Impossible Cloud is seeking a Sr. Director, Customer Success to establish and lead our customer success function. You will be the primary advocate for our customers, ensuring they realize exceptional value from our platform and driving long-term growth and retention.
What You'll Do
- Define and implement the customer success strategy, including processes, metrics, and team structure.
- Build and lead a high-performing customer success team, focusing on onboarding, adoption, and renewal.
- Serve as the executive-level point of contact for key strategic accounts, fostering deep, trusted relationships.
- Analyze customer health metrics and usage data to proactively identify risks and expansion opportunities.
- Partner cross-functionally with Sales, Product, and Engineering to champion customer needs and influence the product roadmap.
- Develop and oversee programs to drive product adoption, customer advocacy, and referenceability.
What We're Looking For
- 10+ years of experience in customer-facing roles within B2B technology, with 5+ years in a leadership role.
- Proven track record of building and scaling a customer success function in a high-growth SaaS or cloud infrastructure environment.
- Deep expertise in developing customer success frameworks, playbooks, and KPIs (e.g., NRR, GRR, CSAT, product adoption).
- Strong analytical skills with the ability to translate data into actionable insights and business strategy.
- Exceptional executive communication and presentation skills, capable of engaging C-level stakeholders.
- Demonstrated ability to collaborate effectively with Sales, Product, and Engineering leadership.
Nice to Have
- Experience in the cloud storage, infrastructure, or web3 technology space.
- Background in both pre-sales/sales engineering and post-sales customer success.
- Experience working in a global or remote-first company environment.
