Director of Customer Success
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.
Overview
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.
Responsibilities
- 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
Who you are and what you’ll 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
