Director of Customer Success

Summary

The Customer Success team is the critical link between our customers and Chatdesk software and operations. You will use your leadership skills to hire and grow our Customer Success team. You will be a key member of the leadership team of a fast growing company. There will be opportunities to travel and work with people from all over the world.

Your impact

  • Set and execute the long term vision, retention goals, and quarterly OKRs for the Success Team
  • Lead, train, coach and grow a team of Customer Success Managers
  • Develop and drive playbooks, trainings, processes, churn mitigation tactics to improve expansion, contraction and churn
  • Create and execute scalable strategies to improve customer engagement, NPS, and retention
  • Implement best practices, tools, process improvements and playbooks to ensure the team is having consistently valuable conversations with customers
  • Continuously raise the bar on what’s expected of Customer Success team members to create a high-performing team
  • Create a happy and healthy culture for our Customer Success team

Our values

  1. Honesty and transparency
  2. Do your best work
  3. Always learning and improving
  4. Empathy

Requirements

  • Cultural add with our values
  • 4+ years experience in building and scaling high performing CSM teams in B2B enterprise SaaS
  • Managed a team of 5+ or more CSMs
  • Demonstrated ability leading a customer-facing team — helping your team prioritize and manage their book of business, develop and drive best practices, and drive deep strategic value for customers
  • Proven track record of owning and hitting team metrics
  • Passionate about developing people and coaching your team
  • High energy leader with excellent cross-functional collaboration skills to drive customer initiatives
  • Desire for continuous learning and improvement with enthusiasm that inspires others
  • Player-coach mentality and willingness to work with customers
  • Excellent written and verbal communication skills, including content creation, public speaking and presentation skills
  • Ability to inspire people
  • Comfortable working in a fast-paced, frequently changing and evolving environment
  • Scrappy and positive team player
  • Last and certainly not least, lover of customer experience!

Preferred but not required

  • Previous experience in Customer Service industry

Perks

  • Competitive salary
  • Stock options
  • Health, Dental and Vision insurance
  • 401(k)

Apply for this position

How did you find out about Chatdesk?
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.