Director of Customer Success (Fully Remote)
Description: ? Own Customer Success in a way that is purposeful and generates revenue! Develop, implement, and refine an ongoing customer experience strategy aligned with company objectives ? Track and analyze KPIs to measure success and identify areas for improvement ? Lead efforts for continuous improvement through process enhancements and innovative thinking ? Grow, lead, and develop a high-performance Account Management team ? Collaborate with marketing and sales to identify campaigns, maximizing partner engagement for company growth ? Keep our WhatConverts support team best in class! Ensure a standard of accurate and effective customer resolutions within the support team ? Monitor KPIs for ongoing improvement, maintaining a company-wide goal of a 15-minute resolution time ? Foster a proactive onboarding approach, anticipating customer needs and ensuring successful solution adoption ? Conduct regular assessments of the onboarding process and implement enhancements for a... streamlined customer journey Requirements: ? Proven experience managing successful support and success teams in the SaaS landscape ? Expertise in scaling support and success teams from the ground up ? Ability to quickly become a product expert in the SaaS domain ? High technical aptitude and adaptability ? Excellent communication and interpersonal skills ? Ability to thrive in a fast-paced, dynamic environment ? High school diploma or equivalent Benefits: ? Remote first company - we believe in breaking down barriers of bureaucracy and empowering our remote team members to work agilely to accomplish more in a shorter amount of time. ? Immediate impact - the moment you join our team we hand you the reins to work on projects independently and make a direct impact. ? Health/Wellness - we offer a variety of premium medical insurance plans, as well as dental and vision insurance - making sure you have access to the coverage that works best for you. WhatConverts covers 100% of the premium cost for individual employee coverage under selected base plans, as well as the full cost of employee Life/LTD/STD insurance coverage. ? Employee support - we provide an Employee Assistance Program (EAP) that offers counseling, legal, debt management, and travel assistance services free of cost to our employees. ? Time off - in addition to paid holidays, WhatConverts offers both flexible time off and competitive PTO plans that continue to offer greater rewards to long-term employees. ? Diversity and inclusion - our workplace is positive, supportive, and inclusive and we ask all new hires to bring that same approach
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