Director of Customer Success
About the job
We're seeking a hands-on Director of Customer Success poised to play a pivotal role in our Mobile App Building Platform. This opportunity invites you to showcase your expertise in customer success and direct communication skills.
As a key member of our team, you'll collaborate with other customer success leaders, spearheading initiatives to ensure our clients' satisfaction with our cutting-edge mobile solutions. Your role will encompass a dynamic mix of customer success management and strategic account management, where you'll be tasked not only with overseeing project deliverables but also with fostering strong client relationships.
Requirements
- Leadership experience within Customer Success
Excellent command of English, both written and spoken
Strong analytical and problem-solving skills
Familiarity with key customer success metrics and KPIs
Experience working in a startup environment is a plus
Proficiency with Salesforce, Intercom, Recurly, Groove, Gong, and Google Suite
Ability to lead, mentor, and inspire a Customer Success team
Proactive approach to developing strategies for customer engagement and satisfaction
Skilled in utilizing data analytics to make informed decisions and optimize customer success strategies
Effective communication skills with customers, team members, and stakeholders
Willing ness to have a deep understanding of the company's products and services
Experience overseeing customer onboarding processes and implementing training programs for customers
Proven track record of maintaining high customer satisfaction and retention rates
Proven ability to increase expansion revenue through upselling and cross-selling strategies
Benefits
Flexible Personal Time Off
Freedom of remote work
Education and learning budget
Guaranteed annual structured raise
Typical Day
In the role of Director of Customer Success at Madain Corp, typical activities encompass a broad spectrum of responsibilities geared towards ensuring customer satisfaction and driving business growth. A significant portion of the role involves team leadership, where the director is tasked with leading, mentoring, and inspiring the Customer Success team to deliver exceptional service. This includes fostering a positive and collaborative team culture aligned with the company's values, ensuring that each team member is equipped to effectively engage with customers and address their needs.
The Director of Customer Success plays a pivotal role in customer engagement strategies, actively developing and implementing initiatives to maximize customer satisfaction and retention. This involves proactively building relationships with key customers to understand their needs and challenges, as well as serving as the face and voice of the company for current customers. Additionally, the director is responsible for managing key performance indicators (KPIs) such as customer satisfaction scores, net promoter scores, retention rates, and renewal rates, utilizing data-driven insights to inform decision-making and continuously improve processes based on customer feedback.
Success Looks Like This
Success metrics for the role of Director of Customer Success include:
1. Customer Satisfaction (CSAT) Score: Measure of overall customer satisfaction with the company's products and services.
2. Net Promoter Score (NPS): Gauge of customer loyalty and likelihood of recommending the product to others.
3. Customer Retention Rate: Percentage of customers retained over a specific period, indicating the effectiveness of retention strategies.
4. Customer Churn Rate: Rate at which customers stop using the company's products or services, highlighting areas for improvement in customer satisfaction and retention.
5. Renewal Rate: Percentage of customers renewing their contracts or subscriptions, reflecting customer satisfaction and the success of account management efforts.
6. Expansion Revenue: Revenue generated from upselling and cross-selling additional products or services to existing customers, indicating successful account growth strategies.
7. Active Usage Metrics: Measure of how frequently and extensively customers are utilizing the company's products or services, indicating engagement and satisfaction levels.
8. Customer Lifetime Value (CLV): Prediction of the total revenue a customer will generate over their entire relationship with the company, reflecting the long-term value of customer relationships.
9. Time-to-Resolution: Average time taken to resolve customer issues or inquiries, indicating the efficiency and effectiveness of customer support processes.
10. Customer Feedback and Advocacy: Qualitative feedback from customers and their willingness to advocate for the company's products or services, reflecting overall satisfaction and loyalty.
About us
Madain Corp is a software engineering and technical services company that has been in business for ever a decade. They specialize in helping businesses remove technical barriers and succeed by providing them with effective technology solutions. The company is known for using cutting-edge technology stacks that can scale and perform well as a business grows.
Madain Corp is a leader in the industry, with a track record of delivering high-quality products and services to its clients. The company has won numerous awards for its work and has been recognized by prominent publications such as Entrepreneur.com, Forbes, TechCrunch, CNN, and Fox Business. Their team of experienced software engineers and technical professionals is dedicated to helping businesses succeed through the use of technology.