You will be responsible for ensuring your team has the tools, resources and capabilities to drive forward the success of our global CS team.

What we are asking you to do!

  • Set goals and stretch goals for your team on Customer Success health scores and other success metrics such as onboarding, turning off legacy systems, QBRs and system usage.
  • Responsible for the customers assigned to your teams, you will proactively monitor your team's KPIs and ensure our customer health dashboard can be relied upon for strategic customer decisions across Enable.
  • During regular touch points with your CSMs you will guide them to achieve greater efficiency and troubleshoot potential challenges.
  • Recurring revenue is the backbone of a successful SaaS company. You will orchestrate successful renewals and identify upsell opportunities for the revenue team to hit your region(s) NRR target.
  • Liaise with Marketing to facilitate the coordination of customer events and content creation for case studies and other customer-centric collaterals.
  • Fostering an environment of collaboration and ongoing learning, you will support your teams with critical customer challenges ideally before they arise.
  • Serve as the primary escalation point (after the CSM) for customers to ensure escalated issues are resolved in a timely manner. Utilizing your internal network to obtain the right support to resolve any issues.
  • Partner with internal teams at Enable to ensure we understand and consider the customer’s voice.
  • Promote and encourage the Enable culture in your Customer Success region(s) to promote inter- and cross-region collaboration.
  • The CSMs in your region(s) report directly to you. You will coach your CSMs to enhance their leadership capabilities.
  • You will develop your CSMs to support you with your assigned hiring and retention targets.
  • Continuous focus on enhancing every team member’s skills and experience through training and seeking out growth opportunities in their role.
  • Quarterly performance reviews with personal OKRs allow you to measure the performance of team members and set direction to ensure successful ramping of new team members and continued growth for established team members.
  • Provide career progression guidance for team members and fast-track options for star performers in your region(s).

What we are asking you to bring!

  • Track record of high achievement in your current Customer Success leadership role in a fast-growth, SaaS company, experience with finance software products and/or enterprise customers preferred.
  • A minimum of 10 years of Customer success experience in the SaaS industry working with customers of all sizes.
  • Highly accomplished with commercial metrics including renewals and expansions.
  • An experienced, respected leader who can operate and communicate with stakeholders (internally and externally) at every level.
  • Passion for solving customer problems, always in the mindset of improving the customer experience.
  • Excellent negotiation, conflict resolution, and senior stakeholder management skills.
  • Desire to thrive in a fast-growing environment while leading and growing high-caliber teams.
Enable Global Inc provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws. Enable complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Enable expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, national origin, age, genetic information, disability or veteran status. Improper interference with the ability of Enable employees to perform their expected job duties is absolutely not tolerated.