Director of Customer Success - Remote Customer Experience Strategist & Leader in SaaS

Join the Team: Director of Customer Success - Remote Customer Experience Strategist & Leader in SaaS

Are you a seasoned customer success leader with a passion for driving revenue growth through exceptional customer experiences? Do you have a proven track record of building and leading high-performing teams in the SaaS industry? If so, we want to hear from you! WhatConverts is seeking a talented Director of Customer Success to lead our customer experience strategy and team, ensuring our customers achieve success and our business thrives.

About WhatConverts

WhatConverts is a fast-growing SaaS company that's revolutionizing the way businesses understand their marketing efforts. We're a remote-first company that values flexibility, autonomy, and collaboration. Our team is made up of talented individuals from all over the world, united by a shared passion for delivering exceptional customer experiences and driving business growth.

Job Summary

As our Director of Customer Success, you will be responsible for developing, implementing, and refining our customer experience strategy to drive revenue growth, customer satisfaction, and retention. You will lead a high-performing Account Management team, collaborate with marketing and sales to identify campaigns that maximize partner engagement, and ensure our support team delivers accurate and effective customer resolutions. If you're a strategic thinker with a passion for customer success, we want you to join our team!

Key Responsibilities

• Develop and Implement Customer Experience Strategy: Create and execute a comprehensive customer experience strategy that aligns with company objectives, drives revenue growth, and ensures customer satisfaction.
• Lead and Develop a High-Performing Team: Build, lead, and develop a high-performing Account Management team, providing coaching, mentoring, and feedback to ensure team members achieve their full potential.
• Track and Analyze KPIs: Monitor and analyze key performance indicators (KPIs) to measure customer success, identify areas for improvement, and implement changes to optimize customer experience.
• Collaborate with Marketing and Sales: Work closely with marketing and sales teams to identify campaigns that maximize partner engagement, drive revenue growth, and ensure alignment with company objectives.
• Ensure Support Team Excellence: Ensure our support team delivers accurate and effective customer resolutions, maintaining a high standard of customer service and a 15-minute resolution time.
• Foster a Proactive Onboarding Approach: Develop and implement a proactive onboarding approach that anticipates customer needs, ensures successful solution adoption, and drives customer satisfaction.
• Conduct Regular Assessments: Conduct regular assessments of the onboarding process, identify areas for improvement, and implement changes to optimize the customer journey.

Requirements

• Proven Experience: Proven experience managing successful support and success teams in the SaaS landscape, with a focus on driving revenue growth and customer satisfaction.
• Expertise in Scaling Teams: Expertise in scaling support and success teams from the ground up, with a focus on building high-performing teams.
• Product Expertise: Ability to quickly become a product expert in the SaaS domain, with a focus on understanding customer needs and delivering solutions.
• Technical Aptitude: High technical aptitude and adaptability, with a focus on leveraging technology to drive customer success.
• Excellent Communication Skills: Excellent communication and interpersonal skills, with a focus on building strong relationships with customers, colleagues, and partners.
• Ability to Thrive in a Fast-Paced Environment: Ability to thrive in a fast-paced, dynamic environment, with a focus on prioritizing tasks, managing multiple projects, and meeting deadlines.
• High School Diploma or Equivalent: High school diploma or equivalent required.

Preferred Qualifications

• SaaS Industry Experience: Experience working in the SaaS industry, with a focus on customer success and support.
• Leadership Experience: Experience leading high-performing teams, with a focus on coaching, mentoring, and developing team members.
• Data-Driven Decision Making: Experience with data-driven decision making, with a focus on leveraging data to drive customer success and revenue growth.

Skills and Competencies

• Strategic Thinking: Ability to think strategically, with a focus on developing and implementing comprehensive customer experience strategies.
• Leadership: Strong leadership skills, with a focus on building and leading high-performing teams.
• Communication: Excellent communication and interpersonal skills, with a focus on building strong relationships with customers, colleagues, and partners.
• Problem-Solving: Strong problem-solving skills, with a focus on identifying and resolving customer issues.
• Adaptability: Ability to adapt to changing priorities, with a focus on prioritizing tasks and managing multiple projects.

Career Growth Opportunities and Learning Benefits

At WhatConverts, we're committed to helping our team members grow and develop their skills. We offer:

• Professional Development: Opportunities for professional development, including training, mentorship, and coaching.
• Career Advancement: Opportunities for career advancement, with a focus on promoting from within.
• Learning and Development: Access to learning and development resources, including online courses, webinars, and workshops.

Work Environment and Company Culture

At WhatConverts, we're a remote-first company that values flexibility, autonomy, and collaboration. Our company culture is built on:

• Remote Work: We offer flexible remote work arrangements, with a focus on work-life balance.
• Collaboration: We prioritize collaboration, with a focus on building strong relationships with colleagues and partners.
• Inclusivity: We strive to create an inclusive work environment, with a focus on diversity, equity, and inclusion.
• Fun and Engagement: We prioritize fun and engagement, with a focus on building a positive and supportive work environment.

Compensation, Perks, and Benefits

We offer a comprehensive compensation package, including:

• Competitive Salary: A competitive salary, with a focus on fair and equitable compensation.
• Health and Wellness: A variety of premium medical insurance plans, as well as dental and vision insurance.
• Employee Assistance Program: An Employee Assistance Program (EAP) that offers counseling, legal, debt management, and travel assistance services.
• Time Off: Flexible time off and competitive PTO plans, with a focus on work-life balance.

Conclusion

If you're a seasoned customer success leader with a passion for driving revenue growth through exceptional customer experiences, we want to hear from you! Join our team as a Director of Customer Success and help us drive business growth, customer satisfaction, and retention. Apply now and take the first step towards a rewarding career with WhatConverts!