Director of Customer Success

Womply   •  

Lehi, UT

Industry: Technology

  •  

5 - 7 years

Posted 120 days ago

The Director of Customer Success will drive optimum product utilization and value delivery at scale within a low-touch customer base. The director will be accountable to hit quarterly revenue retention goals across multiple revenue streams by driving operational excellence. The director will be involved in strategic and tactical planning and will own execution of those plans. Accountable to provide accurate forecasts for staffing and other key performance metrics (revenue retention, time-to-value, save rate, etc). Must be able to build and maintain relationships internally with key stakeholders.

In order to be successful in this role, you will be responsible for:

  • Drive true value realization for Womply customers

    • Understand drivers of success for small businesses

    • Implement strategies that ensure small business owners achieve desired outcomes

  • Work cross-functionally to improve revenue retention

    • Align with sales on customer onboarding strategies and time-to-value initiatives

    • Partner with the customer experience team to develop the ideal customer journey

    • Provide real-time feedback to product/engineering on feature/functionality gaps

    • Align with Finance on key metrics reporting methodologies

    • Coordinate with Partnerships to provide feedback and successes through partner channel

  • Implement best-in-class renewal & upgrade strategies

    • Coordinate with customer experience to build campaigns that optimize auto-renewal rates

    • Build upgrade strategies to chart path to net negative revenue churn

    • Develop appropriate saves strategies for customers who want to unsubscribe

  • Own key metrics for customer success team

    • Revenue retention & renewal rates

    • Net Promoter Score

    • Cohort lifetime value

    • Time-to-value

    • Upsell/Upgrade rate

    • Save rate

  • Hire, manage, and develop team of Customer Success Managers

    • Create appropriate CSM onboarding playbooks for each Womply product

    • Manage CSM coaching and performance

    • Implement incentives and commissions structure for CSM’s that is aligned with key metrics

The ideal candidate will have:

  • 5+ years of Director-level customer success management experience in a Saas environment

  • Experience building and implementing best-in-class retention strategies for low-touch and/or tech-touch customer base

  • History of growing a team, with demonstrated ability to drive operational excellence

  • A strong bias for action and an owner’s mindset

  • Prior sales experience is a plus

More about Womply: Come build something amazing at Womply

We’re a fanatically values-based company with $50 million raised to accelerate our growth. We work hard and push each other to be the best, but we also have fun and don’t take ourselves too seriously. If you want to win and make a big impact, let’s talk. We’re hiring in San Francisco, Portland, and Lehi, Utah for engineering, DevOps, design, data science, sales, marketing, business development, account management, and more.