Customer Success Director

4 weeks ago

San Francisco, California, United States Windfall Full time
Customer Success Manager Job Description

As a Customer Success Manager at Windfall, you will be a key player in driving customer success and growth. Your primary responsibility will be to own the end-to-end customer experience, including onboarding, product adoption, and growth. You will work closely with customer teams to identify new opportunities and proactively manage relationships.

Key Responsibilities:
  • Customer Experience Ownership: Own the customer experience, including onboarding, product adoption, and growth.
  • Relationship Management: Proactively manage relationships within customer teams, including multi-threading across departments and levels.
  • Opportunity Identification: Identify new opportunities within the customer base, including potential for increased sales, enhanced analytics, and broader marketing initiatives.
  • Process Development: Develop and implement efficient processes to enhance customer engagement and satisfaction.
  • Retention and Upsell: Actively manage Annual Recurring Revenue (ARR) through active retention and identification of upsell opportunities.
  • Strategic Projects: Contribute to strategic projects and the Customer Success roadmap to drive continuous improvement.
Requirements:
  • Education: Bachelor's degree; MBA is a plus.
  • Experience: At least 4 years of experience in analytical, customer-facing roles (e.g., consulting, customer success, growth strategy, marketing).
  • Skills: Established track record of building relationships and presenting to Directors, VPs, and C-level executives.
  • Soft Skills: Passion for learning, experience with CRMs (preferably Salesforce and HubSpot), and proficiency in advanced PowerPoint and intermediate Excel.
Preferred Requirements:
  • Startup Experience: Prior startup experience, particularly in B2B SaaS or data companies.
  • Technical Skills: Proficiency in advanced PowerPoint and intermediate Excel, familiarity with digital marketing and/or data ecosystems.
Attributes of Successful Candidates:
  • Start-up Mindset: Thrives in the challenges of startups, motivated by the opportunity for rapid learning and growth.
  • Organizational Skills: Exemplary organizational skills and meticulous attention to detail, coupled with a commitment to task completion and thoroughness.
  • Communication Skills: Outstanding verbal and written communication skills, capable of simplifying complex issues and adjusting communication styles for diverse audiences.
  • Analytical Skills: Highly analytical and adept at problem solving.
  • Teamwork: Team-oriented attitude, contributing, sharing expertise, taking accountability, and fostering empathy in relationships.

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