Director of Customer Expansion

Cloudbeds provides the platform that powers hospitality, driving streamlined operations, increasing reservations and revenue, and enabling memorable guest experiences for lodging businesses of all sizes and types. Named the No. 1 PMS and No. 1 Hotel Management System by Hotel Tech Report in 2022, Cloudbeds is trusted by properties across the globe for its award-winning front desk, revenue, distribution, guest acquisition and guest engagement solutions seamlessly combined in a single unified system.
Behind the Cloudbeds platform is a growing team of 700+ employees distributed across 40+ countries speaking 30+ languages. From data architects to UX designers, integrations managers to payments experts, former hotel managers to former OTA executives, our team comprises the brightest minds in technology and hospitality working to solve the industry's biggest challenges.
From the beginning, we've believed that our people are our greatest asset, so we founded the company as #RemoteFirst, #RemoteAlways with shared core values that allow our team to thrive. This means we:
- Hire the best people around the world;
- Emphasize the value of results over hours put in;
- Provide flexibility in working hours and locations;
- Foster an inclusive environment that celebrates bold thinking and diverse perspectives;
- Offer open vacation policies, free LinkedIn Learning, and other benefits that promote well-being and professional development.
Together we're on a mission to power every property in the world, and to do that, we need to find the best talent in the world. That's why we're on the search for a superstar **Director of Customer Expansion**.
We're on the hunt for a **Director of Customer Expansion** who's not only strategic and metrics-driven but also knows how to sprinkle some fun into the mix This role is all about leading our Customer Success team to new heights, so we need someone with serious expertise in product-led growth (PLG), sales metrics analysis, and contract management.
As our **Director of Customer Expansion**, you'll be the driving force behind our growth journey. Your mission? To optimize sales processes, maximize customer lifetime value, and sprinkle a little magic into every customer interaction. If you're ready to make waves in the world of customer expansion and have a blast while doing it, then we want to hear from you
**Location**: NORAM + LATAM (Remote)
**What You Will Do**:
- Spearhead an incredible PLG strategy to boost expansion revenue and skyrocket customer lifetime value.
- Collaborate seamlessly with Product and Marketing teams to align customer expansion efforts with product roadmap priorities and go-to-market strategies, leveraging lead scoring and segmentation techniques for optimized sales pipeline management.
- Delve into sales metrics to uncover trends and areas for growth, leveraging insights from win rates, close rates, and deal sizes.
- Create and maintain dynamic sales performance dashboards, using data-driven insights to optimize processes and drive continuous improvement towards expansion revenue targets and KPIs.
- Lead contract renewals with finesse, ensuring they're not only timely and compliant but also custom-tailored to meet every customer's needs, unlocking maximum revenue potential.
- Dive into contract negotiations, partnering closely with our Legal and Finance teams to mitigate risks, maintain meticulous documentation, and uphold regulatory standards through our centralized contract management system.
- Nurture meaningful connections with valued customers, serving as their trusted ally and champion of success within the exciting world of hospitality tech.
- Join forces with cross-functional teams to craft strategic account plans, igniting growth and elevating satisfaction levels, all while conducting regular business reviews to uncover exciting upsell opportunities and swiftly address any concerns.
**You'll Succeed With**:
- Bachelor's degree in Business Administration, Marketing, or related field (MBA preferred).
- 5+ years of experience in customer success, account management, or sales roles within the technology or SaaS industry.
- 5+ years of leadership experience managing a globally distrusted remote SaaS sales team with proven success leading managers
- Proven track record of driving expansion revenue, optimizing sales processes, and exceeding revenue targets.
- Strong understanding of sales metrics, including win rate, close rate, and lead scoring, with the ability to analyze data and derive actionable insights.
- Excellent negotiation and contract management skills, with experience negotiating complex contracts and addendums.
- Demonstrated ability to work cross-functionally with Product and Marketing teams to drive customer expansion initiatives.
- Strong sales acumen and customer-centric mindset, with a passion for driving customer success and maximizing lifetime value.
LI-REMOTE #LI-AM1
Our company culture supports flexible working schedules w

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