We are looking to hire the Director of Customer Success to join our team at Fourth! This individual will be responsible for leading the company’s efforts to maintain and expand relationships with large, multi-location customers. This position will lead a team of US-based Customer Success Managers that are responsible for customer retention initiatives and expansion plans within our customer base.
The Role. . .
- Drive customer success outcomes by increasing renewal rates and reducing churn.
- Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores.
- Manage customer success activities such as onboarding, training, services, and advocacy.
- Lead churn mitigation strategies and ensure successful execution.
- Expand our revenue in accounts through cross-sell referrals and up-sell.
- Drive new business growth through greater advocacy and reference-ability.
- Measure effectiveness of customer success by defining operational metrics for the team and establishing a system for tracking metrics
- Lead world-class customer success team by attracting and recruiting and developing high potential and experienced leaders for each functional role.
- Manage and collaborate on projects to drive scalability through automation.
- Partner with internal departments to ensure alignment.
The Ideal Candidate. . .
- 8+ years’ experience in leading customer-facing organizations
- Ability to manage influence through persuasion, negotiation, and consensus building.
- Customer focus and a passion for revenue retention and growth
- Deep understanding of value drivers in recurring revenue business models
- Excellent communication and presentation skills
- Previous experience managing a team.
- Restaurant and/or hospitality industry experience
- SaaS experience
- Bachelor’s degree
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