Director of Customer Success (Fully Remote)
Description:
? Own Customer Success in a way that is purposeful and generates revenue! Develop, implement, and refine an ongoing customer experience strategy aligned with company objectives
? Track and analyze KPIs to measure success and identify areas for improvement
? Lead efforts for continuous improvement through process enhancements and innovative thinking
? Grow, lead, and develop a high-performance Account Management team
? Collaborate with marketing and sales to identify campaigns, maximizing partner engagement for company growth
? Keep our WhatConverts support team best in class! Ensure a standard of accurate and effective customer resolutions within the support team
? Monitor KPIs for ongoing improvement, maintaining a company-wide goal of a 15-minute resolution time
? Foster a proactive onboarding approach, anticipating customer needs and ensuring successful solution adoption
? Conduct regular assessments of the onboarding process and implement enhancements for a... streamlined customer journey
Requirements:
? Proven experience managing successful support and success teams in the SaaS landscape
? Expertise in scaling support and success teams from the ground up
? Ability to quickly become a product expert in the SaaS domain
? High technical aptitude and adaptability
? Excellent communication and interpersonal skills
? Ability to thrive in a fast-paced, dynamic environment
? High school diploma or equivalent
Benefits:
? Remote first company - we believe in breaking down barriers of bureaucracy and empowering our remote team members to work agilely to accomplish more in a shorter amount of time.
? Immediate impact - the moment you join our team we hand you the reins to work on projects independently and make a direct impact.
? Health/Wellness - we offer a variety of premium medical insurance plans, as well as dental and vision insurance - making sure you have access to the coverage that works best for you. WhatConverts covers 100% of the premium cost for individual employee coverage under selected base plans, as well as the full cost of employee Life/LTD/STD insurance coverage.
? Employee support - we provide an Employee Assistance Program (EAP) that offers counseling, legal, debt management, and travel assistance services free of cost to our employees.
? Time off - in addition to paid holidays, WhatConverts offers both flexible time off and competitive PTO plans that continue to offer greater rewards to long-term employees.
? Diversity and inclusion - our workplace is positive, supportive, and inclusive and we ask all new hires to bring that same approach
Apply Now
? Own Customer Success in a way that is purposeful and generates revenue! Develop, implement, and refine an ongoing customer experience strategy aligned with company objectives
? Track and analyze KPIs to measure success and identify areas for improvement
? Lead efforts for continuous improvement through process enhancements and innovative thinking
? Grow, lead, and develop a high-performance Account Management team
? Collaborate with marketing and sales to identify campaigns, maximizing partner engagement for company growth
? Keep our WhatConverts support team best in class! Ensure a standard of accurate and effective customer resolutions within the support team
? Monitor KPIs for ongoing improvement, maintaining a company-wide goal of a 15-minute resolution time
? Foster a proactive onboarding approach, anticipating customer needs and ensuring successful solution adoption
? Conduct regular assessments of the onboarding process and implement enhancements for a... streamlined customer journey
Requirements:
? Proven experience managing successful support and success teams in the SaaS landscape
? Expertise in scaling support and success teams from the ground up
? Ability to quickly become a product expert in the SaaS domain
? High technical aptitude and adaptability
? Excellent communication and interpersonal skills
? Ability to thrive in a fast-paced, dynamic environment
? High school diploma or equivalent
Benefits:
? Remote first company - we believe in breaking down barriers of bureaucracy and empowering our remote team members to work agilely to accomplish more in a shorter amount of time.
? Immediate impact - the moment you join our team we hand you the reins to work on projects independently and make a direct impact.
? Health/Wellness - we offer a variety of premium medical insurance plans, as well as dental and vision insurance - making sure you have access to the coverage that works best for you. WhatConverts covers 100% of the premium cost for individual employee coverage under selected base plans, as well as the full cost of employee Life/LTD/STD insurance coverage.
? Employee support - we provide an Employee Assistance Program (EAP) that offers counseling, legal, debt management, and travel assistance services free of cost to our employees.
? Time off - in addition to paid holidays, WhatConverts offers both flexible time off and competitive PTO plans that continue to offer greater rewards to long-term employees.
? Diversity and inclusion - our workplace is positive, supportive, and inclusive and we ask all new hires to bring that same approach
Apply Now