Director of Customer Success

Company Confidential - Portland, OR

About the Company

This tech-enabled business process outsourcing (BPO) firm is consistently one of the fastest-growing companies in the Portland area, and it has been recognized as one of the top workplaces statewide. The company is profitable, solidly self-sustaining and counted among its industry’s leaders nationwide. It boasts a cheerful, modern office, and a strong, supportive internal community.

About the Position

The company is looking for an experienced Customer Success leader to optimize the overall customer experience by defining and driving the overall strategy to build a sustainable, customer-obsessed culture. The Director of Customer Success will collect and maintain a rich set of customer data, issues, feedback and insights to empower all company associates to adopt a customer-centric approach in their day to day and strategic activities.

Some of the responsibilities and duties will include:
Set strategy and goals for the Customer Success team and manage the team to meet and exceed these goals through a continual improvement methodology.
Define the metrics and success criteria for our Customer Success function, owning outcomes inclusive of Customer Satisfaction, increased adoption and renewals and operational efficiency.
Provide real-time guidance to the executive and management teams regarding customer status including wins to celebrate and potential issues to be addressed.
Build effective relationships across the company’s Executives and stakeholders.
Develop success plans for customers that outline their desired outcomes, critical success factors, metrics for success, potential issues, and recommendations.
Coach, train and develop the team into top performers through goal setting, planning, and frequent one-on-one interaction
Attract and retain high potential individual contributors to the team.
Lead Critical Incident Management function and serve as the executive escalation point for customer escalations.
Interpret and provide recommendations around the results of the company’s platform and services and continually confirm our customers are achieving their desired business outcomes.
Lead change initiatives, develop staffing plan, and identify, implement, and manage tools related to superior customer services
Build strong relationships with Senior Executives and Owners of the company’s customers.
Develop processes and playbooks that will delight customers in a repeatable and scalable way.
Be the voice of the customer within the company to influence product direction and other strategic decisions.
Collaborate across the organization with Sales, Marketing, Product, and Engineering to address key churn risks and increase customer retention and satisfaction.
Systematically monitor client health and create predictive models for at-risk customers.
Upsell clients to purchase more robust product functionality and where possible, expand their current solutions.
Map customer journey & define segmentation of the customer base and varying strategies for success based on this journey and segmentation.
Process credit cards through merchant services daily
Oversee accounts payable (declined/expired cards & delinquent accounts)
Oversee scripting of new accounts and roll out of new accounts going live
Position Requirements

BS/BA in Business, Marketing, Communications, or related field, MBA a plus.
5+ years of experience in subscription business models and/or Customer Success
Mastery of managing customer relationships, preferably with many small-scale clients.
A confident leader that values humility, hard work ethic and supporting colleagues for the greater good of the team.
Entrepreneurial mindset, high-energy personality, and tangible passion about playing a significant role in a rapid growth organization.
Experience managing numerous, varied accounts with strategy, analytics, digital and creative components.
Proven ability to collaborate and build strong relationships with customers, especially at the Executive-sponsor level.
Proven track record of deploying Customer Success best practices in designing and executing a high-performance customer-centric organization.
Experience hiring, managing, and developing a team who are responsible for the day-to-day execution of customer programs.
Must thrive on building highly effective teams; possess strong people management skills.
Analytically minded, especially comfortable with data, response metrics and trends.
Displays a balance of strategic and tactical skills, with a high level of intellectual agility and emotional intelligence.
An exceptional communicator who can write, present and adjust messages to meet individual audience and organization's requirements.

Competitive base salary + performance-based bonuses
Health insurance, inclusive of vision and dental
Paid training
Interest-free staff loans