$80,000 – $130,000 a year
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Customer Success, 3 years (Preferred)
CSM Leaders – Come Build with Us
We are growing like crazy, are well-funded and have an A-team in place who have achieved milestones like market leadership and Exits/ IPOs. We need an experienced customer success professional from a technology industry to help us build a best in class customer success program with all the best practices, policies and procedures to ensure we delight, retain and grow our customers’ businesses. By performing and becoming a trusted leader in the company you will position yourself to ascend in our organization and receive commensurate rewards.
Who’s a Good Fit?
You’re a good fit if you know what it means to be part of a high-growth startup team. Rather than sit idle anonymously at a big corporation, you appreciate the challenges of operating effectively in an unstructured startup environment. Your a leader and consider yourself a builder who can roll up your sleeves to pitch-in to achieve a customer deadline. On the flipside, you’re also poised enough to polish up and speak to a group of customers, partners, or industry peers.
Our Company
We help brands present their customers with consistently engaging customer experiences across SMS / text messaging, rich messaging, web chat, and social channels. With our Conversational Engagement Platform, companies can easily orchestrate commerce and service conversations involving both bots and humans. We think businesses should engage with their customers in the same ways people communicate with their friends.
The role: Customer Success Director
The Customer Success Director will be responsible for developing a robust, customer success program to support our growing user base. Not just product or technical support, this team must help develop customer relationships that promote loyalty and retention. This role will work closely with customers to ensure they are satisfied with the services they receive and to work with the product team improve upon areas of dissatisfaction and will work with internal teams to define and build a robust and scalable program for customer success.
What Success Looks Like in the Role
You will know you are doing an extraordinary job when your customers renew and expand their usage of our solutions. You have excellent organizational skills to juggle multiple priorities and are a strong communicator who empathizes with the audience. You are resourceful when facing challenges and refuse to give up until our customers succeed.
Job Summary
- Define a strategy, KPIs, and success criteria to ensure our implementation is aligned to our customer’s business objectives, maximizing customer investment
- Create a near- and long-term account success plan, maximizing product utilization and adoption while delivering business objectives
- Enabling customers to become more proficient through onboarding sessions, and sharing tools, processes, and best practices
- Help customers plan and understand the best ways to utilize our solutions or products based on their business needs or business plans.
- Educate customers, identifying training needs, and connecting them with available self-service and other tools, resources, and communities
- Be an expert on customer deployments and the go-to person for their business needs
- Educate customers on the value they can generate from our solution
- Present regular Quarterly (QBRs) or Executive Business Reviews (EBRs)
- Provide technical advice on our cloud services
- Provide a deeper understanding of our roadmap, understanding how it can help business move forward
- Review newly released features and identify opportunities to leverage them based on success plan and business objectives
- Perform at a level that builds trust and elevates your status to a leadership level as you hires a team to support the plan and processes you built.
REQUIREMENTS
- 7+ years experience implementing software applications and/or providing strategic advisory services and account management services
- Bachelor’s degree or equivalent experience in business or related field
- Ability to travel up to 25% of the time
- Experience building a scalable, customer success team, process and programs for a SaaS/Cloud based applications
- Good understanding of computer systems, mobile devices and other tech products
- Self-motivated, driven, self-assured, confident and goal-oriented, efficient communicator individual who takes pride in delivering high-quality work
- Proven ability to build and maintain strong relationships with a diverse set of internal and external constituencies including senior level executives, legal, technical, finance, sales and marketing experts
- Ability to multitask, solve problems of difficult scope, exercise latitude in determining objectives of assignments, able to operate effectively in an unstructured startup environment
- Agile oriented in approach to problem solving, believe in a quick improvement approach: fail fast, learn fast, improve fast
We are an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of race, gender, religion, age, sexual orientation, gender identity, disability or veteran status.
Job Type: Full-time
Salary: $80,000.00 to $130,000.00 /year
Experience:
- Customer Success: 3 years (Preferred)
Work Location:
- One location
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