Director of Client Success
September 10
đ˘ In-office - San Francisco
Description
â˘Develop and execute overall customer success strategy to meet business goals, including customer retention, expansion, and satisfaction â˘Lead, mentor, and develop a high-performing Customer Success team â˘Serve as a primary advocate for the customer within the organization, ensuring customer needs and feedback are central to decision-making processes â˘Establish and maintain performance metrics for all associated Customer Success functions â˘Foster a Customer Service culture through active engagement, leadership, and a strong sense of accountability within the department â˘Partner with key stakeholders in R&D, Customer Support, Implementation and business leaders across the organization to provide strategic insight and recommendations â˘Manage the use of Salesforce and other related applications while scoping new tools â˘Hands-on program management of Success initiatives and projects (e.g. Quarterly QBRs and planning processes, cross-functional OKRs, etc.) â˘Build future strategies to improve Success at SpotOn including identifying and procuring new tools â˘Manage and communicate processes and metrics to enable highly transparent, credible, and impactful functions â˘Align with IT and BI teams to implement and improve reports, system rules & workflows, dashboards, automated emails, and more
Requirements
â˘High energy and motivation to achieve results, and willingness to be independently entrepreneurial and a self-starter â˘5+ years of relevant work experience in Hardware SaaS based Customer Success â˘Strong qualitative, quantitative, and analytical skills, demonstrated by an ability to identify and use information and data to set goals and priorities â˘High proficiency in G-Suite (Sheets, Slides, Docs) Salesforce, and industry-standard Project Management software required â˘Ability to maintain composure in challenging, high-energy environments, and you help others to do the same â˘Demonstrated experience operating in both an individual contributor, execution-focused role, as well as a leadership role growing and scaling a function and team â˘A structured and detailed thinker â˘A passion for mentoring and developing others is a must â˘History of excellent judgment and productive communication â˘Experience presenting to senior leadership
Benefits
â˘Medical, Dental and Vision Insurance â˘401k with company match â˘RSUs â˘Paid vacation, 10 company holidays, sick time, and volunteer time off â˘Employee Resource Groups to build community and inclusion at work â˘Monthly cell phone and internet stipend â˘Tuition reimbursement for up to $2,000 per calendar year to assist with your professional development
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