Director of Customer Success, West Coast
At CreatorIQ, one of our core values is empathy; we believe in putting our team members first and focusing on our clients. Your wellness is important to us. We encourage you to schedule “off screen time” to focus and refresh. Go walk your dog, do yoga, or simply set aside uninterrupted time to yourself. Oh, and we will pay for that yoga class, fitness tracker or after workout massage! Want to take a breather and meditate on your favorite app? Use our corporate wellness program to cover the costs. CreatorIQ earned the title of best companies to work for in 5 different categories, was named a Leader by The Forrester New Wave™: Influencer Marketing Solutions and recognized by G2 as a Leader, Best Customer Relationship and Top 100 Fastest-Growing Products.
CreatorIQ is headquartered in Los Angeles, and we believe in a hybrid first work environment. You can work from home, the office or one of many co-working locations. However, we look forward to bringing people together several times a year in person, so some travel may be required.
Director of Customer Success- West Coast
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.
About the team
CreatorIQ's Customer Success team is a part of the Customer Experience organization alongside our Enablement Consultants, Strategic Account Managers, Client Services, and Technical Support. By working in collaboration with other customer obsessed leaders, our Director of Customer Success will work to ensure customers are deriving value from our platform and services and guiding advanced use cases.
About the role
Reporting into the Sr. Director of Customer Success, the Director of Customer Success will lead and manage our LA team and customer segment. You will be a senior leader within our Customer Experience organization and consistently aim to deliver on the highest levels of customer satisfaction. This will include: managing quarterly gross and net retention targets, developing processes to scale our organization effectively with other regional Directors of CS, and serving as a point of contact for customer escalations.
What you will do:
- Lead, mentor and inspire a Customer Success team of direct reports in the LA office
- Ensure that Customer Success Managers understand our customers' objectives and are delivering on them
- Build and maintain executive relationships with our strategic customers
- Analyze customer attrition and retention segments
- Align with other leaders in the Customer Experience org to develop streamlined processes and customer-obsessed solutions
- Identify and drive tactical initiatives to improve productivity, customer satisfaction, process improvements, etc.
- Provide feedback to management team to increase departmental operational efficiencies
- Responsible for identification and inventory of customer process pain points and gaps in best practices
- Apply CreatorIQ methodology, company procedures, and leading practices in all areas of work
- Ability to assist and equip others to efficiently solve complex problems
- A leadership style that reflects and reinforces CIQ core values
- Demonstrate experience and a passion for the social media technology universe
- Excellent listening skills to fully understand the customer requirements and pain points
- Passion for solving client challenges and commitment to client delight
- Strong verbal and written communication skills, including presentation skills
- Ability to solve problems with keen instincts and organizational experience
- Strong knowledge of software development life cycles, web technologies, web development processes
- Gather feedback from other departments (Sales, Client Services, Product, etc.) to improve the overall customer experience for regional market
- Advocate for changes in other departments' ways of working to further the success of the Customer Success team
What you need for this position:
- 5+ years of experience in strategic Customer Success management roles within a SaaS startup environment
- Experience growing and managing a customer focused SaaS Success team
- Experience driving predictable customer renewals through building a reliable customer lifecycle, setting joint goals with customers, and creating systematic processes across Sales/Customer Experience/Product
- Well-versed with Customer Success tools like Salesforce, ZenDesk, Zoom, Slack, and GSuite
- 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
- Ability to adapt and operate effectively in ambiguous or rapidly changing environments
- Ability to work both independently and as part of a team
- Capable to work effectively under tight deadlines and juggle several assignments simultaneously
- Approach work with creativity, self-confidence, and flexibility
- Bachelor's Degree or equivalent experience required
Confidence can sometimes hold us back from applying for a job. But we'll let you in on a secret: there's no such thing as a 'perfect' candidate. Have 50% of the criteria? Excited about this opportunity? Passionate about what we do at CreatorIQ? Please apply! CreatorIQ is a place where everyone can grow.
What will you get from us:
- People: work with talented, collaborative, and friendly people who love what they do.
- Guidance: utilize our learning platform, WorkRamp to get the training and tools you’ll need to become successful here from your first day with us.
- Surprise meal stipends: work from home can’t stop the enjoyment of someone else making a meal for you!
- Fun: we host virtual events every month and weekly interactive All Hands (get ready to laugh during the 2 truths and a lie).
- Work/Life Harmony: 15 days’ vacation, floating and set holidays, wellness allowance, and paid parental leave.
- Whole Health Package: medical, dental, vision, life, disability insurance and more.
- Savings: a 401K (USA) plan to help you plan ahead.
- Work From Home Stipend: to assist you in setting up a home office that works for you (or buy a new dog leash – your choice!).
Who we are:
CreatorIQ is the most trusted software to unify and power advanced influencer marketing for the world’s most innovative enterprises. Our Intelligence Cloud facilitates data science-enabled creator discovery, streamlines workflow, ensures brand safety, and drives meaningful measurement. Amazon, AB Inbev, Airbnb, Calvin Klein, CVS, Disney, H&M, Sephora, and Unilever are just some of the brands that utilize CreatorIQ’s platform to drive real business results across their influencer marketing ecosystems. CreatorIQ is headquartered in Los Angeles with offices in New York, Chicago, Miami, London, and Ukraine.
We are an equal opportunity employer and value diversity. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We strongly believe that diversity of experience contributes to a broader collective perspective that will consistently lead to a better company and better outcomes. We are working hard to increase the diversity of our team wherever we can, and we actively encourage everyone to consider becoming a part of it.
This is your role! Claim your interview spot by applying here: www.creatoriq.com/careers