Director of Customer Success

Our client was founded with the intention of delivering on the promise of what Internet-of-Things (IoT) was supposed to be. They're building a global Bluetooth network dedicated to machine-to-machine connectivity.

Our client is an early-stage, venture-backed startup supported by some of the best investors in the world.

In their previous lives, the founding team has been successful in raising $100s of millions in venture funding, developing the Amazon Sidewalk network, launching billions of dollars of space assets, and leading their teams to successful exits, both through acquisition and IPO.

> Competitive Compensation
> Early Stage Start-up - Greenfield Projects
> Cutting Edge Space

As the Director of Account Management, you will be responsible

Key Responsibilities
Department Building:
> Develop and execute the vision, strategy, and roadmap for the Customer Success and Account Management function.
> Define and implement processes, workflows, and best practices to ensure an outstanding customer experience.
> Evaluate, select, and implement tools and technology to support customer success operations, with a preference for leveraging HubSpot.

Customer Success Strategy:
> Own customer onboarding, engagement, and retention strategies to maximize customer satisfaction and lifetime value.
> Establish and track key performance metrics, including NPS, retention rates, upsell/cross-sell opportunities, and time-to-value.
> Develop and manage the process for handling inbound tickets, including vetting, onboarding, and customer intake questionnaires.
> Lead Quarterly Business Reviews (QBRs) with Customers: Discuss performance, address challenges, and identify growth opportunities to align on goals and enhance customer retention.
> Create and manage FAQs, knowledge centers, and self-service tools to support customer onboarding and ongoing success.

Customer Relationships:
> Act as the primary customer advocate, building strong relationships with key accounts and ensuring their success.
> Create scalable communication and engagement strategies to foster customer loyalty and advocacy.

Team Leadership:
> Hire, mentor, and lead a high-performing team of Customer Success and Account Management professionals.
> Establish a team culture of accountability, collaboration, and continuous improvement.

Cross-Functional Collaboration:
> Work closely with Product, Sales, and Engineering to ensure customer feedback is incorporated into product development.
> Partner with Sales to identify expansion opportunities and drive revenue growth through upsell/cross-sell initiatives.

This is an Onsite/Hybrid Position.

AN IDEAL CANDIDATE HAS
> A Sense of Urgency: Lead projects from concept to reality, rapidly and effectively
> First Principles Engineering: Have a strong understanding of the whys behind the whats; have the ability to extrapolate from first principles to complex system design
> High Learning Agility: Love to learn; have a grounded approach to recognizing your weaknesses and take the initiative to brush up on and sharpen your engineering foundations to better collaborate with your teammates with different backgrounds
> System-Level Design and Analysis: Understand how the requirements flow down the process and be able to iterate on evolving requirements quickly
> Excellent Communication Skills: Effectively convey ideas and communicate technical topics with engineering, build team, and operations; run self-directed design reviews and participate in reviews of parallel systems
> Anticipation of Needs: Identify problems, think creatively, and rapidly produce reliable and cost-effective solutions to meet the ever-growing and changing needs of an early-stage company

BASIC QUALIFICATIONS
Experience:
> 7+ years of experience in Customer Success, Account Management, or a related role, with 2+ years in a leadership or management position.
> Proven track record of building and scaling Customer Success or Account Management teams, ideally in a Series A/B2B SaaS start-up environment.

Skills & Knowledge:
> Expertise with Hubspot for managing customer relationships, workflows, etc.
> Curiosity for Next Gen CRM platforms and other account management tools and platforms (e.g. Pylon, Salesforce, etc) for managing customer relationships and workflows.
> Strong understanding of B2B SaaS customer lifecycle management, including onboarding, adoption, and retention.
> Analytical mindset with experience using data to inform decisions and measure success.
> Stood up/experience with Foundational Processes, Workflows, and Teams within Account Management
> Dedicated White Glove Service
> Customer Obsession
> Data and Metric Driven

Leadership & Collaboration:
> Exceptional leadership skills, passionate about mentoring and growing a team.
> Strong cross-functional collaboration skills to align teams and initiatives around customer success goals.

Soft Skills:
> Excellent communication and interpersonal skills.
> Ability to thrive in a fast-paced, dynamic start-up environment.
> Customer-centric mindset with a proactive problem-solving approach.