Director, Customer Success Strategy & Operations
New York, NY
Customer Success /
Full Time / On Site /
Hybrid
Welcome to Fi.
We’re a passionate team of alumni from Square, Google, Peloton, Uber, and more working to transform the dog-human relationship. Our mission? Develop cutting-edge tech to revolutionize what it means to be a dog parent.
The dog industry remains firmly stuck in the past, but we're not satisfied with the status quo. Fi is leveraging our team's talent and expertise to improve the lives of 100 million+ dogs in the U.S. Real-time location tracking, activity and step counting, sleep and behavior monitoring – and that's just the beginning.
The most exciting aspect of our work? Bridging the communication gap between dogs and humans. Imagine a world where your pet can tell you when something feels off. That's the future we're building at Fi.
If you're someone who thrives in innovative, collaborative work environments and feels strongly about helping dogs live longer, better lives, Fi could be the perfect fit. Join us in our pursuit of the “impossible,” which really means “let me find a way,” to redefine the future of dog ownership together.
Fi is looking for a Director of Customer Success Strategy & Operations!
We are seeking an experienced Customer Success Director to spearhead efforts in shaping our customer success strategy and overall operations to ensure we’re best supporting our customers and providing best-in-class support!
This role will entail crafting comprehensive strategy for all aspects of the team including collaborating with the CX team to analyze and improve data systems and processes, utilizing Zendesk and other tools to develop and implement automation solutions, including chatbots and macro flows and analyzing customer interaction data to identify trends and opportunities for improvement. The role is highly collaborative, with a focus on cross-functional partnership with teams to ensure data integrity and consistency. The Director will also oversee all training & quality assurance for the CX team. If you're passionate about driving customer-centricity and empowering teams to excel, we invite you to apply.
Qualifications:
- 8+ years of customer success experience, demonstrating adeptness in guiding teams to achieve customer satisfaction goals.
- Proven track record of 5+ years in defining and implementing training and onboarding programs.
- Strong organizational skills with meticulous attention to detail.
- Collaborative mindset, adept at working effectively with cross-functional teams to drive customer-centric strategies.
- Bachelor's degree preferred, or equivalent practical experience.
- Share a genuine love for dogs.
Responsibilities:
- Develop and execute a comprehensive customer success strategy aligned with company goals.
- Foster cross-functional partnerships with teams to ensure collaboration on customer success initiatives.
- Oversee CX team training programs to ensure consistent delivery of high-quality support services.
- Collaborate with the CX team to analyze and enhance data systems and processes for data integrity.
- Utilize Zendesk and other tools to develop and implement automation solutions, such as chatbots and macro flows, for improved customer support efficiency.
- Lead efforts to continuously improve customer experience and satisfaction metrics, staying informed on industry best practices to drive innovation.
$130,000 - $175,000 a year
The anticipated base salary for this position is $130,000 - $175,000. The actual base salary offered will depend on a variety of factors, including without limitation, the qualifications of the individual applicant for the position, years of relevant experience, level of education attained, certifications or other professional licenses held. This position is also eligible for equity compensation.
