Senior Manager/Associate Director, Customer Success

New York, NY
Customer Success
Full Time
About Mighty:

Mighty is on a mission to help millions of injured plaintiffs get a better deal from the civil justice system. Today, our ownership management platform helps personal injury law firms, medical providers and financial service businesses manage their personal injury liens in more than 150,000 cases worth over $1 Billion. We are growing our team with the support of a $9M Series A led by IA Ventures and Tribeca Venture Partners in March 2018.

As a Senior Manager / Associate Director of Customer Success, you’ll be a leader in our Customer Success team working to maximize customer engagement, minimize churn, and ensure the success of Mighty’s software business. You will come in and support building a playbook for the department to ensure our customers are continuously engaged and successful from the point of sale. You will support the design, implementation, and scaling of our Customer Success function. 

Responsibilities:

    • Support the development of a Customer Success playbook for the next stage of Mighty’s growth
    • Recommend and implement new processes and best practices for Customer Success
    • Support the definition of operational metrics for the team and ensure a system is in place for tracking those metrics
    • Manage all post-sales activities for Mighty’s top business and enterprise customers through strong relationship-building, product knowledge, planning and execution
    • Increase customer retention by conducting regular check-in calls for tactical items, and perform quarterly health checks for strategic reviews
    • Track accounts to identify churn risk and work actively to eliminate that risk
    • Work closely with Product and Engineering on identification and tracking of product improvement requests and bugs
    • Function as the customer advocate and provide internal feedback on how Mighty can better serve our business and enterprise customers, inspiring customer centricity across the organization

Requirements:

    • Bachelor’s degree required
    • 3+ Years prior account management experience, preferably for a SaaS startup
    • Demonstrated thought leadership and upward trajectory in previous role(s) with experience or desire to be a leader in Customer Success
    • Ability to develop, create and improve systems, structures, and processes
    • Proactive team player who has fresh ideas when it comes to user adoption, churn mitigation, and Customer Success playbook development
    • Familiarity with Salesforce, Zendesk, and other tools that support Customer Success teams
    • Enjoys working closely with customers to ensure complete satisfaction
    • Strong communication skills and technical aptitude
    • A self-starter who takes the initiative to get things done

Benefits:

    • Competitive compensation
    • Full Benefits - health, vision, and dental, 401(k) with company contribution
    • Unlimited paid time off - take time when you need it
    • Lunch delivered to the office everyday and weekly team lunches
    • Fully stocked pantry and bar, including cold brew and healthy snacks