Customer Success Director

October 26, 2024

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OfferFit

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OfferFit is a company that specializes in AI-driven personalization solutions for enterprises. By using advanced machine learning techniques, OfferFit replaces traditional A/B testing with AI testing, enabling fast, individualized customer engagement strategies. Their platform utilizes reinforcement learning to autonomously test and optimize marketing messages, incentives, product offerings, and more on a 1:1 basis, using comprehensive first-party data. OfferFit serves various industries including retail, ecommerce, telecommunications, financial services, and healthcare, providing significant improvements in customer conversion and engagement metrics.

marketing technology • artificial intelligence • self-learning AI • promotions • promotional offers

51 - 200 employees

🤖 Artificial Intelligence

☁️ SaaS

💰 $14M Series A on 2021-11

📋 Description

•The Customer Success Director is a critical individual contributor role on our growing Customer Success team to ensure OfferFit customers are highly successful with the product. •You will collaborate closely with different teams, internally and externally, to drive renewals, upsells and expansions. •You’ll oversee design and execution of OfferFit use cases, working closely with customers to identify future use cases, and own executive level relationships. •You will also contribute significantly to the OfferFit product development process, and act as the voice of our customers. •Given the analytical nature of OfferFit’s product and use cases, you will conduct analysis of results and build compelling presentations to communicate customers insights, troubleshoot issues, and showcase OfferFit’s value proposition. •Quarterback OfferFit teams to ensure customers’ continued success with deployments and implementations. •Become a trusted advisor to customer executives, serving as a strategic partner who guides them to getting maximum possible business value from their use of OfferFit. •Conduct analysis (including using Excel, SQL) and provide data-driven presentations on OfferFit’s business impact, use case insights, and guide customers through troubleshooting. •Synthesize and communicate stories based on customer insights. •Develop deep understanding of customer business context and pain points to facilitate the strategic mapping of OfferFit value proposition. •Work closely with the OfferFit sales team to drive renewals & upsell opportunities. •Communicate customer needs to OfferFit’s product & marketing teams to ensure a customer-centric product roadmap.

🎯 Requirements

•Entrepreneurial: you take initiative, work around obstacles, and always seek creative ways to get to the next level •People person: you build trust-based relationships with external partners, and combine empathy with a willingness to have direct, challenging conversations •Analytically-driven: You are able to draw insights from raw data and perform analysis that is helpful and clear to customers •Technology enthusiast: you are passionate about new technologies and their potential to impact business-as-usual •Structured and organized: you can structure a plan, align stakeholders, and see it through to execution •Clear communicator: you are able to express yourself clearly and persuasively, both in writing and speech •Prior Customer Success or Strategy Consulting experience preferred. Familiarity with data science or machine learning is a strong plus.

🏖️ Benefits

•Generous PTO (starting at 25 days PTO per year) and Parental Leave policy (12 weeks paid) •100% remote work environment with flexible hours •Quarterly gatherings where we meet in person in a different city to work together, bond as a team and celebrate our progress •Weekly team events (lunch and learns, trivia, virtual escape rooms, town hall and team health “barometer” meetings) •Ability to learn and develop from an experienced leadership team (ex-Amazon, McKinsey, BCG, and IBM, among others) who are focused on building a talented, diverse, and inclusive team •Dedication to building a strong culture (e.g., team resource groups, weekly recognitions, major life event celebrations, mental health/sustainability days off, etc.)