Director, Customer Success Management

Remote - United States

Full Time Executive-level / Director
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Tealium Inc.
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WHO WE ARE:Tealium is the trusted leader in the customer data industry. We believe unified customer data is an organization’s most valuable asset and greatest competitive advantage. We help brands seamlessly unify their siloed customer data and applications in real time, and drive more profitable interactions across all touchpoints. Tealium’s Customer Data Platform (CDP) enables you to connect your data so you can connect with your customers.
Founded in 2008, Tealium’s patented and award-winning solutions are used by over 1,000 of the world's most innovative brands, including Sony, Providence St. Joseph Health, Cambria Health, T-Mobile, Hulu, Uber, Facebook, Expedia, Hyatt, Barcelo Hotel Group, Sportsbet, Utah Jazz, American Airlines, The Gap, Orange, and many others.

What We Are Looking For:
We are looking for a Director of Customer Success with a strong passion for Customer success in North America. The ideal candidate has previous customer success leadership experience, comes from a strong SaaS background, and thrives in a fast-paced environment.  This person will focus on helping customers realize their business objectives through the Tealium’s solutions by mentoring and coaching Customer Success Managers (CSMs) through the customer lifecycle.  This includes partnering with our Enterprise, Commercial and Partner Sales teams as well as other critical stakeholders in Customer Success, Operations, Product and Engineering.  

Your Day to Day:

  • Lead, coach and mentor a team of CSMs, team leads, and other customer success professionals as needed
  • Create a culture of massive customer delight
  • Identify opportunities for continuous improvement including evolving process, reporting, and presentations to scale for lifecycle and industry playbook optimization & success plans
  • Be an expert at leading best practices in change management for team and clients while finding ways for CSMs to deeply understand our customer’s objective and become strategic trusted advisors, and determine how to define-drive-demonstrate client value Collaborate with Sales on regional customer strategy to lead annual and quarterly business planning cycles
  • Monitor customer health and leading indicators necessary to insure high customer retention and growth
  • Develop relationships with key (C-Level) executives and decision makers
  • Ensure the team is fully staffed, trained and deployed to fulfill the strategic plan
  • Support KPIs, manage performance, and establish a career path opportunities for CSMs

What You Bring to Tealium:

  • You have a minimum of 7 years of SaaS Customer Success leadership experience You have previous experience managing a book of business of over $50M in recurring subscription revenue while working directly with customers
  • You have executive presence and can concisely articulate value to anyone, at any level within our customer base You have a passion for data, business strategy and customer success 
  • You have a technical capacity to navigate customer relationships and success planning and ensure expansion strategies are relevant to the Tealium platform
  • You are customer obsessed You excel in problem solving and have strong analytical skills
  • You are highly resourceful, entrepreneurial and driven You have the ability to set strategic vision and operational direction then execute against both
  • You are an excellent communicator
  • You can handle multiple projects simultaneously
  • You are an inspirational leader that motivates those around you
  • You obtained a bachelor’s degree
WHY YOU WANT TO WORK HERE: The highly relevant and differentiated positioning of Tealium and our Customer Data Platform (CDP) makes this a unique and rewarding career opportunity. Organizations from start-ups to large global enterprises are utilizing Tealium to unify their customer data in real time and drive improvements in their overall data strategy. Over 1,000 global brands trust Tealium, and in an increasingly noisy market we are proud to maintain best-in-class renewal rates of >90%. When our customers are happy, we’re happy.
Our corporate HQ is located in sunny San Diego, just minutes from the beach and surrounded by beautiful hiking trails and the renowned Torrey Pines golf course. Our location is just one of the many perks we enjoy; At Tealium we dress casually (but professional), enjoy a flexible paid time off policy, rich benefit plans, company holidays, 401(K) match, and employee Stock Options - just to name a few. If you are interested in being a part of Team Teal, we’d love to hear from you!
TEAL celebrates diversity and is an equal opportunity employer. It is our continuing policy to recruit and employ the best qualified individuals without regard to race, color, sex, religion, national origin, disability, age, sexual orientation, gender identity, and/or any other protected characteristic.  TEAL does not tolerate unlawful discrimination of any kind and strives to be an inclusive and respectful workplace.
Job region(s): North America
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