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Director of Customer Success - Tractian

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Job Title
Director of Customer Success
Job Location
Mexico City, D.F.
Job Description
Customer Success at Tractian

The GTM team is the driving factor behind revenue at Tractian. We focus on generating new opportunities, acquiring new customers, and building even stronger relationships with our current accounts. Our Enterprise customers are comprised of Fortune 500 companies, such as Hyundai, Bosch, Kraft-Heinz, John Deere, PepsiCo, and others. Tractian's Net Revenue Retention (NRR) is as big as Silicon Valley startups, such as Snowflake (158%) and Twilio (155%), which highlights the stickiness of our products. We make sure that top performers are recognized and over-beating quota.

What You'll Do

As the Director of Customer Success at TRACTIAN you will be responsible for managing customer projects within the manufacturing maintenance sector. You will play a crucial role in ensuring customer satisfaction and expansion by driving maintenance operational excellence and enhancing their reliability programs.
Responsibilities
  • Lead and develop a high-performing customer success team, driving engagement and growth while fostering collaboration and continuous improvement.
  • Focus for expansion and renewals: A customer that is not expanding is churning, training the team's muscles to expand and renew accounts is key.
  • Create and implement strategies to boost customer satisfaction, increase product adoption, and deliver maximum value.
  • Work closely with Sales, Support, and Deployment to ensure a smooth, cohesive customer journey from onboarding through expansion.
  • Use data to spot trends, address potential challenges, and identify growth opportunities, keeping customer retention high.
  • Ensure the conflict management skills are in place for the whole team to deal with customers challenges and unexpected situations.
  • Develop tools and resources to support product success and help customers get the most out of our solutions.
  • Track and share key performance metrics like customer satisfaction and renewals, using insights to refine strategy and highlight team successes.
  • Handle customer escalations, providing clear communication and swift resolutions to maintain strong relationships.
  • Requirements
  • 2+ Years in Leadership Roles: Proven ability to lead teams or direct reports in roles such as of a Director, Manager or Team Lead.
  • You must have had direct reports that you conducted 1:1, feedback, hiring and firing before (manager of project resources not allowed).
  • 4+ Years of Proven track record of Account Management, to build strong, trusting relationships with customers at all levels.
  • Shop-floor experience, familiarity with factories and industrial processes.
  • Bachelor’s degree in Mechanical Engineering, Electrical Engineering, Industrial Engineering, or a related field.
  • Ability to deliver under tight schedules and willingness to travel up to 30% of the time in North America.
  • Certifications such as Reliability Management and others are bonus points.
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    Tractian Headquarters Location

    Atlanta, GA

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    Tractian Company Size

    Between 100 - 500 employees

    Tractian Founded Year

    2019

    Tractian Total Amount Raised

    $183,700,000

    Tractian Funding Rounds

    View funding details
    • Series C

      $120,000,000 USD

    • Series B

      $45,000,000 USD

    • Series A

      $15,000,000 USD

    • Seed

      $3,200,000 USD

    • Pre Seed

      $500,000 USD