Senior Director, Customer Success

About the job

As a Senior Director, Customer Success at Black Duck Software, Inc., your role will involve leading and scaling the post-sales organization in APAC. You will be responsible for Customer Success, Onboarding, Technical Support, Renewals, and Delivery Enablement for the regional customer base. Collaborating with Sales, Product, Engineering, and Global Support teams will be crucial in shaping customer lifecycle strategy, ensuring seamless technical support, driving product adoption, and enhancing customer satisfaction. Key Responsibilities: - Serve as the primary site contact lead for the CX organization in India. - Oversee a team comprising customer success managers, technical support engineers, onboarding specialists, and delivery partners for multiple products. - Hire and manage on-the-ground talent effectively. - Coordinate with different departments to establish project goals and deliverables. - Own all post-sales functions in the APAC region, focusing on cost-effective service delivery, customer outcomes optimization, and profitability. - Lead financial planning, budgeting, forecasting, and reporting for Customer Success, Support, and Delivery functions, aligning with company growth goals and margin targets. - Partner with global leaders to devise strategies for customer onboarding, engagement, satisfaction, adoption, retention, and expansion. - Drive support transformation initiatives to enhance SLAs, self-service capabilities, and resolution metrics. - Lead regional success KPIs including Renewal Rate, Expansion Revenue, and Churn. - Align customer journeys with value realization and business outcomes. - Collaborate with Sales leadership for pre-sales to post-sales handoff and drive upsell/cross-sell motions. - Represent the voice of the customer in internal forums and executive reviews. - Establish a customer-focused culture and operational rigor across teams through mentoring, coaching, and people development. - Regularly report on customer metrics, trends, escalations, and financial performance to the global executive team. - Engage closely at the site level across all functions to foster an overall engaged team.

Requirements

• Customer Success
• Technical Support
• Onboarding
• Financial Planning
• Stakeholder Engagement

Qualifications

• Bachelor's degree in engineering or related field
• Masters or MBA preferred

Preferred Technologies

• Customer Success
• Technical Support
• Onboarding
• Financial Planning
• Stakeholder Engagement

About the company

Black Duck Software, Inc. specializes in software security and management solutions, emphasizing customer success and engagement through comprehensive onboarding and support.