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Director, Customer Success Product Management

Plano, Texas, United States of America

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Job Title:

Director, Customer Success Product Management

Role Overview:

The Director, Customer Success Product Management position is a strategic, high-visibility role curating and scaling an industry-leading customer experience.

In this high impact role, you will work cross-functionally with Customer Success, Product, GTM, and Services teams to plan, design, launch, and scale service packages for the Customer Success portfolio. These offers are a critical element in helping customers achieve success with their security technology investment, ensuring they have access to the right resource at the right time, whether that be an asset, tool, or interaction; human or digital.

In building the success portfolio, you will develop adoption strategies, go-to-market & delivery plans, and economic models to realize the customer experience at scale.

What you will do:

* Ownership of the Customer Success portfolio, service packages including elements of Customer Success, Professional Services, Learning and Support.

* Responsible for Services revenue and gross margin, as well as driving health product GRR through success portfolio. Participate in services forecasting and performance.

* Engage and lead cross-functional and geographically disperse teams in the development and execution of Customer Success product roadmaps.

* Build deep and mutually constructive relationships with the Product team and the Customer Success field, representing the customer experience in product roadmaps and reviews.

* Service product development, including leading the creation of necessary collateral to facilitate sales, customer delivery, and enablement.

* Collaborate with Solution Engineering to curate product technical best practices and methodologies to reinforce their use in Customer Success delivery.

* Identify systemic and pervasive issues related to products and/or processes and drive actions to prevent future problems.

What you will have:

* Product management experience experience in high tech services (Customer Success, Professional Services, Support, Learning) preferred.

* Experience as Product Manager (preferred); Technical Account Management, Customer Success Management, Support Management, Professional Services or similar roles desired in High Tech services.

* Strong capacity for influencing, negotiating, and delegating efforts

* Excellent verbal and written communication skills, presentation skills

* Ability to work in a fast paced, challenging environment with global teams supporting global customers

* Demonstrated ability to lead and motivate others

* 10+ years of customer facing services delivery and or product management roles

* BA/BS or equivalent, MBA a plus

Company Benefits and Perks:

We work hard to embrace diversity and inclusion and encourage everyone to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

  • Pension and Retirement Plans
  • Medical, Dental and Vision Coverage
  • Paid Time Off
  • Paid Parental Leave
  • Support for Community Involvement

We're serious about our commitment to diversity which is why we prohibit discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.

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