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A bit about us:

Fast-growing B2B SaaS company serving the tours, experiences, and adventure travel industry. The company provides a cloud-based platform that helps operators manage bookings, reservations, scheduling, customer communications, and operational logistics from a single system. Designed for businesses ranging from local tour providers to large adventure operators, the platform streamlines operations, improves the guest experience, and enables organizations to scale more efficiently.

Why join us?

  • Competitive Base plus Benefits!
  • Profit Incentive Units!
  • Significant Room for Advancement!
  • Founder Level Role!
  • High Impact Opportunity!

Job Details

*Must be comfortable working Hawaii Time Zone*

We are seeking a charismatic and experienced Director of Client Success to join our B2B SaaS company. This high-impact role will involve leading our Client Success efforts, creating and implementing innovative strategies to enhance customer experience, and ensuring the success and growth of our clients. The ideal candidate will be a strategic thinker with a customer-centric mindset and a proven track record of driving customer success and business growth in a fast-paced start up environment within the SaaS space.

Responsibilities:

  • Develop and implement a comprehensive client success strategy that enhances customer satisfaction, optimizes client retention, and drives business growth.
  • Establish and maintain strong relationships with key clients, understanding their needs and challenges, and ensuring that their objectives and expectations are met.
  • Oversee the client onboarding process, ensuring a smooth and positive experience for new clients.
  • Manage the CRM system, ensuring that it is effectively used to track client interactions, feedback, and data.
  • Develop and maintain a deep understanding of our products and services, and leverage this knowledge to provide solutions to client challenges.
  • Create and maintain comprehensive documentation of client success strategies, processes, and best practices.
  • Act as the voice of the customer within the organization, providing insights and feedback to the ownership team.
  • Monitor and analyze key performance indicators (KPIs) to measure the effectiveness of the client success strategy, and make necessary adjustments to optimize results.

Qualifications:

  • A minimum of 5+ years of experience in a client success, account management, or similar role in the B2B SaaS industry.
  • Proven experience in developing and implementing client success strategies that have resulted in increased customer satisfaction, retention, and growth within a start up environment.
  • Start-Up experience is a must.
  • Excellent customer-facing and communication skills, with the ability to establish strong relationships with clients and understand their needs and challenges.
  • Proficient in CRM management, with experience in using CRM systems to track client interactions and data.
  • Strong strategic thinking and problem-solving skills, with the ability to develop innovative solutions to client challenges.
  • Experience in client onboarding and managing the customer journey.
  • Excellent documentation skills, with the ability to create and maintain comprehensive documentation of client success strategies, processes, and best practices.
  • A deep understanding of the SaaS industry, with the ability to stay up-to-date with the latest trends and developments.
  • Bachelor’s degree in Business, Marketing, or a related field is a plus.
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