Director of Customer Success

| Chicago | Hybrid
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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

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Technology we use

  • Engineering
    • GolangLanguages
    • JavascriptLanguages
    • RubyLanguages
    • ReactLibraries
    • Ruby on RailsFrameworks

Location

Unbeatable office space in downtown Chicago, with views of the Chicago River and Navy Pier. Our Chicago office is currently in a hybrid working model!

What are Hireology Perks + Benefits

Hireology Benefits Overview

Health, Dental & Vision Insurance now kicks in on your first day!!!

Hireology offers a comprehensive benefits package including medical, dental, and vision insurance plans, matching 401(k) including Roth, unlimited discretionary time off, paid mental health days, paid parental leave, commuter and parking benefits, open and collaborative workspace, free onsite gym, and professional development programs including formal mentorship and job shadowing. We seriously want this to be the BEST place you've ever worked, and our benefits support that effort!

Culture
Volunteer in local community
Hireology offers two paid volunteer days, as well as, company-wide volunteer events.
Partners with nonprofits
Re:work and Upward Global, The Urban Alliance, Brave
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Employee-led culture committees
Hybrid work model
President's club
Employee awards
Flexible work schedule
Remote work program
Our remote work program includes full-time remote for specific positions and the ability to work remotely on occasion, as needed.
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
All employees participate in anti-harassment and discrimination training on an annual basis.
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
we have a 100% employee lead DEI Council that promotes and supports all diversity initiatives, from group discussions on slack, to volunteer and donation matching events - we do it all!
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Blue Cross Blue Shield - Health benefits kick on on your FIRST day.
Life insurance
Pet insurance
Wellness programs
Hireology provides gym membership discounts, as well as, Divvy membership discounts.
Team workouts
Mental health benefits
Hireology employees are encouraged to use one paid mental health day a month and are given access to an employee assistance program that provides mental health resources and access to counseling.
Financial & Retirement
401(K)
401(K) matching
Company equity
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Snacks galore!
Some meals provided
Free lunch on Tuesdays in the office! We order catering on Tuesdays from minority-owned and local restaurants. We always keep healthy options that can make for a quick lunch.
Company-sponsored happy hours
Onsite office parking
We have parking spots available upon request
Recreational clubs
Home-office stipend for remote employees
$50/month directly to your paychecks
Mother's room
Onsite gym
Professional Development Benefits
Job training & conferences
Tuition reimbursement
We offer an educational budget that can be used for applicable tuition reimbursements!
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

True work-life-balance! (unlimited PTO helps)

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