Helpshift is a technology company that believes in making it easy for businesses to care for their customers everywhere. Reporting to the VP of Sales and Success, the Director of Customer Success leads the Customer Success, Account Management, and Support teams. Your mission as a Director of Customer Success will be to ensure the success and retention of every Helpshift customer across all segments, train and grow the team of existing Customer Success Managers, drive product adoption, and strengthen the foundation of the Customer Success organization by creating an improving upon current processes. Mentorship, process improvement, customer education, and account retention and expansion will be the cornerstones of the Director role.
Management and coaching of the Customer Success team - shadowing calls, developing individual skills, balancing books of business, removing roadblocks, prioritizing tasks, etc…
Scaling the team - recruit, onboard, and develop training programs for CSMs and AMs
Segmentation - design and implement best practice processes to cost-effectively support accounts of all sizes and touch points
Tools & Process - create and maintain playbooks, implementation plans, and deliverables for each account segment and lifecycle - including implementation, deployment, KPI benchmarking, customer training and education, QBRs, and customer surveys and feedback
Metrics - define metrics relevant to measuring Customer Success Manager performance and customer health - own customer retention, expansion, and satisfaction KPIs
Internal stakeholder management - Promote a customer-centric mentality across the whole of the organization, work with cross functional teams to ensure that Success initiatives are visible and aligned with company goals, communicate product feedback and customer sentiment to product and development
Qualifications:
5+ years experience in customer success management, at least 3 years of which involve successfully building and managing success in a B2B SaaS company
Ideally combined background of pre and post-sales experience
Experience scaling a post-sales team from 5-15 people in a startup environment
Experience in creating and managing customer health metrics, as well as managing the associated tools and processes required to track those metrics
Experience implementing, onboarding, and training customers in enterprise level SaaS platforms, including working with internal and external stakeholders to design and execute on deployment plans
Excellent project management, time management, and communication skills
Proven negotiation skills at the executive level
Strong understanding of Salesforce, Zendesk, Desk.com, or similar tools for customer relationship management, analytics, and support
Bachelor’s Degree or equivalent
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