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Director, Customer Success

2 months ago

Austin, United States Atmosphere-TV (Do Not Use) Full time

Director of Customer Success
(Austin, TX)

About Atmosphere:
Atmosphere is the world’s #1 streaming service for businesses, offering 65+ channels of engaging, audio-optional TV. From news, sports and nature to viral videos, art and more, Atmosphere delivers fresh programming designed to elevate any business space. Our company was built from the ground up to create unparalleled value for advertisers and next-level entertainment for companies around the globe.

About this role:
Atmosphere aims to lead the evolution of FAST (free ad-support streaming television) for business and you will play an integral role in helping us succeed. As the Director of Customer Success, you will manage both the day-to-day performance of our Customer Success Team, as well as set the long-term strategy and vision for Customer Success. 

Reporting to the Vice President of Customer Success, you will be responsible for managing all aspects of customer success by providing the leadership guidance and career development necessary to ensure these teams are successful in amazing our customers. You will work closely with Sr. leadership and C-Suite to provide the strategy and vision for our customer-facing customer teams. By challenging and transforming the culture and mindset of the team, you will also ensure that our high standards are maintained through consistent productivity and service level performance. You will also drive change by collaborating with Sales and key cross-functional stakeholders across Product, Engineering, Marketing, Finance, Legal, and HR to improve Atmosphere customer experience and retention. 

Responsibilities: 

  • Help define, evangelize and drive long-term retention strategy for our customer teams
  • Deliver and manage world-class customer on-boarding, account management, customer support, and contract negotiation processes that scale at every point in the customer lifecycle.
  • Motivate and inspire customer teams, ensuring they are fully supported and empowered to deliver on their goals
  • Instill and drive culture and metrics focused on customer experience and service responsiveness
  • Manage, evaluate and improve products, processes, communications, and tools supporting customer teams
  • Build strong relationships of trust & collaboration across internal key functions, including Sales, Product, Engineering, Finance, Legal, HR, and Marketing.
  • Your objective is to create a world-class customer experience that minimizes customer churn, maximizes customer retention, and expands existing account revenue
  • Attract and retain top talent

Requirements:

  • 5+ years of experience leading customer success, account management, or sales teams
  • Strong operational acumen, with a focus on building scalable systems that improve productivity and provide increased visibility into progress against key objectives
  • Proven experience increasing customer retention
  • Proven ability to develop strategies, translate them into initiatives, and track successful delivery
  • A demonstrated ability to influence and drive consensus cross-functionally and at senior levels
  • Demonstrated ability to drive superior account management enablement and build scalable customer operations
  • Entrepreneurial, high-growth, B2B marketplace skills preferred
  • Experience working with CRMs, helpdesk software, and marketing automation tools
  • A solid understanding of key performance metrics that predict customer experience and churn and ability to create analyses (with the help of data science) and derive conclusions

Compensation and Benefits:

  • Competitive salary + commission
  • Company equity
  • Competitive insurance
  • Company 401(k)
  • Open vacation policy
  • Lunch stipend
  • Dynamic office environment
  • So much more