Senior Director, Customer Success Programs

Collibra

London, GB
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 04/04/2021
  • Website: collibra.com
  • Company Address: 61 Broadway Suite 2401, New York, NY, 10006

About Collibra

Collibra is the Data Intelligence company. We accelerate trusted business outcomes by connecting the right data, insights, and algorithms to all Data Citizens. Our cloud-based platform connects IT and the business to build a data-driven culture for the digital enterprise. Global organizations choose Collibra to unlock the value of their data and turn it into a strategic, competitive asset.

Job Description

We're Ushering a New Era of Data Participation. Interested?

We’re shaping the way companies manage data by helping customers connect the right data, insights, and algorithms for all Data Citizens. When everyone across the organization is enabled with data, true transformation can take place. We are building a team of exceptional people to help us deliver on that promise. If you are interested in a career at the leading edge of technology, we look forward to hearing from you.

How you'll make an impact at Collibra:

We are continuing to build out and scale out customer success teams and operations in support of the overall growth of our company. To support this we are creating a new Customer Leadership role reporting into our Chief Customer Officer, The Senior Director, Customer Success Programs will be responsible for designing, implementing and monitoring customer success programs to deliver customer value. In this role you will have an opportunity to positively enhance and impact our ability to drive better adoption, retention and expansions. 

A day in the life of a Senior Director - Customer Success Programs at Collibra:

As part of the CS leadership team the goal of the Senior Director is to drive SaaS transformation programs, build and implement an efficient Customer Success engagement framework including digital engagement, improve Customer Success manager effectiveness and implement a proactive and predictive customer success metrics framework. This role will also lead a team of Customer Success program managers around the globe. Given our subscription business model, this role is absolutely vital to drive strategic value for the company and our long-term success.

You Have:

  • 12+ years experience in the B2B technology industry, with at least 6+ years experience in leading customer-facing organizations
  • Experience running Customer Success programs for SAAS businesses with revenues exceeding $100MM
  • Combined a background of post-sale and Customer engagement experience
  • Proven ability to be a change agent by creating or adopting new customer programs that maximize customer satisfaction 
  • Proven experience building a high-performance culture that retains top talent and develops future leaders for our growing team

You Are:

  • Passionate for solving customer problems and constantly identifying areas for improvement and opportunities to grow
  • Enthusiastic, collaborative and creative leader with the ability to inspire and motivate remote teams
  • Have a track record of building positive relationships with internal and external stakeholder
  • Analytical and process-oriented mindset to use data to drive execution and inform strategy
  • Strong empathy for customers AND passion for delivering great customer experience

Reporting to Collibra’s Chief Customer Officer, Sr Director - Customer Success Program’s measures of success are:

  • Within your first month, you will onboard with focus on understanding of the business key drivers and the charter of customer success. You will take operational control of the ongoing programs and set direction to achieve the set goals. 
  • Within your third month, you will scope, define and prioritize CS programs. Get buy in from both peers and internal stakeholders. Set clear metrics for success and launch the programs.
  • Within your sixth month, you will track leading indicators that point to the effectiveness of the programs. Establish linkage of the key metrics to CS business objectives and outcomes.

Benefits at Collibra:

We strive to provide all Collibrians competitive and cost-efficient benefits that are aligned to our company values. As a high-growth company, our goal is to offer flexibility and choice with our benefit programs to support the evolving needs of our changing workforce. The specific offerings will differ slightly by region but our {Be}well benefit programs encompass the following strategic pillars:

  • {Be}Healthy: Healthcare for yourself and eligible dependents (inclusive of partners/domestic partners), mental health resources and care, tax advantaged accounts, income protection, discount programs and more! Additionally, we encourage employees to treat their whole self by offering a bi-monthly calendar of events and programming dedicated to our {Be}well initiatives which focus on wellbeing areas including emotional, professional & social, financial, physical, giving back and allyship & belonging.
  • {Be}With Family: We offer multiple types of leave so that you can spend time with loved ones, including parental leave, carer’s leave and our annual family day. These are all complementary to our culture in which we value output over hours!
  • {Be}Kind: CollibraForGood, Unconscious Bias & Allyship training, Manager Racial Injustice training and Collibra-led fundraisers.
  • {Be}Unplugged: Our paid time off programs include vacation, holidays, sick time and compassionate/bereavement leave. We also offer remote-friendly meditation sessions and cooking lessons - all of which you’re actively encouraged to use!
  • {Be}Informed: Competitive compensation, bonus potential, private company equity, merit reviews and promotion cycles, company pension, discounts programs, access to LinkedIn Learning, employee referral program, development programs, employee rewards & recognition and more!
  • {Be}Together: Community and belonging with our ERGs and personal interest groups, ERG-driven events, speaker series, and celebrations, a dedicated DEI counsel, the virtual Collibra cafe, trivia, bingo games and much more! 

When in-person (office) life resumes, we look forward to more social events (think holiday gift exchange, fundraising events, happy hours, celebrations and more!), snacks, catered lunches and team offsites!

Equal Opportunity:

At Collibra, we’re proud to be an equal opportunity employer - it’s directly tied to our core value, “open, direct, and kind”. We realize the key to creating a company with a world-class culture and employee experience comes from who we hire, and creating a workplace that celebrates everyone. 

With this, we proudly consider qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sexual orientation, pregnancy, sex, gender identity, gender expression, genetic information, physical or mental disability, HIV status, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status, or any other legally protected category

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.