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Director, Customer Success



Customer Service, Sales & Business Development
Colorado, USA · Texas, USA
Posted on Wednesday, May 8, 2024

At Reltio®, we believe data should fuel business success. Reltio’s AI-powered data unification and management capabilities—encompassing entity resolution, multi-domain master data management (MDM), and data products—transform siloed data from disparate sources into unified, trusted, and interoperable data. The Reltio Connected Data Platform™ delivers interoperable data where and when it's needed, empowering data and analytics leaders with unparalleled business responsiveness. Leading enterprise brands—across multiple industries around the globe—rely on our award-winning data unification and cloud-native MDM capabilities to improve efficiency, manage risk and drive growth.

At Reltio, our values guide everything we do. With an unyielding commitment to prioritizing our “Customer First”, we strive to ensure their success. We embrace our differences and are “Better Together” as One Reltio. We are always looking to “Simplify and Share” our knowledge when we collaborate to remove obstacles for each other. We hold ourselves accountable for our actions and outcomes and strive for excellence. We “Own It”. Every day, we innovate and evolve, so that today is “Always Better Than Yesterday”. If you share and embody these values, we invite you to join our team at Reltio and contribute to our mission of excellence.

Reltio has earned numerous awards and top rankings for our technology, our culture and our people. Reltio was founded on a distributed workforce and offers flexible work arrangements to help our people manage their personal and professional lives. If you’re ready to work on unrivaled technology where your desire to be part of a collaborative team is met with a laser-focused mission to enable digital transformation with connected data, let’s talk!

Job Summary:

As the Director of Customer Success, you will report to the VP of Customer Success and help shape the overall vision and strategic plan for the Customer Success team. You will lead a team of Enterprise Customer Success Managers with the goals of driving customer advocacy and increasing Reltio’s pool of referenceable customers.

Job Duties and Responsibilities:

(IC: Knowledge | Leadership | Communication)

(MGR: Knowledge | People Management & Leadership | Strategic Impact)

  • Increase lifetime value and customer advocacy through product adoption, leading a positive customer experience, successfully renewing customers, and generating net new expansion opportunities within Reltio’s customer base.
  • Reduce churn and drive new business growth while increasing the pool of referenceable customers.
  • Serve as a leader who builds a culture of continuous improvement and fosters collaboration both internally at Reltio and externally with customers.
  • Participate in the development of company-wide customer success motions that integrate Customer Success with the Sales, Marketing, and Product teams.
  • Drive operational cadences and team accountability to hit performance targets for customer engagement, success planning, renewal management, and customer lead generation.
  • Work closely with the sales management to align on strategies, renewal forecasting, coverage plans, and account opportunities.
  • Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate.
  • Other duties and responsibilities as assigned.

Skills You Must Have:

(Experience & Education | MDM Experience)

  • Bachelor's degree in computer science or related field.
  • 10 years of experience in SaaS
  • 5 years of progressive experience leading customer success managers, account management, or sales teams
  • Proven experience leveraging customer success best practices that deliver software adoption, best-in-class renewal rates, and consistent expansion lead flow.
  • Be sure to include any MDM, Cloud, Enterprise, SaaS experience.
  • Strong management presence with communication and interpersonal skills that inspire and motivate leaders and teams.
  • Experience working with senior (C-level) executives within customer accounts.
  • Experience developing customer success programs, translating them into initiatives, and tracking successful delivery of the same.
  • Demonstrated operational excellence in analytical thinking, process development and improvement, problem-solving, communication, delegation, and planning.

Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity.

At Reltio, we carefully consider a wide range of compensation factors to determine your personal top of market. We rely on market indicators to determine compensation and your specific job family, background, skills, and experience to get it right. These considerations can cause your compensation to vary and will also be dependent on your location.
Overall Market Range
$150,000$250,000 USD

Reltio is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Reltio is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.