Director of Customer Success

About the Role

We’re looking for a Director of Customer Success to manage a growing team of CSMs and help define what customer success means at Seso. This is a great role for a hands-on leader who enjoys spending time with customers, developing talent, and defining process. You’ll work closely with sales to make a smooth handoff, with product to drive customer value and efficiency, and with operational teams to ensure that every part of the customer journey is working together. 

Responsibilities

Drive Customer Success Outcomes:

• Maintain high renewal rates and increase opportunities for expansion
• Ensure that customers understand the value that they’re getting from Seso’s software and services.
• Enhance future lifetime value via increased product adoption, customer satisfaction, and improved health scores.
• Drive new business growth through advocacy and reference-ability.

Enhance Effectiveness and Efficiency:

• Help hone the customer experience by continuing to define processes and identify opportunities for improvement. 
• Identify the highest value activities and ensure that process exists around them. 
• Utilize and optimize Customer Success Management tools including Salesforce.com 

Measure Effectiveness of Customer Success:

• Define operational metrics, establish a tracking system, and review cadence within the team.
• Share metrics with the executive team, cross-functional peers, and the company.

Lead a World-Class Customer Success Team:

• Foster collaboration within the team and across the customer lifecycle.
• Encourage continuous learning.
• Embody a culture of service excellence, leading by example and instilling accountability by setting clear expectations and measuring results

Inspire Customer Success Across the Company:

• Foster a company-wide culture of Customer Success.
• Align with Marketing on client engagement strategies.
• Collaborate with Product on driving the product roadmap.
• Coordinate with Sales on cross-selling and upselling, emphasizing retention.
• Work with Finance on measurement and forecasting.
• Collaborate with the Executive Team on key metrics and objectives.
• Enhance the company-wide customer feedback loop.

About You:

• 3+ years of Progressive Customer Success Leadership experience in a fast-paced environment; experience in SaaS and/or a start-up environment strongly preferred
• Superior operational and project management skills. You’re not afraid of building, launching, and iterating on the right processes. 
• Ability to work with a non-technical group of customers who are interested in using software to improve their own operations
• Experience working across multiple customer segments from SMB to Mid-Market to Enterprise
• Ability to navigate complex and emotional situations in a professional manner
• A proven track record of success in process management and a displayed technical aptitude
• Excellent organizational skills and ability to prioritize, delegate, multi-task and execute
• Superior communications skills (presentation, written, & verbal) in order to communicate effectively across levels and organizations
• Ability to travel up to 25%
• Experience in HR-tech a plus
• Bi-lingual (English and Spanish) a plus

Benefits

• Talented and fun teammates who don't take themselves too seriously
• Competitive Salary and meaningful equity
• Excellent medical and dental insurance plans
• Flexible work schedule and unlimited vacation
• Budget and support for personal development
• Last week of the year off for company wide winter break
• Company sponsored team events

Compensation: up to $200,000 annually including bonus
We carefully consider a wide range of compensation factors to determine your personal top of market. We rely on market indicators to determine compensation and consider your specific job related skills and experience for accuracy. These considerations can cause your compensation to vary and will also be dependent on your location.