Director of Customer Success
Seattle /
Customer Success /
Full-time
/ Remote
About Logixboard:
Logixboard is a white-labeled customer experience software that is transforming how the $2 trillion freight forwarding industry operates. In a highly competitive and technologically antiquated industry undergoing rapid digitalization, we are providing freight forwarders with the only white-labeled and integrated customer experience software available to the market today. Our software enables freight forwarders to deliver world-class digital experience to their customers, which propels them far ahead of their competition and dramatically increases customer retention and sales.Our customers absolutely love our platform, and we're experiencing tremendous growth both in new customers and in funding, with over $50 million in capital raised to date.
About You:
Logixboard is looking for a Director of Customer Success to help take our company’s growth to the next level as the leading digital SaaS platform in the freight forwarding space. As the Director of Customer Success, your role is to define, own, improve and manage the customer journey. This role will require you to both lead and execute result-driven activities.
You will play an integral part in defining and building our customer success playbook for our fast-growing start-up. This role will report to the Co-Founder and VP of Customer Experience.
You will:
- Define and optimize the customer journey to drive customer outcomes, product adoption, and customer experience
- Influence future lifetime value through higher product adoption, customer satisfaction, and overall customer health scores
- Drive programs and initiatives to improve engagement based on customer segmentation and lead a culture of continuous improvement
- Align with key stakeholders on the renewal and up-sell strategy and focus on selling with a retention focus.
- Give feedback to Sales and Marketing on prospecting approaches
- Ensure clear and defined hand-offs from Sales to CSMs
- Define CSM involvement during sales cycle
- Support OKRs for the company and drive success for the CSM team to help achieve those goals
- Manage and improve customer NPS and other metrics demonstrating customer delight
- Reduce churn and drive new business growth, focusing on improving NRR
- Create dashboards to track customer success metrics
- Define segmentation of the team based on a customer base
- Report out on metrics to Leadership, the team, and Company (as needed)
- Develop company-wide customer success motion integrating processes, content and data to/from stakeholder organizations, including across teams and timezones (e,g., Marketing, Sales, Product/Engineering, etc.)
- Create operational practices to track the performance of teams and individuals
- Deliver leadership so that team is highly motivated and engaged
- Build a pipeline of amazing, diverse, global candidates
- Set expectations and provide regular feedback on performance
- Set up trainings and mentorship programs to help grow the team
- Foster collaboration within the CX team and across customers
- Manage underperforming team members
Drive alignment with renewals and upsells
Own metrics for your team
Achieve operational excellence within the team
Build a world-class team
We're looking for:
- 5-7+ years of demonstrated progressive experience leading customer success and support teams in B2B SaaS company
- Proven experience leading teams, driving new and expansion sales, driving software adoption, and leveraging customer success best practices
- Proven ability to develop strategies, translate them into initiatives and track successful delivery
- Demonstrated ability to lead and successfully manage global, distributed teams across cultures, and geographies
- Possesses a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams
- Demonstrated operational excellence in analytical thinking, process development, and improvement, problem-solving, communication, delegation, and planning
- Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
- Able to collaborate across the organization and with external stakeholders
- Holds strong operational skills that will drive organizational efficiencies and customer satisfaction
The salary range for this role is $140,785 - $175,000, plus equity. Where your pay would fall within that range will be based on 1) relevant experience, knowledge, and skills, as demonstrated through the interview process, 2) by considering parity with current LXB team members, and 3) current market data.
At Logixboard, we believe that people come first and we are committed to building teams that represent a variety of backgrounds, perspectives and skills. We highly encourage under-represented and traditionally marginalized communities to apply. Together, we will create and maintain working and learning environments that are inclusive, equitable and welcoming. If you require assistance or accommodations in the application or interview process, please contact recruiting@logixboard.com.
