Director, Customer Success

Remote /
Customer Success /
Full-time
As Director of Customer Success, you will lead a team of customer success managers to ensure we are maximizing value to our customers. This new leader will augment our existing organization by challenging assumptions, implementing customer journey pathways, further developing the team, and ensuring operational excellence required to achieve measurable positive business outcomes for our customers and Intricately.

This role works cross-functionally with Sales, Marketing, Engineering & Product to advocate for the customer and ultimately, Intricately.

The ideal candidate has experience in enterprise B2B SaaS and has experience leading a team of customer success managers.

In the short term, you'll:

    • Listen and learn: you'll become fluent in our product, value propositions, use cases, the industry, and our competitive landscape.
    • Develop a comprehensive understanding of customers' key business drivers.
    • Learn the customer success strategy by shadowing the current team.
    • Bring a fresh perspective to our current processes and challenge the assumptions around delivering successful outcomes for our customers.

In the longer term, you’ll:

    • Build a world-class team: Hire, coach, and develop the team.
    • Work closely with global enterprise customers to ensure Intricately is being adopted into their teams’ daily workflow, generating positive ROI and growing lifetime value for Intricately.
    • Step in to manage key customers when necessary because you’re a natural-born leader.
    • Monitor product performance and customer feedback to communicate cross-functionally with product and engineering. 
    • Identify areas for customer growth: additional use cases and new business units with revenue potential for Intricately.
    • Build customer advocates who will speak on behalf of Intricately as a reference and share success stories in Intricately events and content.
    • Actively monitor account health: Build and execute a system to be proactive and detect at-risk and low-engagement customers.

You have:

    • 2+ years of CS management experience. 
    • 5+ years in Customer Success or Support positions.
    • Experience in B2B Enterprise SaaS.
    • Passion for leadership and coaching a team.
    • Ability to think strategically about delivering successful customer outcomes.
    • Extraordinary presentation, interpersonal skills, and the ability to engage with senior leaders of an organization.
    • Smart, organized, self-motivated, flexible, and team player.
    • Strong orientation around enterprise customer success methodology.

You get:

    • Generous health, dental, and vision insurance for you and your family
    • 401k with company match
    • Healthcare FSA with company contribution
    • Dependent FSA
    • Flexible PTO
    • Equipment budget to help you build out your home working environment
    • Resources for continued learning and development
    • Parental leave: Up to 12 weeks off for new parents
    • At Intricately, we don't just accept difference, we celebrate it: we know that diverse teams are the strongest teams.
Intricately is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Diversity and inclusion are at the core of our team's culture. We're proud to welcome people with different backgrounds, perspectives, and experiences — join us and let's make something awesome together.