Director of Customer Success

Level Access | "Competitive" comp not given

Steph's Notes:

I had high hopes for this one, but the "energy" verbiage, the positivity stuff, calling health and dental a "perk" instead of the very important benefits you offer your employees in exchange for their labor...it leaves a bad taste in the mouth, you know?

Especially for an accessibility company. Reading through this was a bizarre experience. Take this, for example:

"Level Access is committed to workforce diversity. Equal Opportunity Employer."

That's their entire EEO statement. The whole job description comes across this way, very phoned-in.

Original Job Description: Director of Customer Success

Level Access is a dynamic and rapidly expanding SaaS company that specializes in Digital Accessibility. Our innovative solutions empower businesses to ensure digital properties are inclusive and accessible. With a commitment to excellence, we are dedicated to providing exceptional value to our clients.

As the Director of Customer Success, you will play a pivotal role in ensuring the satisfaction and success of our customers. This leadership position requires a strategic thinker who can drive customer retention and employee engagement strategies for overall satisfaction. You will be responsible for building and leading a high-performing Customer Success team to deliver outstanding service to our clients ensuring gross retention targets are met.

Responsibilities:

• Leadership and Team Management:
  • Recruit, mentor, and lead a team of Customer Success Managers.
  • Foster a collaborative and customer-centric culture within the team.
• Customer Success Strategy:
  • Develop and implement a comprehensive customer success strategy aligned with company goals.
  • Drive customer adoption, retention, through proactive engagement strategies.
• Customer Relationship Management:
  • Cultivate and maintain strong relationships with key clients.
  • Collaborate with Sales, Product, Onboarding, Enablement, Delivery and Support teams to ensure a seamless customer experience.
• Customer Advocacy:
  • Identify opportunities for customer advocacy and referenceability.
  • Encourage and leverage satisfied customers for testimonials, case studies, and referrals.
• Metrics and Analytics:
  • Establish and monitor key performance indicators (KPIs) to measure the success of customer success initiatives.
  • Utilize data and analytics to drive insights and continuous improvement.
  • Understand CRM systems such as Gainsight and Salesforce and are highly proficient in analyzing data and utilizing systems to report on KPIS and track customer success progress
• Cross-Functional Collaboration:
  • Work closely with Account Managers to identify upsell and expansion opportunities.
  • Collaborate with Product teams to relay customer feedback for product enhancement.
• Customer Onboarding and Training:
  • Work closely with the onboarding team to ensure customers achieve value quickly.
  • Assist enablement to develop and implement training programs to enhance customer product knowledge.

Qualifications:

• Proven experience in a leadership role within Customer Success, ideally in a SaaS environment.
• Strong understanding of the software industry, including SaaS and related services.
• Exceptional leadership and team management skills.
• Excellent communication, interpersonal, and problem-solving abilities.
• Demonstrated success in driving customer retention and expansion strategies.
• Bachelor’s degree in a related field is preferred. Master’s degree is a plus.

Application Process

This is a full-time salaried position with a competitive benefits package, including bonus opportunities and unlimited vacation/FTO. Salary is commensurate with experience. Please submit your cover letter and resume for immediate consideration.

Level Access is committed to workforce diversity. Equal Opportunity Employer. Copyright 2024, Level Access. All rights reserved.