The Director of Customer Success directs our engagement with strategic and enterprise customers as well as defining a tech-touch approach for our Portfolio customers. The role will grow and mentor a team of customer success managers and leaders, and build a process framework that supports our expanding team and book of business.
We are a passionate and diverse team that aspires to be the best place for the best people and we’re looking for talented individuals to accelerate our exponential growth as we continue to scale. If you are looking for a stimulating and fulfilling role, come join us!

What you’ll do:

    • Mentor and develop a team of customer success managers and their team managers
    • Engage key customers as an executive sponsor for business relationships
    • Identify key improvements in the customer journey and develop programs to optimize for an excellent customer experience
    • Own key metrics such as gross churn, NPS, customer time-to-value, and annual/quarterly business reviews
    • Partner cross-functionally with Sales and Marketing teams to drive customer lifetime value and net revenue retention
    • Define and own Customer Success processes and drive towards operational excellence through constant efforts to update process flow
    • Develop functional playbooks to identify upsell opportunities with current customers and defining customer transitions from customer success to sales

What we value:

    • 7+ years building and guiding customer success teams in a SaaS environment
    • Familiarity and proficiency managing Enterprise accounts for at least 3+ years
    • Proven record of building low-touch, scalable customer success teams to cover SMB customers
    • Ability to direct data-driven teams, with a focus on delivering against objectives with established metric achievement
    • Desire to coach, mentor, and develop the customer success management team across all skill levels and expertise
    • A process-oriented mindset focused on optimization and seamless delivery
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