Customer Success Director

3 weeks ago

New York, New York, United States Checkmate Services Full time

We are seeking a visionary Customer Success Manager to lead the establishment and growth of our Customer Success department within the restaurant industry.

This role is pivotal in enhancing customer experience, driving product adoption, and ensuring our clients achieve their desired outcomes.

The ideal candidate will have a strong background in customer success, project management, and team building, with a passion for fostering lasting customer relationships.

Key Responsibilities:

Department Setup:

  • Develop and implement the vision, strategy, and objectives for the Customer Success department.
  • Create scalable processes and best practices for onboarding, engagement, and retention.
  • Collaborate with cross-functional teams (Sales, Product, Marketing) to align customer success initiatives with overall business goals.

Customer Engagement:

  • Serve as the primary point of contact for key accounts, ensuring a seamless onboarding experience and ongoing support.
  • Conduct regular check-ins with customers to understand their needs, gather feedback, and identify opportunities for upselling or cross-selling.

Performance Metrics:

  • Establish KPIs to measure customer satisfaction, retention, and product usage.
  • Analyze customer data and feedback to drive improvements in processes and customer interactions.

Team Development:

  • Recruit, train, and mentor a high-performing Customer Success team.
  • Foster a customer-centric culture and ensure the team is equipped with the tools and knowledge to succeed.

Customer Advocacy:

  • Identify and cultivate customer advocates who can provide testimonials, case studies, and references.
  • Collaborate with marketing to create customer success stories that highlight our value proposition.

Continuous Improvement:

  • Stay informed on industry trends and best practices to enhance customer success strategies.
  • Regularly assess and refine customer success processes to improve efficiency and effectiveness.

Requirements:

  • Bachelor's degree in Business, Marketing, or a related field.
  • Experience working customer success in the restaurant arena.
  • 5+ years of experience in customer success, account management, or related roles, preferably in a SaaS environment.
  • Proven track record of setting up and scaling customer success departments or teams.
  • Strong analytical skills with the ability to interpret data and make data-driven decisions.
  • Excellent communication and interpersonal skills, with the ability to build rapport with clients and internal teams.
  • A proactive mindset with strong problem-solving abilities and a customer-first approach.
  • Experience with customer success software and CRM tools (e.g., Gainsight, Salesforce).

Benefits:

  • Competitive salary and benefits package-medical, dental, vision, 401K, etc.
  • Opportunity to shape the future of our Customer Success department.
  • A collaborative and inclusive work environment.
  • Professional development opportunities and ongoing training.

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