Director of Customer Success
Hireology’s technology empowers businesses to build great teams. Over the last seven years, we’ve grown from a startup to a market-leading organization with over 150 team members, and we’ve created an award-winning culture that makes this company an amazing place to work.
It’s with that in mind that Hireology is looking to add a dedicated Customer Success leader to our team, to help us grow and scale our Retail Automotive Customer Success teams. The Director of Customer Success is a critical role at Hireology, and will be responsible for ensuring our customers are happy, engaged, and informed. From the moment the customer enters into an agreement with Hireology, through supporting that customer’s interactions with Hireology’s platform, the person in this critical role ensures that the customer gets up and running quickly and efficiently, develops great habits and has an outstanding experience at every step of their journey.
As the Director of Customer Success for our Retail Automotive team, you’ll be responsible for:
Customer Success Strategy: You’re the leader and as the leader, you will develop and execute the strategy to ensure our customer success management and implementation teams are providing world class service to our customers.
Drive the Metrics that Matter: The story is in the data. You will enact programs and processes to drive customer engagement, value delivery, and ultimately ensure optimal retention rates. Through your leadership and direction, you will make sure all team members are hitting their input and output metrics consistently.
Build Our Best Team: Hireology is growing exponentially, which means your team has to grow, as well. You’ll be at the helm of recruiting all-star talent to our Customer Success and Implementation teams.
Work Well Cross-Functionally: As a critical leader at Hireology, you’ll stay plugged into marketing, sales, product and operations happenings. You’ll make sure you have effective feedback loops to enable constant improvements in the how our customers experience Hireology.
What kind of person are we looking for in this role? We have a = unique culture here at Hireology, and the person who will be successful in this role will be:
A Strong, Transparent Leader - Lead us to focus on doing what’s best, not what’s easiest. Managing the entire retail automotive customer base is a big ask, and you’ll drive accountability from yourself to your team.
Metrics Driven - There are a myriad of signals you’ll learn to understand and manage, ensuring our customers are happy, engaged and informed. We’re passionate about data and trends and managing to key performance indicators and you will be as passionate about our bottoms-up approach to managing the customer success team.
Communication - You will tell Hireology’s story in all types of arenas and audiences. You will make sure the market and your teams understand and embrace the customer success strategy and your ability to effectively communicate in a any size of group setting is a major factor.
Integrity - Not negotiable in this or any role at Hireology. You have the highest level of integrity and discretion.
We’ve laid out what the job is - are you qualified? Here are the minimum qualifications we’re looking for in a Director, Customer Success:
Seven or more years working in a customer-facing leadership role for a technology company, preferably a SaaS-focused B2B provider.
Has shown ability to build consensus around strategy and tactics
Builder and a do-er. Must be willing to envision the goals and also roll up their sleeves and execute without a large supporting team.
Ability to diagnose common customer needs and issues, and to translate those needs into actionable solutions
Experience optimizing and delivering customer implementation and training programs
Demonstrated aptitude in hiring and managing resources in a direct reporting relationship
Excellent organization and planning skills with the ability to integrate company goals into department functions and strategic planning
Strong financial and analytical acumen
Experience in both a larger, best-practices company and, a smaller, more entrepreneurial company
Personal style which develops a team atmosphere with colleagues and displays a confident but approachable persona