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Director of Customer Success

| North Suburbs

About Us and The Opportunity

Spark Hire is a video interviewing platform (Software-as-a-Service) used by more than 5,000 customers in 100+ countries. We’ve been recognized as one of the best startups to work for (nationally) and a best small business to work for in the Chicago area.

  • Are you passionate about helping customers achieve success with a product you believe in?
  • Do you want to grow, mentor, and lead a team of dedicated, eager, and intelligent account managers?
  • Is making a significant impact on a fast-growing SaaS company intriguing to you?

We pride ourselves on being the best company that our customers do business with. This is backed up by receiving top honors on the product and our support on review sites such as G2 Crowd and Capterra.

If you answered “YES!” to the questions above and align with our service-oriented mission, we believe you'll find our Director of Customer Success opening to be an awesome opportunity.

We’re looking for a proven and motivated customer success leader to drive 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 huge potential.

What you’ll do

  • Grow, mentor, lead, and scale a team of account managers
  • 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 upsells/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
  • Partner with Customer Outcomes Team which oversees customer content and onboarding along with other departments such as Marketing and Sales
  • 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.

Upsell/Expansion

Identify opportunities to drive more upsell/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’re looking forward to hearing from you.

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.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PHPLanguages
    • jQueryLibraries
    • ReactLibraries
    • Twitter BootstrapLibraries
    • Backbone.jsFrameworks
    • LaravelFrameworks
    • Maria DBDatabases
    • MySQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • BalsamiqDesign
    • IllustratorDesign
    • PhotoshopDesign
    • BasecampManagement
    • CodebaseManagement
    • WordpressCMS
    • HubSpotCRM
    • IntercomCRM
    • SalesforceCRM
    • IntercomEmail
    • MailgunEmail

Location

1500 Skokie Boulevard, Northbrook, IL 60062
"It really is like working with your best friends": Spark Hire's family feel
Watch

An Insider's view of Spark Hire

What’s the vibe like in the office?

The people I work with are just the best. There is never a dull day.

Jason

Technical Support Manager

What does your typical day look like?

My typical day starts off with responding to inbound emails and going through my tasks for the day. I spend a lot of time on the phone with customers, walking them through the platform and answering any questions that they may have. I enjoy conversing with customers while balancing out banter between coworkers and a fun work environment

Ryan

Account Manager

What makes someone successful on your team?

Accountability is king! To be successful you need to be dependable. Being proactive and facing challenges head-on with a positive attitude is crucial. Someone who is adaptable, available to help each other & our processes improve, & thinks swiftly. Having fun is paramount. Successful team members walk in each day passionate about contributing.

Jeremy

Sales Manager

What is your vision for the company?

Spark Hire should be part of every organization's recruiting process. We're at 4,000 customers now, but believe there's nothing stopping us from 40,000, 400,000, or 4 million customers! We want Spark Hire to be the norm for any company, anywhere in the world.

Josh

CEO

What are some social events your company does?

A company who values culture is important to me, and I found that here at Spark Hire. Some of the social events we have are holiday parties, potlucks, dress up days, and team outings.

Elyse

Administrative Assistant

What are Spark Hire Perks + Benefits

Spark Hire Benefits Overview

Spark Hire constantly strives to improve the benefits and perks it provides to its employees. As the company grows, the leadership team seeks opportunities to give back to the individual team members in as many ways as possible. We take a lot of pride in ensuring the Sparktans are happy and enjoy coming into work. This definitely includes offering quality benefits, but more importantly, Spark Hire is focused and invested in the continuous improvement of the company culture and atmosphere.

Culture
Friends Outside of Work
Eat lunch together
Open Door Policy
Team-Based Strategic Planning
Group Brainstorming Sessions
Open Office Floor Plan
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
Child Care & Parental Leave Benefits
Flexible Work Schedule
Depending on your role within the company, work schedules are flexible with opportunities for remote work.
Vacation & Time Off Benefits
Paid Holidays
Spark Hire offers all employees paid time off to observe major holidays.
Paid Sick Days
Spark Hire offers paid time off for vacations and sick days.
Perks & Discounts
Beer on Tap
Spark Hire stocks fridges in the office kitchens with a wide variety of beer. Enter the kitchen on a Thursday after work and you'll likely find a few Sparktans enjoying a cold one.
Casual Dress
Spark Hire's casual dress code allows employees to be comfortable while they work. Jeans and casual tops are the norm!
Company Outings
Spark Hire has regularly planned company outings including holiday parties, Cubs games, bowling, company BBQs, and more!
Stocked Kitchen
Spark Hire has a stocked kitchen including your favorite Keurig cups, La Croix, beer, and more!
Some Meals Provided
Spark Hire provides free breakfast on Wednesdays and catered lunches once per month.
Happy Hours
Spark Hire hosts monthly happy hours at local bars and restaurants to bring the team together. The happy hours usually follow our monthly all hands meetings.
Parking
Spark Hire employees don't have to worry about parking as our building has a private lot.
Fitness Subsidies
Spark Hire contributes $120 per month per employee to a LifeTime fitness membership which is right next to the office.
Professional Development Benefits
Job Training & Conferences
Spark Hire offers employees extensive training and encourages learning and development. Spark Hire participates in many conferences throughout the year.
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