What are the responsibilities and job description for the Director of Customer Success position at Jobot?
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Job details
Relocation Assistance Available
This Jobot Job is hosted by Christina Finster
Are you a fit? Easy Apply now by clicking the "Easy Apply" button and sending us your resume.
Salary $160,000 - $200,000 per year
A Bit About Us
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.
Why join us?
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
Job Details
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
Experience
BASIC QUALIFICATIONS
> 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.
Interested in hearing more? Easy Apply now by clicking the "Easy Apply" button.
Want to learn more about this role and Jobot?
Click our Jobot logo and follow our LinkedIn page!
Job details
Relocation Assistance Available
This Jobot Job is hosted by Christina Finster
Are you a fit? Easy Apply now by clicking the "Easy Apply" button and sending us your resume.
Salary $160,000 - $200,000 per year
A Bit About Us
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.
Why join us?
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
Job Details
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
Experience
BASIC QUALIFICATIONS
> 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.
Interested in hearing more? Easy Apply now by clicking the "Easy Apply" button.
Want to learn more about this role and Jobot?
Click our Jobot logo and follow our LinkedIn page!
Salary : $160,000 - $200,000
