Director of Customer Success

October 21

🏄 California – Remote

Although this job is listed in California, this company may be open to hiring remote in other states.

⏰ Full Time

🔴 Lead

🏆 Customer Success

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Wonderlic

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HR Tech • Enterprise

Wonderlic is a company that provides pre-hire assessment and employee development tools designed to help businesses improve talent decisions across the entire employee journey. Their products, Wonderlic Select and Wonderlic Develop, offer predictive insights into cognitive ability, personality, and motivation, helping organizations make informed hiring decisions and boosting employee development. Wonderlic's platform is intuitive and scalable, aiming to eliminate bias and promote fairness in hiring and development processes. By providing role-specific, personalized results, Wonderlic supports HR teams, managers, employees, and candidates in achieving and identifying potential and excellence within workplace environments.

51 - 200 employees

Founded 1937

👥 HR Tech

🏢 Enterprise

📋 Description

• Develop and execute the Customer Success strategy in partnership with senior leadership. • Define key objectives, success metrics, and operating rhythms aligned with company goals. • Build and evolve the CS organizational structure to scale with business growth. • Define and track metrics such as NRR, GRR, adoption, and satisfaction to ensure customer success. • Drive exceptional onboarding, training, and ongoing success through data-driven improvements. • Lead initiatives that drive product adoption, renewals, and account expansion. • Mentor and develop a team of Customer Success professionals, fostering accountability, curiosity, and continuous improvement. • Implement best practices and enablement tools to enhance team performance and customer impact. • Partner with Product, Marketing, and Sales to surface customer insights and drive product and process improvements. • Serve as a customer advocate to ensure their voice informs strategy, roadmap, and go-to-market decisions. • Collaborate with Sales and RevOps to identify and execute growth opportunities across existing accounts. • Ensure CS team members are trained to confidently position additional products and services that align with customer outcomes. • Track and report on key revenue metrics, including Net Revenue Retention, expansion ARR, and renewal rates.

🎯 Requirements

• 5+ years leading B2B SaaS Customer Success or Account Management teams. • Proven track record improving retention, adoption, expansion, and overall customer satisfaction. • Experience implementing scalable processes and transitioning teams to SaaS Customer Success best practices. • Success guiding customers through product transitions, including sunsetting and new product adoption. • Deep understanding of upsell, right-sizing, subscription management, and customer lifecycle strategies. • Strong leadership, coaching, and ability to influence cross-functional teams. • Data-driven mindset with experience in forecasting, metrics analysis, and value-based decision-making. • Excellent verbal, written, and presentation skills with executive presence. • Familiarity with Salesforce, Intercom, Pendo, or similar tools. • Strategic, innovative mindset with a focus on growth, continuous improvement, and customer success.

🏖️ Benefits

• Work from anywhere in the United States • Four-day work week • Generous PTO plus a paid company shutdown from 12/24 to 1/1 • Benefits include medical, dental, vision, 401k with matching, paid new parent leave