About MCIM

MCIM – The Data Center Operating System (DCOS) is a platform that simplifies the complexities of managing a data center by bringing all functions and locations under one intuitive dashboard. 

MCIM started with a commission from a Fortune 100 financial institution to create a cloud computing solution for managing their global critical facilities. The team developed the MCIM platform based on the lessons learned from that project.

Today, MCIM is utilized by Fortune 100 and 500 companies in over 94 countries worldwide. This world-class solution is continuously improved through collaboration with users and industry organizations like The Uptime Institute.

The Director of Customer Success will lead and oversee the Customer Success department to ensure our customers achieve their desired outcomes while using our products and services. This role will involve developing strategies to enhance customer satisfaction and improve time to value, as well as build a team of customer success managers. The ideal candidate will have a strong background in customer relationship management, excellent leadership skills, and a deep understanding of SaaS products.  

The Director of Customer Success will inspect and measure the performance of Fulcrum Collaborations customers and communicate results to the executive team and board of directors as needed.  The Director of Customer Success will own strategic customer accounts and will be responsible for the overall management, retention and growth, including acting as a point of escalation for customer issues and opportunities.

The Director of Customer Success is responsible for developing strategic programs, forecasting customer renewals, and driving customer satisfaction by:

1. Setting the overall strategic direction for the Customer Success team
2. Working collaboratively on cross-functional initiatives with sales, marketing, product, and engineering teams
3. Ensuring accountability of Customer Success team member deliverables
4. Prioritizes and manages competing customer needs by balancing client expectations with product roadmap priorities and coordinating timely resolution of issues and escalations.
5. Providing planning and analytical support, consulting and implementation leadership, and coordinating the efforts of the customer focused teams

Job Responsibilities

• Strategic Leadership:
• • Set departmental goals and key performance indicators (KPIs) to measure success.
  • Collaborate with executive leadership to drive customer-centric initiatives across the organization.
  • Develop a business review program that increases the satisfaction of our customers and their ability to use the system effectively
  • Communicating risk and growth opportunities throughout the planning process with customers and creating strategic plans with internal stakeholders to mitigate risk.
  • Ability to articulate the value (ROI) that our customers derive from the platform and understand impacts of team decisions on Fulcrum’s P&L/ Gross Margin 
• Team Dynamics:
• • Train and mentor a high-performing customer success team.
  • Provide ongoing coaching and professional development opportunities for team members.
  • Foster a customer-centric culture within the team and the broader organization.
• Customer Relationship Management:
• • Build and maintain strong relationships with key customers to ensure their success and satisfaction.
  • Align our product’s benefits and capabilities with the customer’s challenges and overall business objectives. 
  • Act as a point of escalation for customer issues and ensure timely resolution.
  • Conduct regular business reviews with key accounts to understand their needs and identify growth opportunities.
  • Travel to customer sites as needed.
• Retention and Growth:
• • Develop and execute strategies to improve customer retention rates and reduce churn.
  • Identify opportunities for upselling and cross-selling additional products and services.
  • Collaborate with sales and marketing teams to drive customer growth and expansion.
• Customer Feedback and Insights:
• • Gather and analyze customer feedback to identify trends and areas for improvement.
  • Build strong relationships with the product team to ensure customer feedback is incorporated into product enhancements/roadmap. 
  • Use data and insights to improve customer success processes and strategies continuously.
• Operational Excellence:
• • Develop and implement best practices and processes for the Customer Success department.
  • Utilize customer success software and tools to track and manage customer interactions and outcomes.
  • Monitor and report on key metrics, providing regular updates to executive leadership.

Qualifications

• Bachelor’s degree in Business or a related field; Master’s degree preferred.
• Experience in a highly technical SaaS startup environment (Salesforce.com proficiency preferred).
• Enterprise B2B experience preferred
• 4+ years of exceptional performance in customer success, account management, or a related field, with at least 2 years in a team leadership role.
• Proven track record of driving customer satisfaction, retention, and growth.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Ability to think strategically and execute effectively.
• Experience with customer success software and tools.
• Strong analytical and problem-solving abilities.
• Ability to specify technical changes/needs to technical teams.
• Willingness to travel (up to 25%)