Director of Customer Success

As the Director of Customer Success, you will work directly with the CEO. Ultimate success is measured by rapid and increasing customer engagement with our new and existing customers. Customer Success is absolutely vital to our long-term success as an organization. As such, we need an experienced director to own the overall effectiveness of the onboarding, integration, internal coordination, and ongoing product development with our customers. This role is external facing, and requires the internal management of processes.

 

Join the Revolution. 

 

Your Personality

 

We are seeking an influential customer success leader. Driven to build a customer-focused team, you must have an obsession with analytics, since you cannot manage what you cannot measure. You and your team will actively engage the customer to relentlessly improve the customer experience. You’re also an advocate for your team to the executives of the organization. Your initiatives must be credible, critical, and profitable. You must also sell company initiatives to your team. You and your team must have a fanatical drive for success! Most importantly, you must have a sincere desire to serve others by always demonstrating a ‘customer first’ mentality. You are the top of the escalation food chain; the buck stops with you!

 

Your Role

 

  • Partner with Sales, Development, Marketing, and the Executive Team to create and refine repeatable processes and scalable teams for onboarding and ultimately customer adoption.

  • Hire, manage, and optimize growing team of effective Customer Success Representatives.

  • Manage, define and optimize customer journey roadmap. Develop listening points in the journey (e.g., usage, satisfaction, etc.). Standardize interventions for each point in the journey. Define segmentation of customer base and varying strategies. Identify opportunities for continuous improvement.

  • Manage Customer Success Activities via onboarding, training, customer support, and relationship management. Point of escalation for team member’s customer and internal team issues.

  • Measure effectiveness of Customer Success through operational metrics and KPIs. Establish a system for tracking metrics. Create cadence for review within the team. Reporting of performance metrics to the executive team, company, and board. Set benchmarks and seek continuous improvements.

  • Inspire Customer Success culture within team and company. Align with Sales around fast time to revenue, cross-sell and up-sell, all with a focus on retention. Align with Marketing to foster effectiveness with new and existing customers. Align with Development around the product roadmap. Maximize revenue attainment for existing customers.

  • Handle customer challenges in a tempered approach both externally and internally.

  • Expand into new business within existing customer base.

  • Provide insight to the customer through commercial conversation, teaching customers something new/valuable about how to compete in their market with our products.

  • Responsible for logging all activity into the Customer Relationship Management sales tool.

  • Evaluate customer base and future business opportunities to ensure and validate efficient strategy, growth, and profitability.

  • Responsible for 50 touch calls daily.

  • Aid in the handoff from Sales to Customer Success.

  • Provide exceptional service and delivery at all times.

  • Ability to utilize and navigate required software (i.e. GoToMeeting).

  • Must be able to work with autonomy.

 

Your Qualifications

  • BA/BS degree or equivalent business experience. 

  • Experience in leading customer-facing organizations (e.g. Customer Success and/or services function and implementing SaaS solutions). 

  • Working knowledge of CRM, SaaS Software, or enterprise-wide specific solutions within Oil & Gas is preferred.

  • Software or early-stage technology sales experience preferred.

  • Ability to actively listen, hear and understand what is said and not said.

  • Ability to persuade and influence, using appropriate interpersonal styles and communication methods to gain acceptance of thoughts, plans, activities, services, and products.

  • Track record of proactively resolving escalated client service issues while sharing insights appropriately with the organization.

  • Strong empathy for customers and passion for revenue and growth.

  • Analytical and process-oriented mindset.

  • Demonstrated desire for continuous learning and improvement.

  • Experience of establishing effective customer support practices at SaaS companies.

  • Process oriented and proven ability to create repeatability / create the playbook. 

  • Expertise with CRM system choices, implementation, and team usage. 

  • Enthusiastic and creative leader with the ability to inspire others while delivering the highest possible performance. 

  • Excellent communication and presentation skills. 

  • Influence future lifetime value through higher product adoption, customer satisfaction, engagement, and overall NPS scores.

 

Rig CallOut Offers

  • Competitive salary + bonus.

  • Flexible PTO policy.

  • Medical/eye/dental coverage! 

  • A fast-paced, exciting, collaborative, and rewarding environment.

  • Early-stage startup in a massive emerging market.

  • Ongoing investment in Training & Development.

  • Strong Collaborative team environment.

  • We're obsessed with finding a better way.

  • We believe in order to go far, we must go together as a team!

 

Pre-Employment drug screens & proof of employment eligibility are required for any position offered.

  • Equal Opportunity Employer M/F/D/V

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PO Box 350   |   Saint Louis   |   MO   |   63073

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