Spark Hire is an award-winning video interviewing platform (Software-as-a-Service) used by more than 6,000 customers in 100+ countries. Our industry-leading platform is recognized as the gold standard by esteemed software review site G2 Crowd. We’ve also been recognized as one of the best startups to work for (nationally) and a best small business to work for in the Chicago area.

We're looking for a Director of Customer Success with a track record of leading high performing customer success teams as SaaS companies.

As the Director of Customer Success, you’ll be the leading the development and execution of strategies to drive significant improvements in our key performance metrics.

You'll lead a team of 25+ people to accelerate the company through and beyond its next phase of growth. You’ll be an instrumental part of us achieving our key objectives and will be joining a customer success team with a strong foundation and huge potential.

What you’ll do

• Grow, mentor, and lead a team of managers and empower them to scale their respective functions
• Recruit and train new team members and facilitate continuous training with existing employees
• Implement systems, tools, strategies, and content to drive improvements across key performance indicators for the role
• Foster the professional development of your individual team members so they can continue to grow within the company
• Continuously raise the bar on what’s expected of customer success team members to create a high-performing team
• Drive revenue by improving customer retention, increasing expansions, and enhancing our customer advocacy strategies
• Optimize our customer success operations in a high-volume environment with a significant number of SMB customers along with mid-market and enterprise ones
• Analyze data to develop new strategies along with KPIs and comp plans for individual reps
• Create a fun and competitive culture on the customer success team to motivate/help employees to not only do their best work, but also love their job

How you’ll be measured

As the Director of Customer Success, you’ll be evaluated on your individual and team’s performance in several key areas.
Retention
Improve retention rates across our entire customer base to support our high growth rate expectations on recurring revenue.

Expansion
Identify opportunities to drive more expansion revenue from additional accounts, longer term plans, and more.
Advocacy
Boost NPS/customer satisfaction, build a repeatable process for customer-generated content (reviews, case studies, testimonials, etc.), partner with marketing to run a successful referral program, and more.

What we’re looking for

• Proven track record (3-5+ years) of leading and growing customer success teams in SaaS with an emphasis on team management, coaching, scaling, and the development of new strategic initiatives
• Examples of your ability to consistently exceed customer success goals
• Problem solving skills to create and launch new initiatives (someone who can figure things out)
• Team player who is willing to do what it takes for the success of the company
• Experience with Salesforce.com and other tools/software to support customer success initiatives
• Strong empathy for customers and passion for growth
• Desire for continuous learning and improvement with enthusiasm that inspires others
• Excellent communication and presentation skills
• Deep understanding of improving customer relationships and best ways to help customers of different sizes succeed (SMB, mid-market, enterprise)
• Self-driven leader who sets a strong example for others

What You’ll Love About Spark Hire

• Great Culture – We have in and out of the office activities going on all the time. From celebrating birthdays, happy hours, Cubs games, holiday parties, picnics, friendly competitions, and more!
• Health Benefits – Medical, dental, vision, and life insurance
• Paid Time Off – Employees receive paid time off which start accruing on day one of employment and paid holidays
• Work/Life Balance – We pride ourselves on having a great work/life balance.
• Gym Subsidy - We contribute a significant amount towards a gym membership at the nearby Lifetime Fitness.
• 401(k) - Start saving for your retirement by participating in our 401(k) plan through Human Interest.

Ready to move forward with the next steps? Apply today

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We require all candidates that receive and accept employment offers to complete a background check before being hired.