Customer Success Director
3 weeks ago
As a key member of our team at Otter, you will play a pivotal role in leading our Customer Success team while building and maintaining strong relationships with our small/medium-sized third-party partners and restaurant customers. Your primary objective will be to drive team performance, ensure partner satisfaction, and facilitate growth through strategic support and guidance.
Key Responsibilities:- Team Leadership: Lead, mentor, and develop a high-performing Customer Success team, fostering a culture of collaboration, accountability, and continuous improvement.
- Proactive Support: Empower your team to regularly engage with customers to assess satisfaction, address concerns, and provide strategic recommendations to maximize the use of Otter's solutions.
- Strategic Guidance: Collaborate with your team to identify upsell and cross-sell opportunities, driving revenue growth and optimizing partner operations.
- Customer Business Reviews: Lead the planning and execution of regular business reviews with partners, guiding your team in discussing progress, sharing insights, and identifying further growth opportunities.
- Customer and Partner Enablement: Develop and implement enablement programs that empower your team to coach partners and customers toward achieving their business goals.
- Performance Monitoring: Track and analyze team performance metrics, providing insights and recommendations to optimize effectiveness and drive revenue growth.
- Continuous Improvement: Foster a culture of continuous improvement within your team, seeking opportunities to enhance partner programs and processes while incorporating feedback and industry best practices.
- Reporting & Analysis: Create and present regular reports on customer success metrics, team performance, and opportunities for improvement to senior leadership.
Requirements:
- Bachelor's degree in a relevant field such as Business Administration, Marketing, Communications, IT, Hospitality Management, Economics, or Data Analytics.
- Experience in a client- or partner-facing role (e.g., Customer Success, Account Management, Business Development, Channel Partner Management, or Partner Operations), with a current or prior track record of managing your own book of business.
- 1-3 years of experience in team management, demonstrating the ability to lead and motivate a team effectively.
- Strong communication and presentation skills.
- Proven ability to manage multiple tasks and projects simultaneously.
- Strong analytical skills with the ability to interpret customer data and metrics to drive decision-making and strategy.
- Track record of meeting/exceeding net revenue retention and growth targets.
Why Otter:
- Early-stage company: Join one of the fastest-growing SaaS companies revolutionizing the food industry.
- Growing market: You'll be focused on an $80 billion market that's projected to reach at least $500 billion by 2030 in the US alone.
- Changing the restaurant industry: You'll be part of a team that helps restaurants succeed in online food delivery.
- Collaborative environment: You will receive support and guidance from experienced colleagues and managers, helping you to learn, grow and achieve your goals, and you'll work closely with other teams to ensure our customer's success.
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