CX Supervisor leading team to improve customer support quality and compliance for Coinbase in Cyprus. Engaging with various stakeholders to ensure regulatory adherence in customer communications.
SA
Hybrid Customer Success Product Director, Adoption Strategy, Cloud Lead
Posted 4 months ago
About the role
- Customer Success Product Director leading strategy and research for cloud products to drive customer adoption. Focused on leveraging data and AI to enhance customer success experiences.
Responsibilities
- Lead research and strategy for our assigned cloud products.
- Leverage data to drive insights, build scalable frameworks for engagement, and provide strategic recommendations.
- Focus on the development of Product Led Growth strategies and scaling adoption across the Salesforce customer base.
- Design and implement a comprehensive methodology for baselining customer health and maturity.
- Develop predictive customer insights through cohort strategy and analyzing trends.
- Build a data-driven engine to identify feature expansion opportunities.
- Create and execute a dual-pronged engagement strategy for our customer base.
- Act as a thought leader within the Customer Success organization, researching and piloting new technologies.
Requirements
- 5+ years of experience in a strategic role within a B2B SaaS environment, such as Customer Success Strategy, Revenue Operations, Product Management, or Business Analytics.
- Proven experience using quantitative and qualitative data to drive strategic decisions, with proficiency in analyzing large datasets to uncover trends and insights.
- Demonstrated ability to design and launch successful, scalable programs or frameworks from the ground up.
- Exceptional communication and presentation skills, with the ability to translate complex data into a compelling strategic narrative for executive-level audiences.
- Proven track record of delivering strategy and insight work with measurable business outcomes
- Excellent cross-disciplinary collaboration skills and strong organizational agility
- Experience in navigating complex organizational issues and driving results using both collaborative and directive management styles.
- Self-starter and a high degree of motivation to go above and beyond the task at hand
- Familiarity with CRM landscape and Salesforce stack
- Bachelor's degree in Business, Economics, Statistics, Computer Science, or a related field.
Benefits
- time off programs
- medical
- dental
- vision
- mental health support
- paid parental leave
- life and disability insurance
- 401(k)
- employee stock purchasing program
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