Director of Customer Success

San Francisco
Success – Success
Full-time
ABOUT ENVOY:
Envoy makes workplaces work better. With a focus on the details, we craft beautiful, modern software that elevates the workplace experience. Companies like Google, Tesla, GitHub, Slack, Stripe and Pinterest, have worked with Envoy to welcome over 30 million visitors to more than 10,000 locations around the world. We are proudly backed by Andreessen Horowitz, Menlo Ventures, Initialized Capital, and many others.

Our mission is to challenge the status quo of workplace technology. This idea started at the front desk, where we set a new standard for visitor sign-in. Now, we’re looking around the office—to the mailroom, meeting rooms and beyond—and asking how can we make this better, too? We envision a world where technology is woven through our workplaces, all of it working together to make our time there delightful.

If this world sounds exciting, we’d love for you to help us build the Office OS.


ABOUT THE ROLE:

We are looking for someone to lead our Success (post-sales) team and provide structure, organization and strategic execution required to ensure customer happiness. This function will not be measured on a revenue perspective, but rather by NPS. You are the customer advocate responsible to do whatever it takes to make sure our customers are extraordinarily excited about their Envoy service.



Manage Customer Success Activities

    • Onboarding, training, and customer support
    • Customer Success Management
    • Pre- and Post-sales engineering support
    • Renewals
    • Advocacy

Define and optimize customer journey

    • Define the vision of a Red Carpet experience - you will standardize the template for a Success Plan for customers in your segment
    • Define and oversee lifecycle processes/touch points, including exec sponsor program, and Executive Business Review process
    • Create standard presentation materials for lifecycle plays
    • Personally manage escalations from your direct reports, and follow a methodical escalation process to execs
    • Identify opportunities for continuous improvement

Drive true value for customers

    • Be an expert on best practices in change management
    • Find ways for CSMs to deeply understand our customers’ objectives and become a trusted right-hand advisor
    • Establish how to define, drive, and demonstrate the value (ROI) delivered

Lead cross-functionally to drive customer success

    • Clarify ownership for each part of the journey
    • Gather feedback from other departments, including Sales, Product, Marketing, and others, to improve the customer experience
    • Drive company-wide definition of ideal customer
    • Create company-wide customer feedback loop
    • Help foster company-wide culture of Customer Success

Drive Renewals & Expansion

    • Drive renewal and up-sell strategy and focus on selling with a retention focus
    • Give feedback to Sales and Marketing on prospecting approach
    • Define CSM involvement during sales cycle

Own key metrics for your team

    • Gross dollar renewal rate
    • Up-sell dollars
    • Habits / product adoption metrics
    • Deployment
    • NPS
    • Cost / ARR ratio
    • Employee engagement
    • Own the financial model for your team, including projections of costs and new hires, and forecasts of renewal and upsell rates

Recruit, mentor, groom and inspire a world-class team

    • Set expectations on performance and give feedback
    • Set up training and mentoring to grow the team
    • Create culture of massive customer delight

Lead a world-class Technical Solution Engineer team

    • First hand experience in building & supporting multi faceted teams (For example, customer-facing Engineers)
    • Ability to Partner with Technical leaders to foster a strong relationship, align on processes and listen/act on technical customer feedback 
    • Effectively advocate for the feedback received from customers — translating it into meaningful action

Achieve operational excellence

    • Continuously communicate metrics to team
    • Report on metrics each week to Exec team

You Are

    • A leader that co-workers want to follow
    • A relationship builder
    • Naturally quantitative
    • Eager to mentor a team
    • Ahead of industry trends and methodologies and are constantly looking to better your game through new technologies and learnings
    • Passionate for technology solutions and finding ways to automate mundane tasks
If this kind of work sounds interesting, we'd love to hear from you! We're open to all backgrounds and levels of experience, and we believe that great people can always find a place. People do their best work when they can be themselves, so we value uniqueness. We never discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.