Director of Customer Success
Tread Carefully
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Handle | No comp given
Steph's Notes:
Careers page is fine, if not basic. The role seems pretty straightforward and I'm not seeing any major flags.
I wish they wouldn't call benefits perks, but that's a minor crime. I think it would probably be fine, except there's no salary transparency, so into Tread Carefully it goes. Womp Womp.
Original Job Description: Director of Customer Success
Who We Are
Handle is a Y Combinator backed Series A stage technology company that is focused on revolutionizing how money flows through the $1.5 trillion dollar US construction industry. Handle has established strong product-market fit by landing some of the largest logos in the industry. Our customers include Fortune 500 and publicly traded companies whose users make our SaaS solution an essential part of their daily workflow. We’ve accomplished this with a small but mighty team, so you will still be getting in on the ground floor. In the next year, we plan to build on the success of our product suite and continue our path of innovation.
What You Will Do
This position is an exciting, vital role within our organization. It requires expertise in customer success management and strategic leadership. Key Responsibilities include:
- Customer Success Strategy: Develop and implement a comprehensive customer success strategy that aligns with Handle’s goals and objectives. Drive customer success outcomes by reducing churn, increasing renewal rates, and identifying opportunities for upselling and cross-selling.
- Team Leadership: Lead, mentor, and grow a high-performing customer success team. Provide direction, support, and professional development opportunities to ensure the team’s success.
- Customer Onboarding: Oversee the customer onboarding process to ensure new customers are set up for success and fully understand how to use Handle’s products to achieve their business goals.
- Customer Engagement: Foster strong relationships with key customers, acting as a trusted advisor and ensuring they receive maximum value from Handle’s solutions. Develop customer engagement plans to drive product adoption and usage.
- Customer Feedback Loop: Collect, analyze, and act on customer feedback to continuously improve Handle’s products and services. Collaborate with product, sales, and marketing teams to address customer needs and drive product enhancements.
- Performance Metrics: Establish and monitor key performance indicators (KPIs) to measure the success of the customer success program. Use data-driven insights to make informed decisions and demonstrate the impact of the customer success efforts.
- Customer Support Collaboration: Work closely with the customer support team to ensure a seamless experience for customers and prompt resolution of any issues or challenges they may face.
- Continuous Learning: Stay up-to-date with industry trends, best practices, and emerging technologies in customer success. Incorporate new insights and approaches to maintain Handle’s competitive edge.
You’ll Succeed In This Role If You Are:
âž” Experienced in a senior customer success role, ideally within a SaaS or technology company.
âž” A strategic thinker with a proven track record of driving customer success initiatives that result in increased customer satisfaction and retention.
âž” An excellent communicator with strong interpersonal skills and the ability to build and maintain relationships with customers and internal stakeholders.
âž” A data-driven decision maker with the ability to analyze metrics and translate them into actionable insights.
âž” A goal-oriented self-starter with a strong ability to work independently as well as with others.
âž” Proficient with customer success software and standard business applications.
Our Perks:
- Company-funded health benefit options (Medical, Dental, Vision, Life Insurance)
- Great Equity Packages (remember, you’ll be one of the first employees)
- 100% Paid Parental Leave
- Unlimited PTO (that we actually use!)
- Work from home flexibility (and awesome WFH equipment)
- 12 company holidays
- And more
Worked here?
I rated the posting. You might know the place. Anything you can add about what the job is actually like is worth more than my read of the job description — that's the whole reason this box is here.
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One ask on how you write it: stick to what happened to you. My manager told me the on-call rota was optional lands harder than this company lies to candidates — and it's a lot harder to argue with.