ROLE

This role is for an exceptional leader who will oversee the middle ground between Customer Success and business development. The ideal candidate will be an experienced, knowledgeable leader who understands the ins and outs of customer success and will manage the customer success team in a way that combines the customers’ goals with the business’s goals to form a cohesive, data-led, and customer-informed process.

As the Director of Customer Success, you are responsible for the growth of our coaching programs and any other add-on memberships and/or events we offer. This includes ascending current clients and developing customer relationships that promote retention, referrals, reactivations and upsells / cross-sells. Your job is to work closely with coaching customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction with the help of the Customer Success team.

You will hire, onboard, train and lead any and all Customer Success Managers (CSM) that make up your team. They will report to you directly and will maintain weekly 1:1’s, stats reporting, and troubleshooting.

Accurate tracking and reporting is a major part of this role as you will be expected to report on key metrics weekly to the Senior Director of Operations and take necessary action to improve each metric. You are one of the client's main POC at the company and therefore you are expected to maintain an enthusiastic “can do” attitude at all times when customer facing but also know when to push back and kindly explain why something cannot be done (such as a refund request) and protect the company when deemed necessary.

To be a successful Director of Customer Success, one must excel at sales, leadership, cross-departmental communication, organization, collaborating with others to drive best practices, working directly with clients to achieve success, communicating with clients and teammates, and identifying opportunities for product expansion with clients.

This role combines the big picture overall implementor skills with the ability to understand and participate in the tactical day to day execution so that you can truly understand how to coach and develop others to successfully implement.

RESPONSIBILITIES

Provide management to staff and leadership to the organization that aligns with the company’s business plan and overall strategic vision.
Set challenging and realistic goals and metrics for growth, performance and profitability for the company within the Customer Success Department.
- Provide weekly, accurate and timely reports outlining the operational condition of the coaching customers and Customer Success departmental metrics.
- Analyze data and results to guide product and customer success improvements.
Identify opportunities for onboarding efficiency, account expansion and revenue creation within our customer base.
Work closely with the leadership team to create, implement and roll out plans for operational processes, internal infrastructures, reporting systems and company policies all designed to foster growth, profitably and efficiencies within the company, specifically for the Customer Success department.
Advise our customers on how to improve their overall performance and increase their return on investment.
- This also means understanding and having full comprehension of the customer success and sales strategies our clients are implementing and how those align with what the company offers.
Quickly identify gaps in our product that impact the success of our customers and communicate those to the Senior Director of Operations on your weekly 1-1’s.
Other responsibilities include but are not limited to:
- Serve as an “Expert” Customer Success (Fulfillment) Coach on group coaching calls 2-3x per month

RESULTS

Meet / exceed Engagement KPI weekly (this leads to client retention, referrals and upsells)
Meet / exceed Retention KPI quarterly
Meet / exceed Upsell KPI quarterly
Meet / exceed Referral KPI quarterly
Ensure weekly member touchpoints are completed by CSMs and that they are reporting a minimum of 70% engagement; If not obtaining 70% engagement, troubleshoot.
Provide a weekly, detailed, department report to the Senior Director of Operations.

REQUIREMENTS

5+ years of director-level leadership experience.
Available and fully present during business operating hours; Monday - Thursday 8am-5pm CST; Friday 8am-4:30pm CST. Must be flexible and able to work additional hours/weekends/holidays if the situation warrants it.
Able to self-direct, motivate, and manage your time effectively.
Experience in building and maintaining strong relationships with customers and teams.
Excellent communication skills, both with customers and cross-departmentally.
Ability to communicate changes, recommendations and strategies to senior leadership effectively.
Ability to learn quickly and execute at a high level with both speed and accuracy.
Experience creating, improving upon and delivering against KPIs and SOPs.
Able to handle difficult conversations regarding upset customers and de-escalate those situations.
Comfortable and confident building and nurturing remote teams.

COMMUNICATION CYCLE

DAILY

Communications on high priority Customer Success items via Slack with the Senior Director of Operations.
Long-form questions or requests, as well as low-priority items, are consolidated as best possible and communicated to the Senior Director of Operations during weekly 1:1 with potential for follow-up via Monday.com and/or Slack.

WEEKLY

EOW Report is delivered to the Senior Director of Operations by EOD (4:30pm CST) on Fridays
Attends Weekly 1:1, prepared, with Senior Director of Operations.
Facilitates weekly 1:1 with all team members who directly report to you.
Attends all Weekly, Monthly, Quarterly and Annual meetings as requested.

CHAIN OF COMMUNICATION

Search within all content/materials provided or available to retrieve answer or way of resolving situation
Reach out to peers to gain insight into the situation and see if a resolution can be found
If still unresolved, reach out to the Senior Director of Operations regarding situation (using methods of communication in line with priority)
Follow up with the Senior Director of Operations in a timely manner based on priority of request, and continue to do so until a resolution is found.

SALARY: