Job Title: Director of Customer Success (Cloud & Digital Services)
Level: Senior
About the Role
We’re looking for a strategic and customer-obsessed Head of Customer Success to lead and scale our post-sales experience across cloud platforms (Microsoft 365, Azure, and Google Cloud). You’ll own customer retention, training, adoption, and satisfaction, while managing a high-performing team, supporting sales with expansion opportunities, and maximizing value from Microsoft and Google partnership programs. This is a key leadership role in our customer journey and a critical driver of recurring revenue and long-term client relationships.
Key Responsibilities
Customer Success Strategy & Leadership
- Build and execute the customer success vision for cloud and digital services.
- Lead, coach, and grow a team of CSMs and support specialists.
- Define and track key metrics:
- Net Revenue Retention (NRR): Target 120 %+ through renewals and upsells.
- Customer Satisfaction (CSAT): Maintain or exceed 90%.
- Churn Rate: Keep under 5% annually.
- Adoption Rate: Improve platform utilization by 25% YoY.
Client Engagement & Value Delivery
- Deliver strategic onboarding, enablement, and cloud training sessions.
- Conduct regular service reviews and health checks with key customers.
- Develop account success plans and guide customers toward ROI realization.
Partner Program Utilization
- Leverage Microsoft and Google assets (e.g., funded programs, FastTrack, incentives) to drive customer success.
- Stay aligned with partner GTM initiatives and co-branded enablement resources.
Collaboration & Revenue Growth
- Work closely with sales and product teams to identify upsell/cross-sell opportunities.
- Provide data-driven insights to support customer conversations and retention strategies.
- Collaborate on customer expansion plans and renewal forecasting.
What You’ll Bring
- 6+ years in customer success or account management in IT/cloud services.
- 2+ years in a leadership or team management role.
- Strong working knowledge of Microsoft 365, Azure, or Google Cloud environments.
- Experience in customer training, onboarding, or enablement programs.
- Excellent relationship-building, communication, and problem-solving skills.
Bonus Points For:
- Experience with Microsoft Customer Success programs (FastTrack, Success Plans, etc.).
- Familiarity with CSP licensing and partner-led engagement models.
- Certifications in cloud platforms or success management tools (e.g., Gainsight, SuccessHACKER).
Why Join Us?
- Help shape the post-sales experience at a high-growth IT services company.
- Work with cutting-edge cloud platforms and global technology partners.
- Lead a passionate team, driving measurable customer outcomes.
- Access to continuous learning, leadership development, and performance-based rewards.
Ready to elevate the cloud experience for our clients? Apply now and lead success that scales.
How to apply: Send your CV to our email at [email protected] and fill out the form below. Apply before Tuesday, May 20th, 2025 by 6:00 PM.