Director of Customer Success

PorchPass is a rapidly growing FinTech SaaS company revolutionizing the way manufactured home and land loans are applied for and processed.

Our Values

• Building the Industry We Want to Work For: Our industry will be more relevant than ever before in the coming years. We will build the change necessary for our industry to live up to its purpose.
• Measure Twice, Cut Once: We view problems as opportunities first and work together to find a solution. Our products need to be vetted and worth it for our partners. We take pride in our craft and our products reflect this.
• We Play To Win: We will only be successful in disrupting the industry if we are relentless in our efforts to continuously improve.
• No One is Bigger Than the Team: When highly capable people work together well, they inspire each other to be more creative, more productive, and ultimately more successful as a team than they could be individually.
• Do What We Say, When We Say It: Consistent and reliable delivery on our promises will lead to a lasting and dominant brand in our space.
• PorchPartners for Life: Our PorchPartners trust us to provide innovative products that streamline their processes and drive long-term success. We are committed to building lasting relationships by consistently delivering solutions that empower their business and create mutual growth for years to come.

We are seeking a passionate and experienced Director of Customer Success to take on a proactive role where you will be responsible for driving customer satisfaction, retention, and growth by developing and implementing best-in-class customer success strategies. This role reports directly to the CTO and is for someone that will operate on their own for a while until the need for a team arises.

What You'll Do:

Customer Success Strategy:

• Develop and implement customer success strategies aligned with company goals and objectives.
• Define and track key performance indicators (KPIs) related to customer health, satisfaction, and retention.
• Analyze customer data to identify trends, predict potential churn, and proactively address customer needs.
• Develop and implement customer onboarding programs to ensure successful product adoption and maximize customer value.

Customer Relationship Management:

• Build and maintain strong relationships with key customer stakeholders, including C-level executives.
• Proactively identify and address customer challenges and escalate issues as needed.
• Drive customer advocacy and gather customer feedback to inform product roadmap and service improvements.

Team Development & Innovation:

• Continuously improve customer success processes and methodologies.
• Stay abreast of industry best practices and emerging trends in customer success.
• Develop and implement programs to enhance customer success skills and knowledge within the team.
• Revenue Growth:
• Partner with our operational success team to identify and pursue upsell and cross-sell opportunities within the existing customer base.
• Work closely with sales and product teams to ensure a seamless customer experience.

What You Can Do:

• Leadership & Mentorship: Proven ability to build and lead high-performing customer success teams.
• Strategic Thinking: Develop and execute effective customer success strategies aligned with business objectives.
• Data-Driven Decision Making: Analyze customer data to identify trends, predict churn, and make data-driven decisions.
• Customer Advocacy: Build strong customer relationships and advocate for customer needs within the organization.
• Communication & Interpersonal Skills: Excellent communication, presentation, and interpersonal skills.

Requirements:

• Experience: 3 years of experience in a Customer Success leadership role, preferably in a SaaS environment.
• SaaS Expertise: Strong understanding of customer success methodologies and best practices within the SaaS industry.
• Technical Proficiency: Has an understanding of software development practices and able to bridge communication between engineering and customers
• Data Analysis: Strong analytical and problem-solving skills with the ability to analyze data and identify key insights.

Bonus Points:

• Experience in a high-growth startup SaaS company
• Worked with Software Engineers in the past
• Technical Background
• Highly proficient operating on their own