Director, Customer Success

Company Location: San Diego, CA
Remote position with potential mix of office as COVID restrictions are lifted.

We are currently a small and mighty start-up company with a passion for connecting Seniors with their family and friends through our innovative, easy to use technology. We are experiencing rapid growth and looking for a ‘role-up your sleeves’ Customer Success leader with a proven track record of building out and managing a customer success team to help drive our mission “Experience the Joy of Life, Connected™”. This is an exciting opportunity for the right leader to create and operationalize the strategy to build a star-performing Customer Success team as we grow.

The Director of Customer Success is a hybrid role, responsible for customer support across multiple channels to drive adoption of our product and proactively focus on customer satisfaction. In this role, you will focus on customer support, onboarding, implementation, training, monitor value for the customer, and be the Voice of the Customer in future product development and enhancement. You’ll advocate for the customer internally and focus on a positive customer experience.

What You’ll Be Doing

• Build the necessary policies, processes and procedures, standards, protocols, and culture for a successful Customer Success function.
• Over time, lead, coach, and grow a team of Customer Success Specialists.
• Manage multiple key customer and stakeholder relationships.
• Develop and build strong, positive customer relationships.
• Lead and facilitate key stakeholder meetings.
• Create and deliver executive level reports and communications.
• Understand customer’s business requirements and technical environment to drive successful product deployment and on-boarding, resulting in customer satisfaction and reference ability.
• Develop and deploy scalable and efficient customer on-boarding experience.
• Develop training for multiple audiences and platforms to increase adoption and usage.
• Act as advisor to customers to ensure they are leveraging and optimizing the product effectively and gaining value.
• Monitor and identify usage trends to uncover renewal risks and support greater adoption rates.
• Be a point of escalation for all customer issues and work with internal stakeholders to resolve in a timely fashion.
• Work internally with other departments to make sure customer needs are addressed quickly and efficiently.
• Manage product equipment needs for customers, including inventory and shipments.

What You’ll Bring to The Team

• Professionalism, patience, and a “people-first” attitude.
• Passion for supporting Seniors and their family.
• Desire and ability to learn quickly.
• Process oriented, with technical aptitude.
• Able to effectively prioritize and execute tasks in a high pressure, startup environment.
• Experience leading and mentoring customer success team members and/or technical team members.
• 7+ years in a Customer Success or Account Management role in the SaaS space.
• Demonstrated success in adoption and change management within SaaS space.
• Able to successfully influence multiple stakeholders/constituencies.
• Proven, successful experience addressing customer issues and quickly moving to resolution.
• Proven analytical and problem-solving skills.
• Proven customer-facing skills.
• Strong project management skills.
• Experience determining, monitoring, reporting and holding team accountable for KPIs to drive customer satisfaction.
• Experience or willing to learn Salesforce.com.
• Experience working with Apps desirable.
• Experience with Call Center / Customer Rep environment desirable.

Contact us at careers@independa.com