Location: Home based with frequent travel to meet customers and regular trips to ActiveOps offices or other locations for team meetings and events
Salary: DOE + Benefits
Job type: Full-time
Reporting to: Regional Head of Customer Success
The Role
Customer Success Directors influence the C-suite and senior leadership of a portfolio of ActiveOps’ customers to drive an increase in Net Revenue Retention (NRR).
Working in partnership with Sales, they plan, coordinate, lead and drive strategic account activity ensuring customers receive full value from their investment in ActiveOps, understand the value created and position our technology as a necessary component of their strategic toolset.
CSDs build “raving fans” and use this advocacy to open doors to new opportunities within the client and within the advocate’s network, Working closely with the Strategic Account Director (SAD), the CSD co-creates and executes the account plan, owning sections for value delivery, customer health, and contributing jointly to growth and advocacy objectives. This involves orchestrating activity across internal business functions (Product, Delivery, Technology, and others) to ensure retention and growth objectives are met.
The CSD leads and develops a Customer Success Partner, ensuring effective collaboration to deliver account outcomes and providing coaching and guidance to support their professional growth.
Responsibilities
The CSD positively influences NRR through four leading objectives: Deepen, Renew, Grow, and Promote.
Deepen
- Help customers achieve their goals and realise ongoing benefits from ActiveOps
- Deliver Quarterly Business Reviews with executive stakeholders to review progress against objectives and demonstrate value realised
- Position ActiveOps’ technology as a key component of the strategic toolset used by our customers to meet their business strategies
- Put in place effective governance and advise senior customer leaders on actions to achieve their business objectives
- Achieve and maintain target account health and adoption scores by driving feature adoption and usage
- Where performance deviates from plan, identify corrective actions and support the customer in implementing them
- Work across the C-suite (including Chief People Officer, Chief Technology Officer, Chief Risk Officer, Chief Transformation Office)
Renew
- Drive renewal conversations and support successful renewal execution
- Map key stakeholders in the renewal process (decision makers and influencers) and execute engagement plans to ensure they understand value delivered
- Understand the renewal process within the customer and how to navigate it effectively
- Identify opportunities for uplifts, expansion, or price increases as part of renewal discussions
- Achieve on-time renewal with no loss of ARR due to perceived lack of value
Grow
- Identify and progress opportunities to expand the customer relationship
- Use executive relationships to identify opportunities and open doors for further SaaS and services revenue
- Build a pipeline of growth opportunities within accounts (new products, new business units, additional ASMs, professional services)
- Progress opportunities with Sales through to close by winning hearts and minds of decision makers and demonstrating previous value delivered
Promote
- Build senior advocates who actively promote ActiveOps
- Build relationships with executive stakeholders that result in them becoming active advocates for ActiveOps
- Generate warm introductions to other areas within the customer and referral introductions to external prospects through advocate networks
- Deliver reference activities including case studies, event speaking, testimonials, and customer stories
Account Planning
- Build the account plan with the Strategic Account Director
- Identify the customer’s strategic business priorities and major initiatives
- Complete stakeholder analysis and determine current account health
- Set objectives for value delivery, health, growth and advocacy; track progress and execution of supporting actions
Key Relationships
- The CSD builds and maintains relationships at the highest levels within customer organisations:
- C-suite executives with operational oversight including Chief Operating Officer, Chief People Officer, Chief Risk Officer, and Chief Technology Officer
- Senior operational leaders including Managing Directors, General Managers, VPs of Operations, and Heads of Operations
- Functional leaders including Heads of Workforce Management and Business Unit leaders
- Specialist stakeholders in Transformation, IT, Procurement, and Finance
- Within ActiveOps, the key relationship is with the Sales function. Working in partnership with Sales is essential to success
Profile
The ideal candidate is senior, credible, with gravitas. They can lead executive conversations independently, drive customer improvements through targeted interventions, and orchestrate internal and customer stakeholders to deliver successful outcomes.
Qualifications
- A degree is highly preferred; equivalent relevant work experience is essential
Experience
- 5+ years working with and influencing senior operations leaders (Head of Operations, GM Operations, MD Operations, COO) through business consulting, operations leadership, customer success, or sales
Skills and Knowledge
- Credibility with senior operations leaders as an advisor on operations strategy and best practice
- Able to challenge, add value, and credibly contribute to strategic planning discussions with senior operations leaders and COOs
- Excellent networking and relationship building skills at executive level
- Experience coaching and developing team members; ability to provide guidance and support professional growth
- Track record of consistent achievement of business targets (particularly growth and retention targets)
- Track record of effective negotiation and influencing
- Comfortable using and analysing data including trend analysis, correlation, and regression
- Knowledge or experience in Operations Management, particularly capacity planning and management tools and methods
- Experience leading and facilitating groups in a business setting
Baseline Requirements
These foundational requirements enable delivery of all objectives:
Product Knowledge: Stay current on product changes; attend updates, read release notes, understand new functionality
Demonstration Capability: Confidently demo key features; explain how functionality addresses customer needs
Value Articulation: Connect features to business outcomes in the customer’s language
Training Completion: Complete product training within specified timeframes; attend Product Sprint Reviews and enablement sessions
Travel
The role will require travel nationally and internationally as required to support customer relationships and account objectives. CSDs will be expected to spend the majority of their working week on-site with their customers
