Director of Customer Success
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ReviewTrackers is the rapidly-growing customer feedback platform trusted by tens of thousands of businesses. Using data, insights and technology, we partner with brands to ensure their customer’s feedback is being heard. We are seeking a self motivated individual who wants to learn new things, contribute, and do the best work of their career.
The Customer Success team is a hybrid of account management and support. We work with new technology adopters looking for a way to make their online reputation management more efficient. We pride ourselves on providing friendly, patient, and concise next-level support to optimize the customers road to success. This position reports to the CEO, and is perfect for someone with 4-5 years' experience leading a team in customer service, customer support, community management, or account management, preferably in a SaaS environment.
What you will contribute:- Drive Customer Success initiatives
- Increase renewal rates and reduce account churn
- Expand revenue opportunities through cross-sell and upsellInfluence future lifetime value through higher product adoption, customer satisfaction and overall health scores
- Drive new business growth through greater advocacy and reference-ability
- Define and optimize customer lifecycle
- Manage Customer Success team activities to include: onboarding, training, customer support, customer success management, renewals, cross-sell/upsell and advocacy
- Measure effectiveness of Customer Success
- Enhance effectiveness and efficiency through technology
- Inspire Customer Success across company by creating a company-wide culture of Customer Success, definition of ideal customer and customer feedback loop
- A Contributor. You get joy from making a contribution. You believe communication is the most important part of being a team member.
- Challenge Oriented. It excites you to jump out of your comfort zone. You crave digging into a problem and finding solutions whenever you can.
- Team player. You contribute, you listen, you help when needed and ask for help when you need. You understand the vision of this company moves forward only when we work as a team.
- Unwaveringly Ambitious. You are intrinsically motivated by doing the best work of your life, yet humble and excited to learn. We are giving you the chance to demonstrate your ambition within integral parts of the company.
- Naturally Curious. You detect a problem. You dive deeper, and deeper again. Problem solving is a major part of your individual arsenal and you don’t give up until it’s right.
- A communicator. Whether phone, email, and in-person, you are confident.
- Persistent. You never leave anything unanswered, and always follow up to make sure it has been resolved.
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