Director of Customer Success

August 21

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CaptivateIQ

WebsiteLinkedInAll Job Openings

Software • Sales Commissions • SaaS • Internet • Payroll

201 - 500

💰 $100M Series C on 2022-01

Description

• Serve as a subject matter expert on CaptivateIQ’s platform and become a trusted advisor to Enterprise customers throughout their onboarding, rollout, adoption, and renewal/expansion of CaptivateIQ. • Maintain regular meetings and communication with customers to drive their adoption, understand their sentiment, and potential opportunities for deeper engagement & expansion/additional services • Provide ongoing best practice use cases of CaptivateIQ based on the understanding of customers' business, needs, and desired outcomes. Serve as the voice of the customer to internal teams • Proactively work with assigned customers to develop relationships despite challenges to ensure Customers find success with CaptivateIQ and renew on time • Proactively manage and escalate at-risk customers. Thoroughly understand customer risk reasons, formulate an action plan and ensure internal visibility by providing regular updates and next steps • Lead annual business reviews with key contacts and executive sponsors to consult on strategic initiatives, review their identified goals, track and align on their outcomes

Requirements

• Experience developing and maintaining calculations for large data sets using spreadsheets or database models • Highly analytical and detail-oriented • Aptitude to understand a technical product and to effectively speak to product features with customers • Must be a problem solver end to end with an ability to think strategically and structure complex issues into digestible frameworks, and follow up with strong execution • Ability to be hands-on with the product to help customers with “How-To’s” • Must be able to effectively ask questions, understand customers' goals, strategies, initiatives, and position CaptivateIQ as a best-in-class product experience solution • Experience working with senior-level executives/stakeholders and creative problem solving to build strong relationships • Ability to learn the product, stay up to date on product knowledge, use cases, and best practices to be consultative with customers • Must be a self-starter, someone who can manage their own workload autonomously • Challenge the status quo, develop best practices and thought leadership content based on the experiences, learning from customers • Someone who can help see gaps in our service and take necessary action to propose a change or improve processes • Experience in commissions, finance, or accounting is a big plus • Enterprise CSM or technical experience with previous SaaS software • Prior experience in Customer Success, Professional Services, Support/Sales Engineering, or similar experience focused on increasing customer satisfaction, adoption, and retention

Benefits

• (US-ONLY) 100% of medical, dental, and vision covered including 75% for dependents • Flexible vacation days and quarterly mental health days so you can recharge • Enjoy a one-time expense on your 1-year work anniversary (to use for travel, home furnishings, fancy meal) • One time work from home stipend & annual stipends for professional development and caretaking • Virtual team lunches to keep you connected • (US-ONLY) 401k plan to participate in and save towards the future • Newest Apple products to help you do your best work • Employee Resource Groups (ERGs) to support and celebrate the shared identities and life experiences of communities within CaptivateIQ. ERGs directly support our company-wide DEI goals as a space for developing and retaining diverse talent