I am hiring on behalf of a scaling Payments start-up, who are looking for a Director of Customer Success to join their business who are going through hyper growth.

The Director of Customer Success will look after three Customer Success teams, including three team leaders who manage Enterprise Customer success, Success operations and mid-market customer success. We need someone who thrives on managing and supporting an existing team, as well as hiring and growing out this function in the business. We are looking for a friendly, personable person, who thrives in a start-up fast paced environment.

The company use GSuite to communicate when they aren’t chatting (or often, sending pictures of their pets) on Slack. They’ve got a stocked kitchen and beautiful loft office in NYC. The team loves coming to work and has fun during their regular all hands meetings, happy hours, and trivia nights

Key Responsibilities
  • Lead and manage and scale a team of 12 Customer Success executives and leaders.
  • Recruit and scale the teams
  • Expose subset of metrics to executive team, company and board
  • Define Customer Success Career Development
  • Partner with the Chief Customer Experience Executive and founders to iterate on career development plans and measurement of the CS teams
  • Leverage team reviews and performance metrics to manage CS team
  • Align with the people team to scale education/skill building programs
  • Drive Positive Customer Success Outcomes Across Experience Bands
  • Drive adoption of the company and benchmark impact to customer’s business
  • Partner with Customer experience team
  • Drive expansion in coordination with sales
  • Inspire Customer Success Across Company
  • Create company-wide culture of Customer Success
  • Optimize Customer Lifecycle for all Experience Bands
  • Iterate key milestones of customer journey by experience level
  • Standardize interventions and escalations for each point in journey
  • Define executive engagement programs for customers
  • Refine segmentation of customer base and varying strategies
  • Systematize the management and reporting of customer lifecycle
  • Own Lifecycle of Customer Success Activities
  • Develop frameworks for CSMs to leverage in customer engagements and milestones
  • Increase scale of CS team through automation
  • Standardize reporting on impact of Customer Success activities across lifecycle
  • Measure Effectiveness of Customer Success
  • Define operational metrics for team
  • Establish system for tracking metrics