Director of Customer Success

Infoblox - Tacoma, WA (30+ days ago)3.6

Infoblox is seeking a strong, experienced Director of Customer Success to build & manage our growing global team of Customer Success Managers in our Tacoma, WA location. This individual will develop, support & grow our Cloud customer base & ensure they derive maximum value from the Infoblox SaaS solutions.

The Customer Success team acts as internal champions and quarterbacks, coordinating the cross functional approach required for sustaining SaaS based customer success and growth. Key focus areas will include: setting team goals/priorities, enabling effective account coverage, developing and implementing account tier strategies, and creating an inspiring team environment.

The Director of Customer Success is responsible for a team of Customer Success managers driving the ongoing attainment of onboarding outcomes, key retention metrics, customer product usage and expansion, & satisfaction for Infoblox Cloud customers.

Establish clear team goals/priorities in alignment with broader Customer Success and Engagement strategies
Monitor team performance on key metrics and employee satisfaction
Manage a portfolio of accounts toward optimal coverage targets
Manage the team’s development and execution of action plans to achieve identified customer outcomes for key accounts by establishing critical goals or other key performance indicators
Monitor overall post-sales relationships with teams assigned to accounts
Support the team’s post-sales customer lifecycle activities including onboarding, access to training, access to professional services, technical support, customer renewals, expansion, and the Infoblox advocacy team
Enable customer interactions in a manner that establishes credibility and trust as a business advisor
Direct growth plans for key accounts to increase adoption/utilization of existing offerings and demand/consumption of new offerings and features
Manage the achievement of key performance indicators for the team’s portfolio of accounts
Work with the customer advocacy team to develop customer specific case studies and references to share the team’s account success
Enable customer success outcomes including reduced churn, revenue expansion identification, higher product adoption, customer satisfaction, and overall customer health scores
Advocate customer needs/issues cross-functionally and work with Infoblox Support to resolve account escalations
Critical to success will be driving cross-functional collaboration and communication across sales, services, education, support, and product management to facilitate customer success touch points within your team’s portfolio of accounts

At least 8 years of experience in software or high-tech networking, Enterprise operations, sales, or service
At least 5 years of experience managing a customer success team
At least 5 years of experience in a direct customer facing role
At least 5 years of experience managing direct reports
At least 3 years of experience working in SaaS or Cloud based technologies

The ideal candidate will possess:
An urgency in execution and the ability to adapt and change
Experience managing deep customer relationships (e.g. strategic account management)
Strong alignment with customers and the capability for enabling profitable growth
Proven ability to influence through persuasion, negotiation, and consensus building
Strong business acumen including experience working in a B2B environment
Strong verbal and written communication skills
The ability to make or recommend decisions based on in-depth analysis
Able to define critical problems to be solved
Identifies data sources required to execute analytics
Ability to diagnose and solve complex issues

Bachelor’s Degree from an accredited university or college in business discipline
MBA preferred

Big company technology used in a small company environment
Direct access to knowledgeable leaders and mentors
Be part of the decision-making process
Work for a rapidly growing company
Career path with opportunities to grow your career
It’s an exciting time to be at Infoblox. We are the market leader in technology for network control. Our success depends on bright, energetic, talented people who share a passion for excellence in building the next generation of networking technologies—and having fun along the way. Infoblox offers a fast-paced, action-oriented environment. We promote a culture that embraces innovation, change, teamwork, and strong partnerships. Join the winning Infoblox team—our future looks bright, and so will yours. To check out what it’s like to be a Bloxer click here.