Director, Americas Customer Success

Your Title: Director, Customer Success

Job Location: Westminster, CO; Potentially open to remote for the right candidate

Our Department: Construction Enterprise Solutions

Are you ready to develop the future of customer engagement culture in a growing and successful technology company?

We are in an exciting part of our journey to grow the Customer Success muscle at Trimble and are looking for a strategic, results-driven Director of Customer Success to lead our CSM organization and mature our skillset, processes and execution.

Reporting to the Sr. Director of Customer Success, the Director of Customer Success Management will be a second-level leader responsible for managing a team of managers as they coach and develop their teams of CSMs for Trimble's Construction sector. As the Director, you will set the overall direction for the Americas CSM organization, focusing on developing playbooks, best practices, and processes for driving adoption and growth through deeper engagement. In addition, you will be part of the larger Customer Success leadership team to help drive the vision, strategy, and roadmap for the Customer Success Organization.

What You Will Do

Our CSMs coordinate the post-sale experience for Trimble Construction customers, enabling them to achieve their desired outcomes and be successful. CSMs do this by driving product adoption, aligning resources, developing success plans, proactively mitigating risk, and identifying opportunities for expansion.Thus, the goal of Customer Success is to increase software value realization and usage, drive adoption, gain deeper understanding of our customers and their business needs, improve retention, and find business expansion in our accounts. This Director role is absolutely vital to our long-term success and will be responsible for creating programs and best practices for upleveling our CSM skillset and creating a mature customer engagement culture.

• Provide strategic direction, development, and management of post-sales operations to drive quality and consistency

• Lead your team to deliver outstanding experiences that drive strong customer adoption, value realization, retention, expansion, and referrals

• Coach team on genuine and positive customer engagement strategies, including monthly check-ins, consistent and substantive Executive Business Reviews, and developing demonstrable knowledge of customer's business, goals, and priorities

• Hire, coach and develop a group of high-performing managers and their teams

• Increase product utilization and customer lifetime value through success plans, customer satisfaction, and overall health scores

• Leverage reporting to develop data-driven insights on customer behavior

• Own strategy for the CSM team, proactively identifying areas for innovation and improvement to help drive sustained year-over-year growth

• Act as a sponsor in customer escalations by working with the customer and teams across the organization to address the issue in a mutually beneficial way.

• Drive standardized, proactive, and reactive outreach strategies for various points in the customer journey

• Partner with peers to scale processes

• Increase opportunities for expansion and up-sells by creating a bridge between Sales, Professional Services, and Customer Success teams

• Develop and share metrics to measure the effectiveness of Customer Success in meeting company and team goals.

• Be an internal customer champion

• Grow strong internal relationships across Sales, Support, Product, Professional Services and other departments to drive customer success

• Create consistent and productive hand-off strategies with the Renewals team

• Establish a consistent and productive feedback loop with the Product team

What Skills & Experience You Should Bring

• Minimum 5+ years experience leading Customer Success teams in a recurring-revenue SaaS environment

• Leadership, strong work ethic, ability to work independently, self-motivated and team-oriented

• Proven experience leading teams, driving software adoption, expansion, and leveraging customer success best practices

• Looking for a natural problem solver, who is results-oriented and committed to the development of their team

• Exceptional strategic, conceptual analytical thinking, and decision making skills

• Demonstrable experience of setting stretch goals and coaching a team to attain and retain top performance

• An effective delegator, able to effectively prioritize your own activities as well as teams

• Strong understanding of high value touch points with customers, including Executive Business Reviews, that drive deeper customer engagement

• Excellent communication, presentation (written and oral), and organization skills a must

• Proven leadership ability to coach, influence, develop, motivate and empower employees to achieve their best while maintaining high employee morale

• Positive, never fail attitude

• Proficiency in Salesforce and G-Suite

Compensation target range:

$145k - $190K

Bonus eligible

Apply now!

Join our dynamic team as the Director of Customer Success, where you will spearhead a transformative journey to elevate customer satisfaction, drive innovation, and shape the future of our customer-centric culture. This role isn't just about managing success; it's about crafting a legacy of unparalleled customer experiences and leading a team towards unprecedented heights of achievement. If you're ready to make a lasting impact, cultivate a world-class team, and be at the forefront of our customer-centric revolution, this is the opportunity you've been waiting for.

About Your Location

Under a flexible work arrangement, this resource primarily supports the Construction Enterprise Solutions (CES) Sector and ideally works in a hybrid environment, based primarily in either our Westminster office (near Denver) or our Portland office.

In a hybrid role, you will work with your manager to establish a mutually agreeable schedule for your time worked in the office based on the position and the business need. Typically hybrid positions are 1-3 days per week, or 20%-60% of the month in the office.

About our Construction Enterprise Solutions sector

We are focused on bringing a unified business strategy around the following categories: Building Preconstruction, Project and Operations Management, Finance and Human Capital, and Digital Supply Chain. Our products and services in these categories comprise the majority of the offerings currently available on Trimble Construction One (TC1).

Our goal is to deliver a unified TC1 offering to our customers, including connected workflows that enhance the profitability of our customers and drive our business growth. TC1 represents our customers' opportunity to embark on a digital transformation journey of their own. The advent of TC1 allows our customers to engage with more of Trimble's capabilities in a streamlined and integrated way.

Trimble's Inclusiveness Commitment

We believe in celebrating our differences. That is why our diversity is our strength. To us, that means actively participating in opportunities to be inclusive. Diversity, Equity, and Inclusion have guided our current success while also moving our desire to improve. We actively seek to add members to our community who represent our customers and the places we live and work.

We have programs in place to make sure our people are seen, heard, and welcomed and most importantly that they know they belong, no matter who they are or where they are coming from.

Trimble's Privacy Policy

• Pay Equity

• Trimble provides the following compensation range and general description of other compensation and benefits that it in good faith believes it might pay and/or offer for this position. This compensation range is based on a full time schedule. Trimble reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant's sex or other status protected by local, state, or federal law.

• Bonus Eligible?

Yes

• Trimble offers comprehensive core benefits that include Medical, Dental, Vision, Life, Disability, Time off plans and retirement plans. Most of our businesses also offer tax savings plans for health, dependent care and commuter expenses as well as Paid Parental Leave and Employee Stock Purchase Plan.

• Trimble is proud to be an equal opportunity employer. We welcome and embrace our

candidates' diversity and take affirmative action to employ and advance individuals

without regard to race, color, sex, gender identity or expression, sexual orientation,

religion, age, physical or mental disability, veteran status, pregnancy (including

childbirth or related medical conditions), national origin, marital status, genetic

information, and all other legally protected characteristics. We forbid discrimination and

harassment in the workplace based on any protected status or characteristic. A criminal

history is not an automatic bar to employment with the Company, and we consider

qualified applicants consistent with applicable federal, state, and local law.

The Company is also committed to providing reasonable accommodations for

individuals with disabilities, and individuals with sincerely held religious beliefs in our job

application procedures. If you need assistance or an accommodation for your job, contact

AskPX@px.trimble.com