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Customer Success Director

| Chicago

Hello, we’re Built In

We are a network of online communities for technology companies and startups. We connect talent to startups, cover local tech news and host events. Headquartered in Chicago, we currently operate in seven markets: Chicago, LA, NYC, Colorado, Austin, Boston and Seattle.

By working at Built In, you’ll have the chance to work directly with the latest and fastest-growing technology companies all around the country. We help other companies solve their biggest pain points — talent and awareness — with our employer branding and recruitment solutions.

We’re looking for a Director of Customer Success

We are looking for somebody with the experience and the drive to build, manage and scale a best-in-class customer success team-from the ground up! This team will oversee production operations, specifically overseeing the successful execution and delivery of branded content and events. Your team will work closely with internal teams and the customer directly to understand the customer’s expectations as well as the execution of the product itself. You’re a natural project manager who is passionate about creating processes and workflows that ensure the best experience for customers.

How you’ll contribute

Built In is growing fast and this is an exciting opportunity to build out this department from the ground up. You will be responsible for the following focus areas:

  • Create and lead a new customer success team, including Account Coordinators and a Production Manager
  • Manage fulfilment of branded content products (including content, video and photography production) and events (except for event logistics)
  • Fulfill contracts at 100%+ to target of contract deliverables by month/quarter
  • Work collaboratively with various departments, including Account Management, Content, Events, Finance and creative freelancers to ensure alignment and timely execution of contract deliverables
  • Work with external consultant as well as other departments to implement project management software and train the team internally
  • Track, measure and report on fulfillment goals and production weekly, monthly, quarterly and annually.
  • Evaluate and automate processes whenever possible to help scale production and simplify experience for our customers and internal resources

What you need

  • 4+ years of experience in a Customer Success leadership position
  • 8+ years of Project Management experience
  • Experience building and developing great Customer Success talent and capabilities
  • Ability to cultivate strong relationships with customers and internal teams
  • Proactive focus on delivering an outstanding customer experience and drive to achieve successful customer and business outcomes
  • Proven track record of managing projects to successful completion on schedule
  • Self-starter who works well under pressure, has great judgment, and knows how to prioritize and handle multiple deliverables to meet tight deadlines

What we value

  • Communication - You should have exceptional written and verbal communication skills, with the ability to establish credibility and trust with our customer and within Built In. Honesty, transparency, and thoughtfulness are a must.
  • Interest in and knowledge of the digital industry - You must be passionate about three things: (1) technology (2) building innovative digital products and services; and (3) helping companies grow. This is what we do.
  • Getting the job done – You may need to work some evenings and weekends, and responding to customers outside of work hours. If you are passionate about the company and what you are creating, this will not appear as a job but yet a combination of life and work.
  • Culture add – We treat each other and all members vital to the community with respect. Humility, selflessness and strong work ethic are requirements.
  • Education - We value intelligence, personality, experience and overall fit over a degree.
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavascriptLanguages
    • PHPLanguages
    • SymfonyFrameworks
    • MemcachedDatabases
    • MySQLDatabases
    • Google AnalyticsAnalytics
    • MixpanelAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • InDesignDesign
    • ZeplinDesign
    • ConfluenceManagement
    • JIRAManagement
    • MailChimpEmail
    • MarketoLead Gen

Location

Chicago's loop is our home + heart. The commute? A cake walk. And the trendiest eateries, bars + shops are always a short walk away. We <3 Chi.

An Insider's view of Built In

What’s the vibe like in the office?

Good vibes are a top priority around here. You'll hear music played from our playlist that the entire company co-builds, you'll see a movie streaming on TV and, if you catch us at lunch, you'll see the entire office sitting at our communal table. We work hard every day but we always make time to spend together.

Adam

Product + Growth

What does your typical day look like?

I am excited to work each day with a cross-functional team of intelligent, curious, driven and hilarious group of people. We’re working hard — and growing quickly — but we have a lot of laughs together, and a lot of respect for one another. It’s motivating and empowering.

Sarah

Content Team

What are some things you learned at the company?

It’s pretty remarkable to experience an entire company operating as one team. At Built In, we tackle problems and achieve goals together, sharing in the responsibility of successes and downfalls alike.

Alyssa

SEO Strategist

How does the company support your career growth?

Success means more here. It not only is being noticed by my team but it positively impacts Built In’s overall results. Our team is made of strong individuals working together to build our revolutionary platform.

Samantha

Sr. Account Executive

What are Built In Perks + Benefits

Culture
Eat lunch together
Intracompany committees
Built In has culture and fun committees that manage events and programs from our charitable initiatives to our intramural sports teams.
Daily stand up
Open door policy
Pair programming
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
We pay a really nice chunk of the cost of premiums for medical, dental, vision and disability.
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
We have a Safe Harbor match, equivalent to 4% of an employee's annual gross pay.
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Come in your sweatshirt, jeans, college jersey. We don't care. We focus on the quality of your work and your collegiality more than on your apparel.
Commuter Benefits
Company Outings
Game Room
Our game room includes Ping Pong, Foosball, Darts.
Stocked Kitchen
Built In has a fully stocked kitchen including unlimited snacks, coffee, cold brew on tap, tea and all of the flavored LaCroix you can handle.
Some Meals Provided
Lunch provided daily (Monday through Thursday)
Happy Hours
Fitness Subsidies
Professional Development Benefits
Lunch and learns
Promote from within
Continuing Education stipend
We offer $500 annually for continuing education.

Additional Perks + Benefits

We operate as a flat organization where everyone is responsible to self-manage and take ownership of their work. We are humble, hardworking, honest and fun. And we regularly debate office pets, take turns DJing and find time to celebrate our wins as a company.

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