Director of Customer Success

The world’s largest organizations rely on Evident to help them protect their business and brand from third-party risk. Our game-changing technology - which enables the secure exchange of risk data like proof of insurance, identity, business registration, and other information - helps our customers verify that their partners have all of the required credentials to do business.

In today’s new remote-first, ever-changing regulatory environment, our secure, privacy-first enterprise platform, accessible via web portal or API, provides a highly scalable and configurable solution to manage communications, storage, decisioning, and ongoing monitoring of credentials.

Evident is a VC-backed technology startup, headquartered in Atlanta, GA. Learn more at evidentid.com.

We are looking for a motivated individual to lead our growing Customer Success Team as the

Director of Customer Success. As the head of our Customer Success Team, you’ll be responsible for

managing the company’s portfolio of accounts to ensure customer satisfaction and account growth.

Your daily focus will be driving a team of CSMs to maximize customer adoption and retention

through account management, strategy calls and regular business reviews. This is a player-coach

role where you will be responsible for managing key accounts along with the customer success

team. You’ll have the opportunity to work alongside leadership on a regular basis and gain

experience and insight across multiple departments in a rapidly growing company. As a Director of

Customer Success, you’ll be expected to leverage your skills in account portfolio growth, team

management, process refinement and cross functional collaboration. This role will report to the Chief

Operating Officer.

This is a full-time hybrid role working from the Atlanta office 3 days a week.

Responsibilities

• Grow Net Dollar Retention with Existing Accounts: Set the overall vision and strategic plan for the Customer Success organization, focusing on driving product adoption, leading a positive customer experience, and driving net dollar retention (NDR) growth.
• Drive customer value: Develop trusted relationships with executive decision makers with top customers. Understand top customers’ strategic goals to make recommendations based upon our products and services.
• Build and lead a world-class team: Deliver transformational leadership to recruit and develop a highly motivated and high performing team. Be an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of the organization.
• Achieve operational excellence: Develop company-wide customer success motion integrating processes, content and data to/from stakeholder organizations (e,g., Marketing, Sales, Product/Engineering, etc)
• Lead cross-functionally to drive customer success: Work with internal teams to balance, meet and exceed customer expectations and to ensure your team of CSMs have what they need to engage, retain and grow their customers.

Requirements

• BS/BA degree or equivalent experience 
• 5+ years of Customer Success and/or Account Management experience; 2+ years of experience as a Director or Manager 
• Proven excellence in driving NDR growth for a portfolio of companies under your team management. ● Demonstrated progressive experience leading customer success managers, account management, or sales teams in a software company. Professional services experience is a plus. 
• Proven ability to develop strategies, translate them into initiatives and track successful delivery 
• Possesses a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams 
• Demonstrated operational excellence in data analysis, 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 
• Able to collaborate across the organization and with external stakeholders
• Experience successfully working with senior (C-level) executives 
• Holds strong operational skills that will drive organizational efficiencies and customer satisfaction 
• Willing and able to address escalated client issues with speed and urgency
• You share our values, and work in accordance with those values.

Why Evident?

• Our team solves a crucial problem with huge business potential together, and we are able to see exactly how our contribution affects customers!

• Competitive pay package, including base pay and stock options

• Full medical, dental, vision benefits and 401K

• Unlimited PTO

• Paid parental leave to support you and your family

• Home internet stipend, virtual events, & more!

• Recently named one of Atlanta's Coolest Companies & 50 on Fire by Atlanta Inno

• Recently named one of the Top 10 Fastest Growing Companies in Atlanta & one of the Best Places to Work in Atlanta by Atlanta Business Chronicle