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Director of Customer Success

2 months ago

San Diego, United States ClearDesk Full time

Company Overview

ClearDesk was founded based on years and years of our own experience in prior businesses in outsourcing amazing talent from places like Colombia, India, and the Philippines. We now live in a world where high-speed internet and the latest technology allow us to build a team of amazing people all across the world.

At ClearDesk, we handle the sourcing, recruiting, and management of our overseas talent as they work with our clients. Our goal is to provide exceptional service that exceeds expectations, and we take pride in our ability to match each client with the right talent to suit their unique needs.

Our Mission

At ClearDesk, we're passionate about helping people succeed. Our mission is to assist clients in building top-performing teams in the most cost-effective way possible, enabling them to thrive in today's competitive business landscape. Additionally, we're committed to helping our remote talent develop their careers within outstanding teams while supporting their families.

But we don't stop there. We're constantly pushing ourselves to grow and learn by surrounding ourselves with the very best talent. This culture of continuous improvement enables us to provide even better service to our clients and team members alike. At ClearDesk, we believe that when everyone succeeds, we all succeed.

Job Description

ClearDesk is seeking a highly driven individual to lead our Customer Success team. The team is located in our San Diego office as well as globally (India and Philippines). The Customer Success team is integral to drive revenue retention and growth post-sale. In this managerial position, a hands-on approach and an active involvement in operational tasks is crucial.

This role is fully in-office based out of La Jolla, CA.

Core Responsibilities

  • Leadership and Team Management
  • Lead and mentor a high-performing team of customer success specialists, ensuring a collaborative and results-driven environment.
  • Provide strategic guidance, professional development, and performance feedback to team members.
  • Relationship Management
  • Build and nurture strong relationships with a book of key clients; understanding their business goals, challenges, and needs.
  • Collaborate with cross-functional teams to ensure the successful implementation of ongoing support of our solutions.
  • Strategic Leader
  • Develop and execute a comprehensive customer success strategy for clients, focusing on customer satisfaction, retention, and expansion.
  • Identify opportunities for upselling.
  • Establish and refine tools, processes, and workflows for 11-star customer experiences.
  • Data Analysis and Reporting
  • Drive and measure key CS metrics, such as customer sentiment, customer retention rates, upsell/cross-sell opportunities, and develop strategies to improve these metrics.

Requirements

  • Bachelor’s degree
  • 5+ years experience working in a Customer Success, Account Management, or related role
  • 3+ years experience in a leadership role
  • Strong leadership and team management skills with a track record of developing high-performing teams
  • Excellent communication, presentation, and interpersonal skills
  • Analytical mindset with the ability to derive insights from customer data

Compensation and Benefits

  • Competitive Salary + Performance Based Incentives
  • Full-time
  • Health, dental, and vision insurance
  • Bonuses and incentives