Director, Scaled Customer Success
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
About the role
Drive customer success initiatives that scale across multiple accounts, ensuring high customer satisfaction and retention rates. Manage a team of customer success managers and provide strategic direction and coaching to ensure they deliver exceptional service. Collaborate closely with product, sales, and marketing teams to align on customer success strategies and goals.
Responsibilities
- Develop and execute customer success strategies that drive account growth and retention
- Lead a team of customer success managers, providing guidance and support to ensure they deliver exceptional service
- Collaborate with product, sales, and marketing teams to align on customer success strategies and goals
- Monitor customer health and engagement metrics, and proactively address issues to prevent churn
- Identify opportunities for upselling and cross-selling to existing customers
- Conduct regular one-on-one meetings with key customers to understand their needs and provide tailored solutions
- Ensure compliance with company policies and industry standards
Requirements
- Bachelor's degree in Business Administration, Marketing, Communications, or related field
- Proven track record of driving customer success initiatives and improving customer satisfaction and retention rates
- Experience managing a team of customer success professionals
- Strong communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders
- Ability to analyze data and make informed decisions based on customer feedback and trends
- Experience working with AI tools to support customer success initiatives
Qualifications
- 5+ years of experience in customer success, sales, or a related field
- Experience with CRM systems and other customer relationship management tools
- Knowledge of industry best practices and trends in customer success
- Ability to work independently and manage multiple priorities simultaneously
- Passion for using technology to enhance customer experiences
Skills
- Strategic thinking and problem-solving skills
- Excellent communication and interpersonal skills
- Ability to work effectively with remote teams
- Experience with AI tools and technologies
Benefits
- Competitive salary commensurate with experience
- Flexible work schedule
- Health insurance benefits
- Professional development opportunities
- Employee recognition programs
Pay
Competitive salary commensurate with experience
Schedule
Fully remote position