Director of Customer Success
We’re looking for an exceptional customer-focused leader to join us as our Director of Customer Success. This person will be a player/coach responsible for driving customer engagement, satisfaction, and platform ROI across both the CS team and owned accounts.
Responsibilities will include developing account strategies, driving customer success across multiple indicators, building internal workflows to support rapid scaling, and advocating for our customers internally and externally.
This will be a 100% success-focused role and will not have direct P/L responsibility, though this person may be responsible for ensuring renewals.
Lead the front-line team responsible for managing customer relationships
Develop strategy and tactics for proactive CSM engagement with customers to drive retention, engagement, satisfaction, and ROI
Support the customer success hiring, training, and education programs to identify, hire, onboard, and leverage talent effectively across the organization
Anticipate customer challenges and respond proactively; serve as point of escalation to quickly resolve unexpected challengesUse quantitative and qualitative analysis and develop KPIs to drive operational excellence
Build successful workflows within Salesforce and other CS platforms
Manage success across (initially) 50% assigned account workloadRepresent Node at customer kickoffs, QBR/EBRs, and events (travel ~25%)
5+ years in a customer success or other customer-oriented function; minimum 2 years customer success leadership experienceExperience growing the customer success function at a B2B SaaS company from ~$1M to $10M+ in revenue.
Exceptional communication skills across all channels: written, phone, and in personProven and demonstrable track record of success within customer successInsatiable desire to support individual and team-wide personal and professional development
High EQ with an ability to adapt and collaborate effectively in a fast-paced environment with dynamic and talented teammates
Experience working with sales and marketing leadership at B2B SaaS technology companies
Ability to work from our San Francisco officeStrong experience with Salesforce (Administrator experience a plus but not required)
WHAT WE OFFER
Competitive salary and equity
Full medical and dental benefits
Generous vacation policy
San Francisco office location that’s walking distance from Caltrain, Muni, and Bart
Daily catered lunch and occasional dinners
Regular team outings and social events
The opportunity to join and grow with an incredibly talented and passionate team
At Node, we believe that the future of the web isn’t search - it’s a personalized experience with recommendations tailored to who you are and what matters to you. We’ve built the world’s first Account Based Intelligence platform - our Node Sales Analyst - that recommends to sales and marketing teams the best accounts to break into and the best contacts to engage with, and delivers personalized account plans with prescriptive guidance on how to grow the business.
Node is led by a team of ex-Googlers, experienced startup and enterprise business executives, and is backed by NEA, Mark Cuban, Avalon Ventures, and Canaan Partners.