Director of Customer Success

7 days ago

New York, United States Obligo Full time
Job DescriptionJob Description

About Us
Obligo builds trust between landlords and renters using financial technology, eliminating the burden of security deposits and powering the rental experience of the future. Property owners and managers use Obligo to make their listings more appealing to renters, defend themselves from fraud, and streamline their operations.

About the Position
We are seeking an experienced and data oriented Director of Customer Success to lead our Customer Success department, tasked with building successful partnerships with property management companies nationwide. Reporting to the company's COO and CoFounder, you will build a vision for our customer journey, make a positive impact on their business, turn them into evangelists, and help Obligo bring a more trusted rental relationship to millions of renters.

As a manager and coach you will set the standards for pipeline reviews, call reviews and account planning. As a data driven leader you will define metrics and SLAs that pinpoint where and when interventions are necessary. As the voice and champion of our customers, you will work cross departmentally with product, R&D, data, sales and marketing, to ensure Obligo delivers a world-class customer experience.

Key Responsibilities

  • Make our customers successful: Help them derive the most value from Obligo's product suite, as evident by their high usage, expansion, and retention metrics.
  • Make your team successful: Coach, mentor, set standards, conduct call reviews, hold pipeline review and lead account planning sessions to maximize the business impact, as well as the well being, of each team member.
  • Lead & scale the team: Step in to manage a team of 6 including 4 CSMs, 1 Account coordinator, and 1 implementation specialist, with an eye towards doubling the team and creating an additional layer of front-line management within the next 12-18 months.
  • Define our customer's journey: From the smallest to our largest customers, define the playbooks for onboarding, training, QBRs, churn prevention and more.

Define and enforce SLAs: Together with the Data and RevOps team, come up with dashboards that pinpoint the customers that require intervention.

  • Provide Data-Driven Insights: With help from the data and rev-ops teams, use and build dashboards to track your department's activities, how they lead to changes in customer behavior, and how it all impacts the company's bottom line.

Capacity and headcount planning: Create a system for account assignment and load balancing to optimize the impact of each CSM and forecast your headcount requirements.

  • Direct Customer Relationships: Build and maintain high-level relationships with our enterprise partners, becoming a trusted advisor who deeply understands their business goals and how it maps to our product suite.
  • Customer Advocacy: Act as the voice of the customer, advocating for customer needs across internal teams to inform product development and improve service delivery.
  • Cross-Department Collaboration: Work closely with sales, product, and marketing teams to create seamless client experiences and contribute to company growth through success stories, case studies, and client referrals.

Skills and Qualifications

  • Experience:
    • 5+ years in a client facing role at a B2B SaaS company
    • 2+ years in a management role of a client-facing GTM team with a headcount of 4 direct reports or more
    • 2+ year experience in a customer success team or equivalent
    • Experience in proptech, fintech, or enterprise software is highly preferred
  • Education: Bachelor's degree in business, marketing, engineering, or related fields is preferred.
  • Leadership Skills: Ability to harness the cooperation of your direct reports, peers, and managers to your vision for the CS department.
  • Technical Aptitude: Ability to understand and configure complex SaaS platforms and work closely with our customer's tech stacks, including accounting and CRM systems.
  • CRM: Must have the ability to harness our Hubspot instance to your advantage in terms of asking for custom fields or enforcing rules and automations. While you will be aided by our data and ops teams, you are expected to have the basic ability and confidence to create or modify views and reports on your own.
  • Data Proficiency: Ability to interpret data, gain insights, identify gaps, and point at the data you would need in order to answer business questions. Must have the ability to explain your data requirements at a technical level to members of the data or RevOps teams. Advantage if you're able to create or modify simple reports and visualizations on Tableau or Sigma.
  • Personal Attributes: Excellent communication, relationship-building, and problem-solving skills. Ability to manage multiple priorities in a fast-paced environment. Ability to work in a transparent environment where problems, mistakes and inefficiencies are discussed daily.
  • Location: This role is based in New York City, with the expectation of working from our Union Square office three days each week.

Benefits and Perks

  • Competitive salary and bonus structure
  • Stock options
  • Multiple Health, Dental, and Vision plans starting on day one
  • Remote office expense reimbursement
  • Generous PTO and holiday schedule
  • Summer Fridays
  • Commuter benefits
  • Life insurance
  • Quarterly team kickoffs and team outings
  • Opportunities to collaborate with talented, passionate teammates in NYC and Tel Aviv offices

Salary Range - $160,000 - $180,000

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