Director Customer Success - Online Learning

Location: Plano, TX Department: Customer Success

Are you passionate about leading a team that exceeds customer expectations and is making a difference? Do you have experience with SaaS (software as a service) products and managing recurring revenue accounts? Praetorian is seeking an effective and proven manager to run customer success and account management for our rapidly growing online learning division. Our Online Learning Division provides a state of the art learning management system (LMS) and one of the largest libraries of online training to first responders and local government.

Based in our Plano, TX office, the Director of Customer Success will lead a growing team of 7 full time staff and be responsible for all aspects for our account management function with a focus on improving renewal rates and our customers' experience with our products. If you are a versatile self-starter with demonstrated experience in account management, able to effectively manage processes and teams, and are ready to grow professionally, we look forward to speaking with you. This position represents an exciting opportunity to help elevate our learning division and contribute to our mission of helping first responders and local government better protect their communities.

Position Responsibilities

  • Drive positive account management outcomes
    • Increase renewal rates and reduce churn
    • Expand our revenue through cross-sell and up-sell of our learning products and services
    • Influence future lifetime value through higher product usage adoption and customer satisfaction and health scores
    • Drive new business growth through greater advocacy and reference-ability of happy existing clients
  • Define and Optimize Customer Lifecycle
    • Map Online Learning customer journey
    • Develop listening points and identify improvement areas in journey (e.g. usage, satisfaction, etc.)
    • Define segmentation of customer base and varying strategies for continuous improvement
  • Manage and measure Customer Success activities by defining and tracking operational metrics including onboarding, training, renewal process and customer support
  • Lead World-Class Account Management Team and foster collaboration with other divisions
  • Effectively interface with senior leadership, product management and sales to improve customer experience
  • Grow team by recruiting high potential and experienced Account Management Executives as the division scales
  • Create a division-wide culture of customer success and excellence

 

Qualifications and Experience

  • 5+ years' experience in leading customer-facing account management teams
  • Proven account management experience with SaaS or other recurring revenue products or subscription business models
  • Proven track record of improving renewal rates and driving positive customer outcomes using analytics and process improvements
  • Must be proficient with Microsoft Office including Excel
  • Deep understanding of account management processes and systems
  • Ability to manage, grow and inspire a team
  • Strong empathy for customers AND passion for revenue and growth
  • Combination of excellent communication skills and a process-oriented mindset
  • Experience with Salesforce and/or other CRMs as an account management tool
  • Understanding of Learning Management and online training systems a strong plus
  • Experience working with Public Safety and Local Government clients a plus

 

This position is full time with a stock option plan and benefits, including health care, dental and retirement. Please send your resume and a brief letter outlining your background to the email above.

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Awards

The Praetorian Digital received a FOLIO Eddy Award in 2010 for FireRescue1.com

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The Praetorian Digital was named Western Region Finalist for the 2010 U.S. Chamber of Commerce Blue Ribbon Small Business Award

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PoliceOne and FireRescue1 were each recognized in B2B Magazine’s special Top 10 Great Media Sites issue

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Praetorian Digital publications have won a total of 7 Western Publishing Association Maggie Awards over the past 4 years

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Praetorian Digital is a three-time Telly Award winner for industry leading video production

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