Director of 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 the Director of Customer Success you’ll be responsible for leading our Customer Success team in maximizing customer engagement, minimizing churn, and generating the expansion of Mighty’s registry platform. You will come in and help build the Customer Success department from the ground up, focusing on creating an outstanding customer journey from onboarding to adoption and engagement. You will design, implement, and refine a scalable CS foundation.

Responsibilities:

    • Develop and optimize a Customer Success strategy
    • Drive platform adoption and customer engagement outcomes
    • Build & implement new processes and best practices for Customer Success
    • Define operational metrics for the team and establish a system for tracking those metrics
    • Manage all aspects of the customer relationship including on-boarding, training and support
    • Nurture and develop the careers of individual team members
    • Communicate customer insights to the sales, product and marketing teams
    • Inspire customer-centricity across the company

Requirements:

    • 3+ years experience leading a Customer Success team for a SaaS product
    • Deep understanding of value drivers in recurring revenue business models
    • Ability to develop, create and improve systems, structures, and processes
    • Passion for leadership, technology and innovation
    • Strong empathy for customers with the drive to impact revenue and growth
    • Enthusiastic and creative leader with the ability to inspire others
    • Excellent communication skills both written and verbal
    • Attention to detail and the ability to prioritize, organize, and operate in a fast moving environment

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 + team lunches every Friday
    • Fully stocked pantry and bar, including coldbrew and healthy snacks