Director of Customer Success

| Chicago | Hybrid
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Title: Director of Customer Success

Location: Chicago, IL 

Reports to: VP of Operations


Overview:

We are looking for a Director of Customer Success to lead our customer-facing teams and establish a methodology that ensures a reliable and positive experience for our clients. This includes serving as the primary point of contact for our clients once they are Live with our solution. This role will directly manage our Engagement Team and will work closely with Sales, Implementation and Project Management.

An ideal candidate has been a significant contributor to the creation of a Customer Success program from the ground up. This role is a good fit for you if you love customers, enjoy problem-solving and thrive in situations where you need to solve unique problems creatively as a means to satisfy the client.


Roles and Responsibilities:

  • Design, Implement and own the CityBase customer journey from contract signature through ongoing support and maintenance
  • Manage a team of Engagement Managers who individually oversee a portfolio of government and utility clients
  • Develop and implement client satisfaction program and metrics
  • Establish relationships with key client stakeholders 
  • Maintain familiarity with client relationships and opportunities for the purpose of guiding the Engagement team and making priority decisions
  • Work closely with Sales to identify and deliver on expansion opportunities within client accounts
  • Work closely with Implementation and Support to make decisions regarding resource allocation and work priority
  • Foster a client-first culture within the organization. Ensure non-client facing teams in the organization understand the priorities and perspectives of our customers
  • Ensure clients and their users are using key product features to maximize success

Experience:

  • 10+ years of account management / customer success experience, specifically in support of a technology solution
  • 3+ years as a direct supervisor on a customer success team
  • Demonstrated experience creating customer success programs from the ground up
  • Strong interpersonal skills with a natural, effective communication style
  • A natural tendency towards “what is possible” when dealing with a problem, able to think on your feet with a get-it-done approach
  • Flexibility to work cross-functionally in a fast-paced environment
  • Experience managing government, healthcare or education clients a plus
  • Travel up to 40% as needed

Benefits

  • Comprehensive health, dental and vision insurance
  • 401(k) (no matching yet, but we’re working on it)
  • Flexible vacation policy
  • Paid parental leave
  • Flexible spending account and dependent flexible spending account
  • Pre-tax commuter program
  • Short and long term disability and life insurance
  • Yearly, per employee conference and continued education budget
  • Fitness membership stipend
  • Free snacks and drinks

About CityBase:

CityBase is a government technology company that transforms the way cities connect and do business with constituents. CityBase works with local governments, agencies, and utilities to integrate payment functionality, business processes, and communications onto a central, cloud-based platform that consumers can access through the web, mobile, kiosk, or point-of-sale.

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Location

363 West Erie Street, Chicago, IL 60654

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