Director, Customer Success

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Vercel

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Next.js • Removing frontend friction • Global deployment • Developer Velocity • Open Source

201 - 500 employees

Founded 2016

☁️ SaaS

🌐 Web 3

💰 $150M Series D on 2021-11

Description

•Reporting to the Vice President of Customer Success, the Director of Customer Success Manager inherits an existing set of well documented processes, policies, and expectations. •Help take the CSM team to new heights by re-evaluating existing processes and retention objectives. •Support and grow your team in delivering exceptional customer experiences and increasing customer retention. •Using a CS CRM to scale the CSM function and engage the entire company in CSM activity. •Coaching your CSM team and acting as an escalation point for dissatisfied customers. •Forecasting key CSM metrics and reporting them to the CS leadership team on a weekly basis.

Requirements

•5+ Experience working in Customer Success at a SaaS company. •5+ Experience devising and implementing SaaS customer activations strategies. •5+ Experience setting and managing KPI's and growth plans for team members. •Experience driving efficiencies and undergoing significant scaling. •Experience specifying, staffing, and managing projects both internally and externally. •Desire to work cross-functionally, engaging closely with Product and Engineering. •Desire to mentor direct reports and help them succeed in their growth. •Taking ownership of important decisions in the absence of leadership. •Experience working in an asynchronous communication environment. •Ability to calmly handle pressurized situations at all times. •Technical knowledge within modern application development and deployment.

Benefits

•Great compensation package and stock options. •Inclusive Healthcare Package. •Learn and Grow - we provide mentorship and send you to events that help you build your network and skills. •Flexible Time Off - Flexible vacation policy with a recommended 4-weeks per year, and paid holidays. •Remote Friendly - Work with teammates from different time zones across the globe. •We will provide you the gear you need to do your role, and a WFH budget for you to outfit your space as needed.