Director, Customer Success

Posted 12 August 2022
Salary Competitive
LocationNew York
Job type Permanent
DisciplineTechnology Sales
Contact NameMeghann Morrow
Remote working Remote

Job description

Role: Director of Customer Success
Location: Remote
Job Description:

As the Director of Customer Success, you will lead a rapidly growing Customer Success team. You will partner across Sales, Customer Success and Product in order to execute on the merchant experience from post sales integration to ongoing strategy and technical support. Our mission is to deliver exceptional assistance to our customers with the highest level of quality in both product knowledge and communication skills, and in the process, consistently meet and exceed customer expectations.

We are looking for a Director of Customer Success who is passionate about retention marketing (email, SMS, subscription, etc.) and excited to provide cutting edge lifecycle management solutions to our customers. This role requires excellent operational and leadership skills, and is a critical leadership role that places special emphasis on customer onboarding.

Your primary responsibilities will be:
  • Successfully hire, coach and grow a team of Customer Success Managers who will support our merchants.
  • Work effectively with Customer Success Managers and Account Executives to implement processes and handoffs throughout the onboarding process to set merchants up for success.
  • Lead cross functional initiatives to continuously improve our customer success processes with our CS and product teams.
  • Build and develop the relationship with new and existing customers including: onboarding, integration, account growth, new product adoption, renewals, etc.
  • Maintain an expert level understanding of the product, along with retention and lifecycle marketing knowledge.
  • Participate in leadership team meetings and be a voice in steering our product's long-term strategy; work closely with the executive team to translate customer feedback into specific product requirements.
  • Ensure customer sentiment is strong, serving as an internal advocate for our customers and leading cross-functional efforts to solve for the customer.
  • Proactively identify and execute on areas for new content, program development and training to help drive customer success.
  • Contribute to a positive team environment of collaboration, customer empathy, equality and inclusion. What will make you a great fit:
  • 5+ years of account management experience with a track record for building and nurturing relationships with multiple stakeholders on an account at a time.
  • Experience managing in a high-growth environment.
  • Demonstrated ability to hire, train, and coach top talent.
  • Excellent communication skills via phone, video conference and email.
  • Curious and eager to learn.
  • You are adaptable to change and working in a fast paced environment.
  • Experience working within digital marketing and retention/lifecycle marketing