What you’ll do as a Senior Director of Customer Success & Professional Services at Proof:

📍Strategic Leadership: Develop and execute a comprehensive strategy for Customer Success and Professional Services that aligns with Proof’s overall business objectives and growth targets. 📍Team Leadership & Development: Lead, mentor, and grow high-performing teams of Customer Success Managers and Implementation 📍Consultants. Foster a culture of accountability, continuous improvement, and customer advocacy. 📍Customer Lifecycle Management: Oversee the entire customer journey, from onboarding and implementation to ongoing adoption, value realization, and ensure renewal. Implement best practices and processes to maximize customer satisfaction and retention. 📍Professional Services Delivery: Ensure the successful and profitable delivery of professional services engagements, including implementations, integrations, and custom solutions. Optimize resource allocation and project management methodologies. 📍Customer Advocacy & Expansion: Drive programs to identify and cultivate customer advocates and opportunities for account expansion. 📍Partner closely with sales to identify upsell and cross-sell potential. Cross-Functional Collaboration: Collaborate effectively with Sales, Product, Marketing, and Engineering teams to ensure a seamless customer experience and to advocate for customer needs and feedback. 📍Metrics & Reporting: Define, track, and report on key performance indicators (KPIs) for Customer Success and Professional Services, providing actionable insights to leadership. 📍Process Improvement: Continuously evaluate and optimize existing processes and tools to enhance efficiency, scalability, and customer outcomes.

What we're looking for:

📍10+ years of progressive leadership experience in Customer Success and/or Professional Services within a SaaS environment. 📍Proven track record of building, scaling, and leading high-performing teams. 📍Deep understanding of customer lifecycle management, retention strategies, and value realization. 📍Strong experience in managing professional services organizations, including project delivery, profitability, and resource management. 📍Excellent communication, interpersonal, and presentation skills. 📍Demonstrated ability to drive strategic initiatives and deliver measurable results. 📍Strong analytical skills and ability to leverage data to inform decision-making. 📍Experience working with CRM and CS platforms (e.g., Salesforce, etc).

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