About our Client: Our client is a high growth NYC Saas startup offering a cyber security and saas technology that protects the customer online shopping experience.
About the role: Our client is hiring a Director of Customer Success to manage a team of skilled and experienced Customer Success Managers supporting clients of our client’s innovative eCommerce solution.
About You
- 6+ years experience in customer facing roles as a customer success manager or account manager with Enterprise and mid-market accounts.
- 3+ Customer Success Leadership experience with building, training and managing high performing teams as well as building customer relationships at senior level and handling escalations.
- 2+ years of experience within 2nd line management (preferably remote management).
- Demonstrated ability leading a customer facing teams — strong people management skills, coaching and development experience to focus the team on high achievements.
- Data-driven, and accustomed to making decisions and strategies based upon numbers and trends.
- Exceptional relationship building mindset and consultative approach that builds loyalty.
- Excellent verbal and written communication skills and proven ability to successfully collaborate in a multicultural environment.
- Proactively identify areas to leverage the value proposition with customers.
- Significant experience in digital marketing or advising customers on marketing strategy (especially in e-Commerce) is a HUGE bonus.
What You’ll Do
- Manage and coach a team of customer success team leads and managers by developing and expanding their customer, product, and domain expertise to build the best in class CS team.
- Guide the team throughout the customer lifecycle by deeply understanding the customer needs and map them to the offerings.
- Set and follow the goals of the team to successfully and consistently deliver ROI and value for our customers.
- Report on team/individual results.
- Develop a trusted advisor relationship with key customer stakeholders to fully understand our customers’ business strategies and measurements for success.
- Motivate team members through leadership.
- Work with the team to align priorities, collaborate on customer needs and opportunities.
- Cooperate with the Success Operation team to Identify and optimize for improvement the ongoing activity of the team.
Benefits:
You will be part of a dynamic team and have the privilege to work for a company that is building the infrastructure of the future. They offer a competitive compensation package, which includes: comprehensive health, dental and vision insurance, life insurance, generous PTO, happy hours, parties, and events to insert joy into the workflow, and most importantly, great people, growing market and a real opportunity for success.
Compensation: competitive base salary, bonus + options+ employee benefits