Director Customer Success

Job Category: Director of Customer Success

Industry: Hospitality (Hospitality Tech / SaaS)

Location: This is a fully remote position.

Employment Type: Full-time. W2 with Benefits.

Travel: 33% Travel

Salary Range: $120k to $160k (Based on Experience)

About the company:

This is a fully remote position with an Austin-based SaaS startup rapidly growing within the hospitality tech industry. Our client’s mobile application provides guests with a virtual check-in, improves guest experience, and helps hotel operations manage the front of the house. It allows self-check-in without stopping at the front desk, offers options to upgrade the room, stay, bring keyless entry to the actual room, order room service with a tap & more.

About the Role

The Director of Customer Success will oversee the middle ground between customer success and business development. Build and Manage the customer success team in a way that combines the customers’ goals with the business’s goals to form a cohesive, data-led, and customer-informed process. Establish and develop processes for the CS team, coach and lead the CS team to meet the department goals.

You will have a hands-on approach, keeping a close relationship with the most noteworthy accounts. Apart from traditional CS tactics, you will frequently attempt to turn CS relationships into business partnerships that can drive value for both the customer and the company.

Responsibilities

• Leading the customer success team, from building the department to developing it for scalability and sustained growth, with all the people, processes, and strategies optimized in a customer-first manner.

• Adding value to customer relationships and driving the desired customer goals by actively participating in client discussions or testing and implementing a proven approach within their team.

• Creating an optimized & data-led customer journey model ensures all internal stakeholders are aligned. They also work with their CS Ops specialists to ensure customer data is correct and that everyone uses the same data sets (data hygiene).

• Determining the metrics, health scores, and KPIs relevant to each account, the entire team, and the entire business. They also decide how the CS team will track these metrics and who has the overview for each account.

• Increasing product adoption, customer loyalty and retention, and customer satisfaction while actively setting and contributing to churn reduction tactics.

• Collaborating with sales and marketing to create and optimize the upsell and cross-sell strategies the CS team uses to increase ROI.

• Drafting, approving, and implementing compensation plans for the entire CS team to encourage productivity and performance and reward customer-goal and business-goal achievement.

• Relationship management across the entire CS team, helping others maintain and improve customer relationships.

Requirements

• Minimum 5 years of experience as a Customer Success Manager

• Experience building & leading a Customer Success team with proven performance and specific revenue goal achievement.

• Startup experience, preferably a SaaS startup.

• Experience with leading enterprise-level client relationships is a must.

• Expert communication skills and the ability to hold C-level customer conversations that drive business for both parties and move the relationship forward.

• An MBA or related graduate or postgraduate degree is ideal.

• Deep understanding of software businesses, with knowledge of subscription and renewal models.

• Business development knowledge and, ideally, experience growing a business.

• Strong analytical and goal-oriented mindset backed by expert-level project management knowledge and skillset.

• Advanced business experience and ability to create strategies, guidelines, and objectives and implement them while driving business growth and creating data-driven reports.

• Technical knowledge and capabilities and ability to learn new software tools.

• Experience with hospitality or hospitality tech is a plus (not a must).

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)