Director of Customer Success

3 weeks ago


Berkeley California, United States Terminal49, Inc Full time


About the job

We're seeking a Director of Customer Success to lead our team in ensuring our customers' success. You'll play a critical role in shaping our long-term success by developing programs and practices to enhance our customer engagement and support. Our Customer Success team coordinates the post-sale experience for Terminal 49 customers, by driving product adoption, aligning resources, developing success plans, proactively mitigating risk, and identifying opportunities for expansion. This Director role is absolutely vital to our long-term success and will be responsible for creating programs and best practices for up-leveling our CSM skillset and scaling our customer engagement.

What you will do

Provide strategic direction, development, and management of post-sales operations 

Train the team on effective customer engagement techniques and ensure they understand our customers' needs, drive strong customer adoption, value realization, retention, expansion, and referrals

Coach team on genuine and positive customer engagement strategies, including monthly check-ins, and developing demonstrable knowledge of customer’s business, goals, and priorities

Ensure smooth onboarding processes for customers to quickly and effectively start using our product

Proactively address customer issues to ensure high satisfaction and mitigate churn risk

Increase opportunities for expansion and up-sells by creating a bridge between Sales, Product, and Customer Success teams

Support in customer escalations by working with the customer and teams across the organization to address the issue in a mutually beneficial way

Manage and develop CS team performance based on key metrics including onboarding efficiency, product adoption, NPS, account retention, and contract expansion

Identify areas for process innovation and improvement to support sustained growth

Work closely with Marketing, Sales, and Product teams to provide a seamless customer experience

Requirements

Who you are

7+ years in B2B software Customer Experience/Success, with 3+ years in management 

Successful track record of designing and implementing customer success strategies that have delivered increased customer satisfaction, loyalty, and retention

You’ve worked with early or growth stage startups

Natural problem solver with a customer-centric mindset and bias toward action

Strong grasp of core customer success metrics and ability to use data to inform decisions

Strong understanding of high-value touch points with customers, including Executive Business Reviews, that drive deeper customer engagement

Demonstrable experience of setting ambitious goals and coaching a team to attain and retain top performance

Excellent communication and interpersonal skills, with a knack for building strong relationships with internal and external stakeholders

Experience meeting multiple objectives in a fast-paced, start-up environment

BA/BS degree required, MBA or other relevant advanced degree preferred

Essential Mindset & Collaboration

Alignment with our core values:

Intrinsic motivation to be at the forefront of Customer Success

Desire to learn the ins and outs of global container logistics

You love interacting with customers and helping them improve their business outcomes

You create alignment and collaborate with everyone on the team—whether they are in CS, Ops, Sales, Engineering, etc. You believe inspiration can come from anywhere

You have a “can do” attitude and are comfortable making decisions to unblock yourself or others

Strong written and verbal English skills to communicate with our international team

Bonus Attributes

Experience in a distributed, remote team environment 

Proficiency in Hubspot CRM

You've independently led a foundational CS initiative for a SaaS product

Previous experience in supply chain, trade, logistics, trucking, and/or transportation

BA / BS in supply chain, business administration, marketing, or other relevant programs strongly preferred

Benefits

401K plan

Equity

Comprehensive Medical, Dental, & Vision Insurance

Paid time off and sick leave 

FSA, Dependent Care FSA and HSA 



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