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Director, North America Customer Success


This is a Full-time position in Austin, TX posted October 26, 2021.

Customer Success Chicago, Illinois Diamond Bar, California Remote, United States Austin, Texas

About Liferay 

Liferay, Inc.

is a uniquely profitable B2B enterprise software company with 1,000+ fiery-eyed employees all across Europe, the Americas, Middle East, and Asia.

As the leading provider of enterprise open source technologies, we have been recognized by Gartner for empowering businesses around the world to solve complex digital challenges.

Our flagship product is the Liferay Digital Experience Platform, which companies like Honda, Bank of the West, and Airbus use to build customized experiences for their customers and employees.

But we don’t just make awesome software, we are also fueled by a greater-than-profit vision.

By building a vibrant business, making technology useful, and investing in communities, we make it possible for people to reach their full potential to serve others.

We give our employees five days paid off to volunteer at charities they’re excited about, and Liferay donates 10% of our profits to charities around the world.

Oh, we’re also self-funded which gives us the freedom to work on whatever we think brings the most value to customers and communities in the long run!

About You and this Role

We are looking for a customer-first senior leader who is able to develop CS strategies and drive execution to exceptional results.

This is a senior leadership / executive position and the expectation is for the candidate to own the end-to-end customer engagement, adoption, renewal and growth for the entire North America business.

A critical expectation is that this individual influences, leads, and delivers quantifiable business results across direct line, dotted line, and cross-functional organizations. 

The Director, NA Customer Success will be a leader of people managers who are leading teams of Customer Success Specialists and Customer Success Managers covering all customers, from SMB to large enterprise. 
The Director, NA Customer Success will be responsible for delivering our annual scorecard, which may include some or all of these metrics: 

  • Customer engagement (% customers engaged every quarter, either live or via events)
  • Customer adoption/health (% customers utilizing platform, utilizing features)
  • Quantifiable business value / outcomes (% of customers >100% original business outcome targets)
  • Renewal (gross retention rate)
  • Expansion (net retention rate)
  • Average contract length

In addition, the Director, NA Customer Success will be expected to personally nurture and develop customer executive relationships, including CXOs.

This individual will serve as a key evangelist both for Liferay as well as for Customer Success and is expected to operate in a proactive, forward-thinking and optimistic fashion. 

Key Objectives

  • Hire, train, and manage a team of top-performing individuals and managers
  • Successfully re-organize team to match Liferay, sales, and CS business objectives 
  • Meet or exceed scorecard metrics (as previously mentioned)
    • Customer engagement (% customers engaged / Q)
    • Customer adoption/health (% customers utilizing platform, features)
    • Quantifiable business value / outcomes (% of customers >100% targets)
    • Renewal (gross retention rate)
    • Expansion (net retention rate)
    • CSAT/NPS
    • Average contract length
  • Develop and execute new pricing and deal structures to increase average contract length and average contract value (via selective price uplifts, etc.)
  • Work closely w/ sales to structure compensation & SPIFFS to reward gross retention while also driving net retention goals of the company and sales 
  • Efficiently plan and operationalize the business by deploying standardized targets, KPIs, and repeatable processes, including the team’s use of and other software necessary for robust account management
  • Work with the VP, Customer Operations, Director, NA CS, and Director, CS Operations to develop and execute on a repeatable business value / outcomes framework that is effectively used by all Liferay regions, regardless of CS reporting status 
  • Take high-level business goals and be able to define metrics, reports/dashboards, and executive presentations that track progress, influence organizational behavior, drive forward-looking strategy, and identify areas of improvement.

    It is essential that this leader is capable of effectively developing and delivering “board-level” presentations 

  • Ensure strategic decisions are supported through data and analysis and can be executed in a repeatable systematic manner

Required Qualifications

  • Minimum 15+ years of proven customer success, sales and/or consulting experience with increasing levels of responsibility, including as a manager of managers
  • Previously owned and successfully grew a $20MM+ book of business 
  • Professional experience supporting enterprise on-premise and/or SaaS software and services
  • Excellent organization, project management, and time management skills
  • Experience in building successful senior-level business relationships and facilitating conversations at all levels, including the C-suite
  • Superior verbal and written communication skills
  • Exhibit exceptional interpersonal skills and professionalism
  • Ability to thrive in a global distributed organization across various time zones
  • Willingness to travel on a flexible schedule, based on customer location
  • Meet defined regional, individual, and team-based Customer Success team targets
  • Bachelor’s degree or equivalent practical experience

What We Offer

  • Salary package w/ competitive benefits according to qualifications and experience
  • Opportunities to take responsibility and grow professionally
  • A positive and collaborative work culture
  • Check out what employees say about us on Glassdoor
  • Working at a leading open-source company

Equal Opportunities Employer
– Statement

Liferay is committed to the equal treatment of all candidates, customers and employees and to fostering a culture of dignity at work.

Our operating procedure provides for equal opportunities in recruitment and employment with the aim to eliminate discrimination against any job applicant or employee on the basis of race, age, sexual orientation, gender, religion or beliefs, marital or civil partnerships status, family or dependency status, disability, pregnancy and maternity or membership of a traveling community.

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