Job Description
Hi there! We're looking for a Director of Customer Success to help manage our growing team and provide innovative thought leadership into our customer success and support team. Interested in managing a fast-growing team to help all outside sales and field service teams do their job more efficiently and effectively? Then read on...
Even though our job description may seem like we are looking for a candidate with a very specific skill set, the role will be tailored to the person who applies and joins.
Qualifications
You're motivated by helping execute an efficient customer success strategy, developing high-performing teams, and collaborating across an organization to reach shared goals.
You're passionate about growing and optimizing a customer success funnel and expanding the processes that impact it, such as training, KPI tracking, NPS surveys, internal documentation, and fine-tuning customer relationship processes to scale. You're driven to help a high-performing customer success engine that matures month-over-month.
You're resourceful and adept at managing projects. You have experience working across functional teams and effectively collaborating with roles such as sales, engineering, and data, in order to empower customer success team members to execute projects.
You're motivated to always keep learning and experimenting. You'll be managing our existing customers as well as the many more we are acquiring (and there are many!) and also work to scale out other key customer success functions. You'll also be working alongside product managers, sales leaders, engineers, and data analysts. You don't need to be an expert in those things, but you should have a basic grasp of their roles and what they bring to the table.
You can act as the glue to fill in many skill gaps until dedicated talent is available. No task is too big or small.
You're a skilled written communicator. You'll use written summaries and reports to communicate strategy, plans, findings, and results to the customer success and full Map My Customers team.
You're a champion for doing things efficiently AND effectively. At Map My Customers, the work you do will have a disproportionate impact on the business. We believe in systems and processes that let us scale our impact to be larger than ourselves.
You understand that customer success is a necessary part of modern software and that you are part of the larger customer life cycle. As a result you yearn to make a good impression by being honest, helpful and respectful.
Additional Information
Things You Might Do
Map My Customers is a small, fast-growing, global company, so you'll likely get experience on many different projects across the organization. That said, here are some things you'll probably do:
Execute and own monthly net churn rate for the team, including customer growth and retention goals and consistently communicate plans and progress to the team
Collaborate with the executive and customer success teams to further build customer success' long-term vision and execute on effective short-term plans
Help organize an effective customer success team of individuals whose work will have an outsized impact in the future, like they do today
Experiment with and prioritize a mix of customer success ideas and processes to scale retention, cross sell, and upsell
Collaborate, on a weekly cadence, with a mix of sales people, designers, analysts, and engineers to execute customer success goals
Measure and report results of the customer success team's work
Plug the holes: You should be comfortable executing on a variety of customer success and management related tasks yourself to help finish items when the team doesn't have dedicated resources and outsourcing or hiring isn't an option
