Remote Customer Success Director | WFH

We are in search of an accomplished Director of Customer Success who is dedicated to fostering impactful customer relationships and advancing our customer success vision. This pivotal role involves spearheading our post-acquisition customer success initiatives, crafting innovative programs that enhance customer satisfaction and drive sustained business expansion.

Key Responsibilities

• Formulate and implement a comprehensive strategy for post-acquisition customer success, aligning with our organizational objectives.
• Create scalable initiatives that enhance customer retention, promote upselling, and facilitate expansion, ensuring customers fully realize the benefits of our solutions.
• Oversee the optimization of the customer journey, from initial onboarding through to renewals and beyond.
• Develop and execute pioneering customer success programs, including product adoption initiatives, health scoring systems, and advocacy campaigns.
• Collaborate with product and marketing teams to keep customers informed about new features and updates, ensuring robust adoption rates.
• Direct customer retention efforts by managing account oversight, renewal operations, and risk mitigation strategies.
• Lead, mentor, and cultivate a high-performing team of Customer Success Managers, driving professional growth and alignment with corporate objectives.
• Utilize customer insights and analytics to refine success strategies and processes, and proactively engage at-risk customers to bolster satisfaction and loyalty.

Required Skills

• Minimum of 8 years of experience in customer success or account management, including at least 4 years in a leadership capacity managing customer-focused teams.
• Background in SaaS, B2B technology, or analogous sectors; familiarity with accounts payable automation is advantageous.
• Proven track record of enhancing customer retention, growth, and success within subscription-based business frameworks.
• Exceptional leadership skills, with a strong ability to inspire and develop teams to achieve and surpass objectives.
• Proficiency in CRM tools (Salesforce preferred) and data analysis/reporting platforms.
• Willingness to travel up to 40% for customer interactions and industry engagements.

Qualifications

• A bachelor’s degree or equivalent professional experience in a relevant field, such as Business Management, Customer Success, or a related discipline.

Career Growth Opportunities

This role offers significant potential for advancement within our rapidly expanding organization, guided by a philosophy of promoting from within. We are committed to professional growth and high performance among our team members.

Company Culture And Values

Our organization is dedicated to a cloud-first approach, emphasizing automation in accounts payables. We value diversity, open communication, and team collaboration. Our core principles—Growth, Customer Focus, Innovation, Accountability, and Communication—are fundamental to our culture.

Compensation And Benefits

• Competitive salary: \(145K – \)165K, along with bonus and equity options (commensurate with experience).
• Flexible work arrangement: A remote-first environment with adaptable hours to support work-life balance.
• Comprehensive benefits package: Medical, dental, vision, and other subsidized benefits for you and your family.
• Retirement benefits: Employer-sponsored 401(k) with matching contributions.
• Generous time off policies, with an emphasis on utilizing vacation time.
• Engaging team-building activities: Including annual company retreats and regular events to foster connection.

Join us as we innovate and empower businesses in finance automation, providing you with the resources to explore creative solutions, enhance your skill set, and significantly impact both the company and its clientele.

Employment Type: Full-Time