Director of Customer Success

| Greater LA Area

CreatorIQ is looking for an experienced Director of Customer Success who is passionate about the success of our customers and has a strong track record in SaaS and media companies. You will join a dynamic and fast paced environment and work with our most strategic clients to be on the front lines of communicating the company’s vision and strategy.

Reporting to the Senior Director of Customer Success, the Director of Customer Success will own the oversight and management of our Los Angeles customer segment. This will include: overseeing a team of Customer Success Leads in our Los Angeles office, managing to quarterly gross and net retention targets, driving process to scale our organization effectively, serving as a point of contact for client escalations, and delivering on the highest levels of customer satisfaction.

Your success will derive from your ability to manage and motivate a team, plan and execute scalable strategies, superior client management and escalation skills, and ability to thrive in a fast-paced environment.

Who we are:

CreatorIQ is the leading cloud solution for global enterprises to manage & optimize influencer campaigns at scale. We have global relationships with companies such as Mattel, Disney, Hulu, Amazon, Tiffany & Co, Airbnb, Ralph Lauren, CVS, Dell, Edelman, Creative Artist Agency, and many more.

What you'll do:

  • Lead, groom and inspire a Customer Success team of direct reports on the West Coast
  • Ensure that Customer Success Leads understand our customers' objectives and are delivering on them
  • Maintain executive relationships and executive steering discussions
  • Manage customer escalations from your direct reports, and follow a methodical escalation process to executive management
  • Implement a method/system to analyze customer health data + track ROI at scale
  • Analyze customer attrition and retention segments
  • Align with senior executives and sales team to monitor and report on customer health and develop proactive solutions for increasing user adoption
  • Work closely with Enablement, Customer Support, and Product teams to ensure that customer on-boarding is executed with precision and implementations of new features are clearly communicated to clients
  • Gather feedback from other departments (Sales, Client Services, Product, etc.) to improve the overall customer experience
  • Advocate for changes in other departments' ways of working to further the success of the Customer Success team

Who you are and what you’ll need for this position:

  • 7+ years of experience in Customer Success roles within a SaaS startup environment
  • Experience growing and managing a customer success team
  • Experience hitting predictable customer renewals through building a reliable customer lifecycle, setting joint goals with customers, and creating systematic processes across Sales/Customer Success/Product
  • Well-versed with Customer Success tools like Salesforce (ability to build and manage dashboards and reports)
  • High EQ and excellent interpersonal skills. You need to build trust quickly, navigate difficult conversations comfortably, and maintain strong customer relationships.
  • A track record of delivering great results for customers
  • Bachelor's Degree or equivalent experience required
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Technology we use

  • Product
  • Sales & Marketing
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • JIRAManagement
    • WordpressCMS
    • SalesforceCRM

Location

Our campus has a variety of food trucks daily, green courtyard with free wifi, access to bocce ball, corn hole, giant chess, corn hole, and ping pong.

An Insider's view of CreatorIQ

What’s the vibe like in the office?

I enjoy waking up and coming into work every day! The environment is motivating, collaborative, respectful, and knowledgeable, with a fantastic group of people!

Jesse

Customer Success Lead

What does your typical day look like?

Imagine working for a company that truly has an incredible product, with leadership that actually believes in & supports their employees & also has the experience to know how to grow us intelligently. This combination is a recipe for success, & something I've only heard of, but never experienced personally before I started working for CreatorIQ

Steve

Strategic Account Manager

What makes someone successful on your team?

We’re a software company in hyper-growth mode, which means new team members join with the opportunity to rapidly grow their skillsets, and everyone makes time for everyone. Our team culture is unintimidating and collaborative -- any employee who brings fresh perspectives and big ideas will be championed and will find success!

Nate

Marketing Director

How would you describe the company’s work-life balance?

As a parent of two young children work life balance is extremely important to me. I will only get one chance to see my boys grow and though I love my job I wouldn't sacrifice them for it. CreatorIQ understands this and embraces the concept of family, even with our clients. How many companies have you worked for that host barbecues for its clients?

Chris

Senior Manager, Customer Support

What are CreatorIQ Perks + Benefits

CreatorIQ Benefits Overview

We offer competitive salary & stock options, highly subsidized health benefits, standing desks, fully stocked kitchen, monthly cell phone stipend, regular happy hours, social events, and more, & dogs welcome!

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Highly diverse management team
We are continuously improving our D&I initiatives and successfully developed a diverse culture which is reflected in our leadership team.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Acme employees can contribute up to $2700 annually to their FSA.
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
CreatorIQ offers stock options through its employee profit sharing program, including vesting over a four-year period.
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Acme Co. provides employees with a flexible work schedule that includes Flexible start and end times.
Remote Work Program
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Our game room includes Ping Pong, Pool Table, Foosball, Shuffle Board.
Stocked Kitchen
CreatorIQ has a fully stocked kitchen including snacks, coffee, espresso, tea, flavored waters, and kombucha !
Some Meals Provided
Happy Hours
Parking
We offer employees Free on-site garage parking.
Pet Friendly
CreatorIQ is a dog friendly office!
Fitness Subsidies
The company pays 75$ monthly stipend towards holistic health via ThrivePass (benefits including but not limited to: yoga studio/gym membership, massage, acupuncture, mindful app, activewear, ski lift)
Professional Development Benefits
Job Training & Conferences
Acme Co. offers employees professional development opportunities like Onsite training courses, The ability to attend job related conferences and seminars.
Diversity Program
Lunch and learns
Acme Co. hosts lunch and learn meetings on occasion.
Cross functional training encouraged
Promote from within
Online course subscriptions available
Customized development tracks
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