Director of Customer Success

• Lead and develop a high-performing team: Recruit, mentor, and manage a team of experienced Customer Success Managers, fostering their professional growth, encouraging decentralized decision-making, and ensuring they have the tools and support to excel in a complex strategic environment
• Oversee strategic customer relationships: Ensure strategic alignment with customers, acting as an escalation point for critical issues and fostering strong, trust-based partnerships at SVP, VP, and Director levels within customer organizations
• Drive customer success strategy: Develop and implement strategies to maximize customer value realization, satisfaction, and retention across your portfolio. You will look beyond specific challenges to identify and address systemic improvement opportunities
• Collaborate cross-functionally: Partner with Sales, Account Management, Product, Engineering, Support, and Executive teams to advocate for customer needs, share information openly, and drive continuous improvement in our products and services
• Achieve operational excellence: Monitor team performance metrics, manage resources effectively, and ensure adherence to best practices while encouraging innovation and simplification in all processes
• Facilitate account expansion: Collaborate closely with Account Management to identify and pursue account growth and expansion opportunities, aligning with customer goals and delivering additional value

Benefits

• Parental leave
• Stock optoins
• Work from home opportunities
• Comprehensive Health Plans | We cover 100% of insurance premiums and offer generous parental and family leave
• Competitive Compensation | We offer competitive salaries and meaningful equity
• A Variety of Food and Snacks | Our culinary team serves a rotating menu for lunch each day, along with unlimited snacks and drinks
• Wellness Programs | We invest in the holistic well-being of every team member through education reimbursements, onsite massages, and physical therapy
• Flexible Paid Time Off | We want you to take the time you need to relax and recharge
• Fitness and Public Transport Reimbursement | We’ll cover your commute and help you stay active with our onsite gym or fitness provider of choice

• Experience and Leadership: At least 10 years of experience in Customer Success, Account Management, or related roles, with a minimum of 6 years in a leadership or managerial position, preferably within the HR-Tech or consumptive SaaS markets
• Problem solving: Demonstrated ability to simplify and solve complex problems using critical thinking, creative approaches, and structure. You are proficient in using data and analytics to solve problems, identify systemic issues, and drive performance improvements
• Willingness to travel: Ability to travel domestically up to 25% for customer engagements and team meetings
• Communication: Excellent written and verbal communication skills, able to articulate complex concepts clearly, adapt your communication style to different audiences, including executive leaders, and remain approachable
• An A-player mindset with a strong bias for action: you raise the bar, move with urgency, stay resilient through ambiguity, and take ownership to deliver meaningful outcomes
• Passion and Drive: Inspire others with your drive for excellence, maintain a tenacious and optimistic attitude, and care deeply about winning and your teammates
• Integrity and Inclusion: Known for candor, transparency, and treating everyone with respect. You work well with different backgrounds, identities, values, and cultures