Director of Customer Success

| Greater LA Area
The Customer Success team is responsible for the satisfaction, strategy, value-delivery, retention and growth of NuORDER’s customers. Reporting to the VP of Customer Success, the Director of Customer Success will own the oversight and management of our mid-market customer segment. This will include: overseeing a team of Account Managers globally, 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.

Responsibilities:

  • Define and optimize the lifecycle for our mid-market customers 
  • Oversee lifecycle processes/touch points, including executive sponsor program, "listening" points (e.g. on usage, NPS)
  • Create standardized materials/templates for each stage of the customer lifecycle
  • Manage customer escalations from your direct reports, and follow a methodical escalation process to executive management
  • Quantify value for our customers
  • Ensure that Account managers understand our customers' objectives and are delivering on them
  • Determine how to define, drive, and demonstrate quantifiable value (ROI)
  • Monthly analysis of production 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, nothing key gaps and successes
  • Mid-Market customer retention and growth
  • Quarterly gross retention and net retention targets (cross-sell & up-sell)
  • Forecasting renewal metrics on a weekly basis
  • Understand why customer attrition is occurring and implement a process to remedy
  • Lead, groom and inspire a Customer Success team of direct reports
  • Set expectations on performance and give feedback
  • Build a pipeline of great candidates
  • Set up training and mentoring to grow team
  • Create a culture of customer delight
  • Lead cross-functionally to drive Customer Success
  • 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

Requirements

  • 5+ 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) and Gainsight to track customer health at scale
  • 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
  • Bacherlor's Degree or equivalent experience required

This is a full-time permanent position with competitive compensation and benefits package. NuORDER is a fast-growing, venture-backed startup changing the way industries do business.

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Location

900 Hilgard Ave., Westwood, CA 90024

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