Director of Customer Success

Machines Talk, We Listen. We are all surrounded by machines and rely on them in everything we do - from the buildings in which we live and work, the goods that we consume, to the power and running water that we use. We are on a mission to make machines more reliable and reduce their impact on the environment. Our Machine Health platform combines Artificial Intelligence and IoT to generate insights that help customers lower costs, reduce downtime and increase supply chain resilience.

As a Director of Customer Success, you will lead a global team focused on customer engagement, success, retention and growth. You will develop strategies and practices that enable our customers to see the value of the Augury platform and how to leverage it to maximize their return on investment. 

A Day In Your Life

  • You will hire, onboard, and retain global customer success talent responsible for driving value delivery for our customers.
  • You will look for opportunities for continuous improvement and implement and refine them.
  • You will champion strong cross-functional collaboration between Customer Success, Product, Reliability, Support, and Services to maximize value across the customer journey. 
  • You will drive the development, implementation, and CSM enablement of playbooks and lifecycles. 
  • You will focus on building relationships with key internal stakeholders, including executive management, product, marketing, reliability, support, technical services & Sales.

What You Bring

  • Experience: 10+ years professional experience with 5+ years in a global CS leadership role working with Fortune 500 companies that leverage Enterprise Technology platforms, e.g., Salesforce, CMMS, ERP systems, etc. 
  • Customer first: Demonstrated success with developing and driving customer success  practices, processes and structures that deliver immediate impact and drive client value.
  • Builder: You are a self-starter and a servant leader who is driven by the opportunity to build a global Customer Success team. You love mentoring people and coaching them to be successful. You see their wins and growth as paramount to your success.  
  • Superb Communication Skills: You’re a great listener, understand people’s needs and requests, and provide transparency through clear communication and strong follow-up. You build relationships with a variety of customers and team members and leverage these relationships to ensure successful project implementation.
  • Your playground: You are comfortable with ambiguity and being agile in order to change direction as priorities move rapidly. You thrive in a customer setting, actively seeking out opportunities to connect with customers and make their needs paramount. You are relentless about the customer journey, always looking for ways to improve the overall customer experience. 

About Us

We love creating stuff. We are passionate about building meaningful products that can change the world. Our team is a diverse group of people that breed creative thinking and are not ashamed of having fun. We are only as good as the relationships we build - we treat each other with respect, dignity, and humility. We don’t pursue the mythical work-life balance - there is only life, and Augury is a part of it. 

Other Perks

  • Comprehensive Medical Coverage
  • 401k plan with matching
  • Stock options
  • Paid parental leave
  • Flex PTO

 

Apply to this position in New York, United States