Company Description

Our client is a high growth startup in Philadelphia that built a content creator management platform to help brands streamline communication with their content creators, reduce admin costs, and effectively track campaign performance.
This is an exciting opportunity to join a team of passionate individuals who won awards such as Best Management Team in the Region and earned funding from ex-Facebook, Yahoo, and Ticketmaster executives.

Job Description

The Customer Success Director will play a crucial role in ensuring the success and satisfaction of our customers. This role involves leading a team of Customer Success Managers, developing and implementing strategies to enhance customer engagement, and working closely with other departments to deliver an outstanding customer experience. The ideal candidate will have a strong background in customer success within the software industry and a passion for helping customers achieve their goals.

Key Responsibilities:

• Lead, mentor, and support a team of Customer Success Managers, fostering a culture of excellence and continuous improvement.
• Develop and implement training programs to enhance the skills and knowledge of the Customer Success team.
• Set performance goals and conduct regular performance reviews to ensure team members are meeting their objectives.
• Develop and execute strategies to drive customer adoption, satisfaction, and retention.
• Monitor customer health metrics and proactively address any issues to prevent churn.
• Oversee the customer onboarding process to ensure a smooth and successful implementation of our software.
• Provide guidance and support to customers, helping them to fully utilize our products and achieve their business objectives.
• Act as a point of escalation for any customer issues, working to resolve them quickly and effectively.
• Collaborate with Sales, Product, Marketing, and other departments to ensure a seamless customer journey from onboarding to renewal.
• Communicate customer feedback and insights to the Product team to inform product development and enhancements.
• Build and maintain strong relationships with key customers, acting as a trusted advisor and advocate for their needs.
• Develop customer case studies, testimonials, and success stories to highlight the value of our software.

Qualifications

• 5-9 years of experience in Customer Success, Account Management, or a related field within the SaaS industry.
• Proven experience leading and developing high-performing teams.
• Strong problem-solving and strategic thinking skills.
• Excellent communication and interpersonal skills.
• Ability to build and maintain strong relationships with customers and internal stakeholders.
• Proficiency with customer success tools and platforms (e.g., Salesforce, Gainsight, Zendesk).
• Excited to work in a startup environment; you have a track record of being adaptable to changing priorities in a fluid, high-growth environment.
• Bachelor’s degree in Business, Marketing, or a related field.

Additional Information

SaaS Talent is more than just a recruiting company. We're your hiring, business development, and growth partner with 25 years of experience in SaaS and Tech that helps SaaS and Tech startups scale and transform their business. We've worked with 100 companies and helped them achieve their talent acquisition, recruiting and business development goals.