Director of Customer Success

Aurora hires talented people with diverse backgrounds who are ready to help build a transportation ecosystem that will make our roads safer, get crucial goods where they need to go, and make mobility more efficient and accessible for all. We are looking for a Director of Customer Success to partner with our VP of Business Development on this exciting journey. As the Director of Customer Success, you will play a pivotal role in ensuring the satisfaction, retention, and growth of our customer base. You will lead a team responsible for both customer support and customer success functions, driving initiatives that enhance customer experience and contribute to revenue growth.

In this role, you will:

• Leadership and Strategy:
• • Develop and execute the customer success strategy aligned with company goals to maximize customer retention and expansion.
  • Lead, mentor, and inspire a high-performing team of customer success managers and support specialists.
  • Foster a customer-centric culture throughout the organization, emphasizing proactive engagement and continuous improvement.
• Customer Engagement:
• • Oversee customer onboarding, training, and implementation processes to ensure successful adoption of our product.
  • Develop and maintain strong relationships with key stakeholders, advocating for customer needs internally while driving customer advocacy and loyalty.
  • Implement scalable processes and tools to monitor customer health and proactively address issues.
• Revenue Growth:
• • Collaborate closely with Sales and Marketing teams to identify opportunities for expansion within the existing customer base.
  • Drive initiatives to increase upsell, cross-sell, and renewal rates through data-driven insights and strategic initiatives.
• Operational Excellence:
• • Establish and monitor KPIs and metrics to measure the customer success team's performance and overall customer satisfaction.
  • Continuously evaluate and improve support processes to enhance efficiency and quality of service delivery.
  • Stay updated on industry trends and best practices in customer success and customer support.

Required Qualifications

• 8 years of experience in similar roles, preferably in Freight or SaaS.
• 5 years of Management experience.
• Willingness to travel up to 25%.
• Experience working with CRM applications, preferably Salesforce.
• Strong preference for this person to work out of our Dallas, TX offices, relocation is negotiable.

The base salary range for this position is $204K-$327K per year. Aurora's pay ranges are determined by role, level, and location. Within the range, the successful candidate's starting base pay will be determined based on factors including job-related skills, experience, qualifications, relevant education or training, and market conditions. These ranges may be modified in the future. The successful candidate will also be eligible for an annual bonus, equity compensation, and benefits.

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