Director of Customer Success

| Greater LA Area
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Convoso is a customer-first company and we are currently looking for a fast-paced, Director of Customer Success coming from the SaaS space to lead and grow our team of Customer Success Managers. You will report to our Head of Operations and become a product expert in order to lead a team of passionate product enthusiasts, trusted advisors, and customer advocates each of whom have different levels of product knowledge. It will be your responsibility to coach and mentor your team to help them become product experts and the best professional versions of themselves. 

Who WE are:

Convoso is a provider of omnichannel contact center software which dramatically increases customers' contact and lead conversion rates. We back the power of our advanced dialer with the human touch of a dedicated product expert. This invaluable combination delivers higher conversions with less outreach.

Your Main Responsibilities:

  • Define and optimize the life cycle for our customers 
  • Oversee lifecycle processes/touch points, including executive sponsor program, "listening" points (e.g. on usage, NPS) 
  • Define and launch Customer Success onboarding and training
  • Manage customer escalations from your direct reports, and follow a methodical escalation process to executive management 
  • Ensure that CSMs understand our customers' objectives and are delivering on them 
  • Determine how to define, drive, and demonstrate quantifiable value (ROI)
  • Monthly analysis of product adoption, NPS scores, etc.
  • Implement a method/system to analyze customer health data + track ROI at scale 
  • Determine a process for giving the executive team ongoing access to performance metrics, noting key gaps and successes 
  • Quarterly gross retention and net retention targets
  • Implement cross-sell & up-sell programs
  • Understand why customer attrition is occurring and implement a process to remedy 
  • Lead, groom and inspire a Customer Success team of direct reports
  • Build a pipeline of great candidates 
  • Set up training and mentoring to grow team 
  • Lead cross-functionally to drive Customer Success 

Who YOU are: 

  • 3-5 years in a customer success role or implementation of an enterprise SaaS product
  • 3-4 years in a leadership role that included managing and mentoring a team
  • Must have salesforce experience (implementation a plus)
  • Bachelor's degree (B.A.) from a four-year college or university (MBA a plus)
  • Leadership skills and the ability to provide daily coaching and feedback on operational performance metrics 
  • Experience with most of the following areas: Capacity/workforce planning, disciplinary/corrective actions, change management, employee career development, training and development, and performance feedback and coaching 
  • A proven track record of aligning staff, processes, and systems to drive customer loyalty
  • A focus on outcomes and able to drive team goals to align with company goals 
  • Capable of providing support services to enterprise level companies and start-ups 
  • Strive for constant progress and provide continual evaluation of processes and procedures A real caring for others and you’re passionate about setting your team up for success, supporting employee relations issues, and making sure they have the resources they need to do their best work

Work perks worth the hype:

  • Competitive compensation package 
  • Medical, dental, and vision insurance 
  • 401 (k) employer match program 
  • Gym membership reimbursement 
  • Fully stocked kitchen (vegetarian friendly) 
  • Catered family lunches together (Every Friday)
  • Weekly Happy Hours 
  • Your birthday off

Excited? 

Contact our Head of Talent, Jenn Nguyen at [email protected]


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Technology we use

  • Engineering
    • C++Languages
    • JavaLanguages
    • PerlLanguages
    • PHPLanguages
    • PythonLanguages
    • SqlLanguages
    • lampLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • LaravelFrameworks
    • Node.jsFrameworks
    • SparkFrameworks
    • SymfonyFrameworks
    • TensorFlowFrameworks
    • ZendFrameworks
    • MySQLDatabases

Location

5955 De Soto Ave Ste 210, Woodland Hills, CA 91367

An Insider's view of Convoso

What are some social events your company does?

We do lots of fun, on and offsite, team building events, have weekly catered family lunches, a stocked kitchen and happy hours ~ monthly massages, and your birthday off!

Jenn

Head of Talent

How do you collaborate with other teams in the company?

At Convoso, we like to promote collaboration amongst departments. It's always nice to see team-members work together to solve a problem!

Meg

Head of Operations

How has your career grown since starting at the company?

I started here on a 3 month contract to fill 5 roles and move on... I have now been here almost a year, have taken ownership of, and am building out the department. We are in the process of tripling the size of our company. Fun, busy, and exciting times at Convoso!

Jenn

Head of Talent

How do you make yourself accessible to the rest of the team?

My door is always open! If it's closed.. you can always message me. I am always ready to help and solve issues with the team.

Meg

Head of Operations

What are Convoso Perks + Benefits

Convoso Benefits Overview

Competitive compensation package
Medical, dental, and vision insurance
401 (k) employer match program
Gym membership reimbursement
Fully stocked kitchen (vegetarian friendly)
Monthly massages
Weekly catered family lunches together
Weekly happy hours
Your birthday off

Culture
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Highly diverse management team
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
On and offsite team building events.
Stocked Kitchen
Some Meals Provided
Happy Hours
Happy hours are hosted On occasion .
Parking
Fitness Subsidies
Monthly Gym Reimbursement
Professional Development Benefits
Cross functional training encouraged
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