Customer Success Director

Juniper Networks' Customer Success drives value realization to Juniper customers. As Director of Customer Success, you will lead a customer success team responsible for driving long-term customer satisfaction, retention, and growth across our portfolio. The Customer Success leader will be tasked with building long-term customer success strategy, developing a world-class customer success team, and delivering unparalleled value to all Juniper Networks' customers. In addition, this role will be a key contributor to increasing customer satisfaction, retention, driving customer remediation plans, and reducing churn. This role requires a deep understanding of programmatic customer success strategies and implementation. The successful candidate is exuberant and passionate about Customer Success and is excited to drive the transformation on how we are building and deepening the relationships we have with our customers.

Work To Be Performed:

• Customer Success Strategy & Execution
• Define and execute the global customer success strategy
• Develop and track KPIs such as NPS, churn rate, customer health score, and adoption metrics.
• Drive consistent value delivery across all customer segments
• Drive customer lifecycle management program across customer onboarding, implementation, adoption, expansion, and renewal phases.
• Serve as a strategic advisor to internal stakeholders to ensure alignment with their business goals.
• Partner with cross-functional teams to bring the voice of the customer into the organization.
• Drive close collaboration with customer success delivery teams to drive defined outcomes for customers and partners
• Builds the culture, processes, and tools to drive a remarkable customer experience. Creates a culture of innovation and accountability for customer outcomes
• Collaborate with other Juniper Networks leaders to innovate, improve processes, and help define procedures that maximize customer retention and growth
• Own the strategy, roadmap, implementation, and ongoing support of the customer success platform to automate lifecycle management, tracking,g and reporting of customer success plan and programs globally

Background / Skills Requirements:

• 8+ experience Leading a customer success team
• Proven experience in driving customer success strategy - building out a corporate Customer Success organization
  
  
  
  • Passionate about developing Customer Success strategy at scale
  
  
• Proven track record of retention, upsell, and CSAT scores
• Excellent communication, executive presence, and stakeholder management skills.
• Expert in customer success best practices and market trends
• Familiarity with tools like Salesforce, Gainsight, or Totango
• Highly collaborative
• Independent thinker
• Identifies specific business needs/inefficiencies in existing processes and can define meaningful changes for the company to improve
• Flexible and adaptable to rapid change
• Inspirational and exuberant!
• Networking Industry and/or Domain experience is a plus

Minimum Salary: $202,400.00

Maximum Salary:$290,950.00

The pay range for this position is expected to be between $202,400.00 and $290,950.00/year; however, the base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position also includes medical benefits, 401(k) eligibility, vacation, sick time, and parental leave. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, employee will be in an "at-will position" and the Company reserves the right to modify base salary (as well as any other payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

Juniper's pay range data is provided in accordance with local state pay transparency regulations. Juniper may post different minimum wage ranges for permanent residency petitions pursuant to US Department of Labor requirements.