Sr. Director, Client Services at Fuel Cycle by Passenger
FUEL CYCLE, an enterprise SaaS company that connects brands with their customers and stakeholders through online communities, is seeking a Senior Director of Customer Success. This role includes responsibilities for all Customer Success activities (e.g., on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.). The successful candidate will report to the Vice President of Client Services. The position is based in Los Angeles, with team members in Los Angeles and New York City.


- Define and optimize customer success lifecycle

o   Map customer journey

o   Develop listening points in journey (usage, satisfaction, etc.)

o   Standardize team involvement in journey

o   Define customer segmentation and engagement strategies for segments

-       Manage Customer Success Activities

o   Onboarding

o   Training

o   Customer Support

o   Customer Success Management

o   Renewals

o   Cross-sell / Up-sell

o   Customer Advocacy

-       Measure Effectiveness of Customer Success

o   Define operational metrics for team

o   Establish system for tracking metrics

o   Create cadence for review within team

o   Expose subset of metrics to executive team, company and board

-       Lead World-class Customer Success Team

o   Recruit experienced leaders for functional roles

o   Attract high potential individual contributors into team

o   Create rapid onboarding process for new team members

o   Foster collaboration within team and across customer lifecycle

o   Encourage continuous learning within team

-       Enhance Effectiveness and Efficiency Through Technology

o   Support systems

o   Customer marketing software

o   Reference and advocacy solutions

o   Customer Success Management platform

-       Inspire Customer Success Across Company

o   Create company-wide culture of Customer Success

o   Align with Marketing around marketing to existing clients

o   Align with Product around driving product roadmap

o   Align with Sales around cross-sell and up-sell and focus on selling with a retention focus

o   Align with Finance around measurement and forecasting

o   Align with Executive Team around key metrics and objectives

o   Drive company-wide definition of ideal customer

o   Create company-wide customer feedback loop


·         3+ successful years in a customer success leadership role

·         Exceptional verbal and written communication skills

·         4-year college degree required, preferably in marketing, economics, business or a science-related field. MBA preferred.

·         Team player with demonstrated communication and leadership skills. Comfortable leading meetings and presenting in front of groups of colleagues, partners or customers

·         Very familiar with enterprise software customer lifecycle management processes

·         Able to identify and measure both quantitative and qualitative signals of client renewal

·         Phenomenal team development capabilities

·         Extreme energy, highly self-motivated and passionate about success

·         Able to travel

Location and type: 

Full-time employment in Los Angeles.

Compensation and Benefits:

FUEL CYCLE offers an attractive and competitive compensation package including base salary, pre-IPO stock options, health insurance, 401(k), and a casual office environment.

Only relevant applicants need apply. Applicants must submit a cover letter and current resume to be considered for employment.  Each application will be personally considered. Thank you for your interest. We look forward to hearing from you.

FUEL CYCLE is an equal opportunity employer. Our company policy prohibits unlawful discrimination based on race, color, creed, sex, marital status, age, national origin, physical handicap, disability, medical condition or ancestry, sexual orientation or any other consideration made unlawful by federal, state, or local laws. All such discrimination is unlawful.



We're only accepting candidates local to SoCal / Santa Monica, CA, USA

No recruiters, development shops, contractors, telecommuters or H1B’s!

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