Director, Customer Success - US East

Planview - Remote4.0

Full-timeEstimated: $89,000 - $130,000 a year
Planview’s Customer Success leader is a dynamic person that has the right mix of leadership, strategic thinking, and technical acumen as well as strong communication and organizational skills to build and lead a team of Customer Success Managers. This team is responsible for the health, ROI, and ultimately the retention of a >$100M and growing customer base across the Planview family of products. We are scaling our customer success function, so this is an opportunity for the right leader to help build a mission critical part of the business.

Builds and retains a high performing collaborative team
Fosters a winning culture of over-achievement, ownership, and full accountability for outcomes across team
Refines and manages rigorous risk assessment process across team to consistently and accurately assess retention risk in account base
Develops and assigns data driven retention and upsell targets across team to drive to targeted outcome
Forecasting retention and driving team to accurately roll up account retention risks
Maintains customer account activity history and other health indicators across team and portfolio in Gainsight
Drives development and execution of sales aligned customer success plans across team
Proactively drives team to identify and exploit opportunities to increase Planview’s value-add across portfolios
Represents customer install base during planning processes
Selling to customers and driving team to do the same, routinely leading CIO level conversations
Presents at notable industry conferences
Taking the lead on cross-functional corporate initiatives to improve customer value-propositions and overall experience with Planview
Effectively engaging with critical stakeholders across organization to drive an ongoing customer focus across Planview
Build strong, trusted, and influential relationships with key strategic customers
Required Skills, Experience and Education

>12 years relevant experience of enterprise account management in cloud, on-prem and managed hosting environments.
Successful track record of managing a team and a $100M ARR portfolio while improving retention rates
Experienced in data driven approach to retention risk identification and mitigation planning
Strong potential to grow to be a respected thought leader in work resource management and Planview solutions
Excellent management and leadership skills, quickly gains respect of team members
Track record of driving 'voice-of-the-customer' needs across organization and into product roadmap
Track record of being an 'Agent of Change' across enterprise
Path to C-level gravitas to comfortably hold CIO strategic meetings
Strong proactive nature
Strong strategic planning and cross-functional execution skills
Excellent communication and listening skills
Comfortable managing critical customer escalations across organization
Ability to develop complex security strategies with strategic customers, viewed as trusted advisor
Ability and willingness to travel at least 25%
Bachelor’s degree, or equivalent combination of education and experience required.
Experienced using, Gainsight or equivalent
Desired Skills and Experience

Management consulting or large, multi-national technology company experience
Strong Resource and Portfolio Management background
Experience using planning tools (MS Project, Primavera, Innotas) to manage complex projects
Master’s degree
Great Benefits and Fun Perks
We offer highly competitive benefits packages for every lifestyle.
No one likes working in a box, right? That’s why we’ve built some fun, open work environments with optional standing desks, game rooms, unlimited snacks, soft drinks, and gourmet coffee machines. Oh, and a tasty cereal bar and fresh fruit to get your day going!
We believe in regular fun office events and monthly happy hours!
We offer weekly onsite yoga classes, chiropractor visits and car wash services.
We’re in a brand new office building with garage parking and shaded courtyards with outdoor gas grills and seating, just in case you want to grab some sun during lunch.
We host daily food trucks!
And because we believe in community involvement, we’re also active participants of a variety of causes, including a Planview MS150 riding team, Heartwalk, Central Texas Food Bank, Salvation Army Angel Tree and more!
Planview is an Equal Opportunity/Affirmative Action Employer