Client Success Director

4 weeks ago

Remote, Oregon, United States Scale to Win Full time

About Scale to Win:

Scale to Win is a fully remote progressive, political tech company founded in 2020 by organizing leaders from the Biden/Harris, Bernie 2020, Warren 2020, Bernie 2016, and Hillary for America Presidential campaigns. Product offerings include Scale to Win Spoke, a P2P texting platform, the Scale to Win Dialer, a predictive calling tool, and our new, "All in one" shortcode and longcode texting tool, Scale to Win Text. Scale to Win offers turnkey "We Text" services, where our team builds text campaigns, sends messages, collects data, and ensures compliance on behalf of clients.

We work with more than 3000 Democratic and progressive campaigns and organizations driving change. Current and past clients include the Biden-Harris campaign, the Democratic National Committee, the Working Families Party, AFL-CIO, UFCW, MoveOn, and For Our Future.

We're seeking a highly motivated and organized individual with experience building and managing teams, a passion for voter contact tools, a strong bias towards action, and commitment to follow-through. The ideal candidate would be detail-oriented, tech-savvy, knowledgeable of peer-to-peer and dialer platforms, and have experience either in customer service or managing and supporting volunteers.


About the Role:

Essential Duties:

  • Serve as the department director for the client success team, which includes managing four client success managers and onboarding two new managers. Focus on enhancing and streamlining team operations and support processes to improve efficiency and service quality.
  • Become proficient in answering in-depth tech related questions through an expansive knowledge of our tools, and help your team become proficient.
  • Build a support pipeline in tandem with email ticketing software that ensures our clients feel supported at every step of the client's journey.
  • Ensure the support team answers client inquiries within 30 minutes during working hours, while simultaneously ensuring high standards of quality in all of our outbound communications.
  • Improve upon current training materials, plus work to identify any training gaps and design new materials to fill those gaps.
  • Convey any previously undiagnosed bugs to the development team in a timely fashion.
  • Design tracking system that ensures we are periodically checking in with active clients to assess unmet needs and work to meet those needs wherever possible.


About You:

  • Experience managing teams, ideally with expertise in overseeing client-facing staff. Ability to lead, mentor, and develop teams in an ever-evolving environment.
  • Knowledge and experience with texting and dialing tools.
  • Understanding of the problems that organizing tools are designed to solve. The ideal candidate would have 1-3 cycles of experience as an organizer and have worked successfully with organizing tools in the field.
  • Familiarity with Slack, Google Drive, some form of email ticketing software, and CRM software.
  • Strong problem solving and critical thinking skills.
  • High bias towards keeping your commitments, always ensuring follow-through.
  • Flexibility; position may evolve, and your responsibilities may shift over time.
  • Comfort working in fast-paced environments and ability to navigate complex and nuanced situations.
  • Willingness to work some weekends and evenings, especially as we approach peak election times and experience peak volumes with our clients.
  • Strong commitment to progressive values and desire to help the left win.


The Offer:

  • $130,000 yearly salary. As part of our commitment to equity, salaries are non-negotiable: everyone in the same role receives the same salary.
  • On-year, discretionary election bonuses. These are typically paid out monthly and, for this role in 2024, range from $6,000 to $9,300 per month.
  • Remote working with flexible working conditions so that you can balance family or other commitments.
  • Ten company holidays, two floating holidays, and a weeklong holiday break at the end of the year.
  • Generous paid vacation (up to 24 days a year with time accrued monthly); paid sick leave; paid short-term medical, caregiver, bereavement, and other personal leave.
  • 16 weeks of paid parental leave and an additional 4 weeks of part-time, fully-paid flex time. This is available to all new parents of any gender, including adoptive parents.
  • Fully-paid premium, $0 deductible, top-notch medical/dental/vision insurance for you and your dependents.
  • Additional benefits include remote work stipend and access to a company computer.


How to Apply:

To apply for this position, please visit and fill out the application. Be sure to select, "Client Success Director" from the position dropdown.

The position will be open until filled and applications will be reviewed on a rolling basis.

In keeping with our beliefs and goals, no applicant will face discrimination or harassment based on race, color, ancestry, national origin, religion, age, gender, marital domestic partner status, sexual orientation, gender identity, disability status, or veteran status. Above and beyond discrimination/harassment based on "protected categories," Scale to Win also strives to prevent other, subtler forms of inappropriate behavior (e.g., stereotyping) from ever gaining a foothold. Whether blatant or hidden, barriers to success have no place at Scale to Win.

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