The Director of Customer Success is responsible for leading the team that drives adoption and successful business outcomes for LeagueApps customers.
This role includes leading a team of Customer Success Managers, providing support for customer escalations, guiding strategy around cross-sells and growth, and defining department playbooks for key activities.
You will play an integral role in shaping the customer experience we provide and helping our customers get the most value out of our products and services.
You will also be responsible for helping craft the overarching Customer Success strategy in partnership with the VP of Customer Success.
Ultimately, you’ll have the opportunity to build relationships and own initiatives that will enable a broad range of career pathways at the company.
We are at a stage where every single person has the ability to make a huge impact.
Responsibilities: Drive key metrics around customer activation, retention and growth by demonstrating platform value to our partners and supporting cross-sell initiatives Lead the execution of key strategies and growth initiatives Manage overall customer satisfaction and health Standardize playbooks / activities for your team of CSMs to use at each point of the customer journey Identify industry best practices that can be used to drive opportunities for company and department improvements Review and report out on customer segments and metrics on a monthly cadence Clearly communicate customer feedback to key stakeholders at the company Work closely with the Support, Product and Tech teams to ensure partners receive the proper level of service Requirements: 4 years experience in leading a team in a client-facing customer success or account management role, ideally at a SaaS company 8 years in customer success, consulting or account management Strong empathy for customers AND passion for driving revenue and growth Deep understanding of value drivers in recurring revenue business models Enthusiastic servant-leader who is able to inspire others Excellent communicator who is able to adapt their approach based on the audience and influence stakeholders across the company Adaptable and able to understand a wide-range of customer types, from non-technical users to tech wizards Analytical, self-motivated, detail-oriented Experience with Salesforce and an industry leading Customer Success CRM is required Working at LeagueApps: Equity Grants Health Benefits Medical, Dental, and Vision Health coverage Paid leave for primary and secondary caregivers.
Well pay for your sports leagues Cell Phone and Gym Subsidies Culture and work environment that emphasizes teamwork, passion, learning, fun and snacks.
Check out our Instagram to see for yourself Social impact opportunities through our FundPlay initiative that includes events, volunteering, and grant-makings
Apply Now: https://ift.tt/2WytKHz
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