Director of Customer Success
San Diego, CA /
Customer Service /
Full-time
/ On-site
Position Summary:
The Director of Customer Success will be responsible for the overall strategy and execution of customer success for Chatmeter. This role will drive effectiveness of customer operations and ensure customer success by fostering a positive relationship with new and existing customers.
The Director of Customer Success will work to ensure the customers get the maximum value from their investments in our solution. They will need to understand customer needs and objectives, develop strategy and tactics to ensure successful implementations and integrations, foster proactive development of customer relationships, and provide ongoing support for short and long-term challenges.
**We actively support remote work in the United States with a focus on candidates in states we currently operate in:
California, Oregon, Washington, Arizona, Utah, Nevada, Massachusetts, New York, Florida, Colorado, Michigan, Missouri, Louisiana, Texas, Illinois and Idaho**
Responsibilities:
- Develop and execute the strategy for the Customer Success department, focusing on driving product adoption, leading a positive customer experience, and driving growth through gross renewals and net retention improvements.
- Implement processes, tools and best practices to enable customer success
- Monitor and measure the customer experience
- Establish goals and objectives to ensure successful customer implementations
- Establish customer feedback mechanisms and develop action plans based on customer feedback
- Lead a team of customer success managers and drive operational practices to track performance of teams and individuals
- Provide customer guidance and advice on how to use our solutions effectively
- Develop relationships with strategic customers by understanding their business needs
- Work with customers to identify additional opportunities for platform
- Continually evaluate and optimize the customer success team operations
- Own customer escalations and support CSM’s on meetings where customers need additional support from leadership.
- Manage the renewal, expansion and upsell pipeline of the team and accurately forecast quarterly targets from the team.
- Collaborate with sales management and Directors to synchronize strategies, coverage plans, and account opportunities.
Qualifications:
- Demonstration of managerial success overseeing teams in a software company
- Exceptional interpersonal and communications skills
- Proven track record of success in a customer-facing role
- Strong organizational, problem-solving, and analytical skills
- Experience with customer relationship management systems and tools
- Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
$130,000 - $150,000 a year
The annual salary for this position ranges from $130,000 to $150,000 plus commissions. The actual annual salary paid for this position will be based on several factors, including but not limited to, skills, prior experiences, training, company needs, and current market demands. The annual salary range for this position is subject to change and may be adjusted in the future. This position may also be eligible for salary increases, commissions, equity awards, and benefits (outlined below).
Who We Are
Established in 2009, Chatmeter now analyzes billions of customer reviews, social media mentions, and sentiments from hundreds of sources to help businesses keep a pulse on all of their locations. Fortune 5000 companies rely on Chatmeter’s expertise in multi-location brand management to make confident business decisions that provide a competitive advantage at every location. From search rankings to business listings, store pages, and more, Chatmeter is the trusted solution for driving traffic and revenue to local businesses in over 40 industries including retail, healthcare, financial services, real estate, food services, and automotive.
Chatmeter is a fast-growing company and we’ve been recognized on both the Inc. 5000 and the SaaS 1000 lists. That growth has a lot to do with our ability to provide customers with not only a great product but great service as well, just check out our 4.4-star rating on G2 Crowd.
When it comes to working at Chatmeter, you should know we promote within, embrace diversity, celebrate our wins, and are dedicated to building a company culture where employees can thrive. This is probably why Chatmeter was recently named one of San Diego’s Best Places to Work by the San Diego Union-Tribune. Want to be a part of a company that cares about your success just as much as our own? Apply today.
Benefits & Perks:
-Hybrid & fully Remote opportunities
-Comprehensive benefits package including medical (100% employee coverage), dental/vision
-401(k) and company match
-Additional resources for Health and Wellness.
-Commuter and Transit pre-tax benefit program
-Flexible vacation time, with no accruals or wait
-11 Company holidays plus:
-Community Service Day
-Birthday Day off
-Sick time
-$100 monthly stipend for cell/internet costs
-Virtual gatherings and team building
-Monthly team activities and Quarterly events
