Director, Customer Success

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Espresa

Site WebLinkedInTous les Emplois

51 - 200 employés

🤝 B2B

👥 RH Tech

☁️ SaaS

B2B • HR Tech • SaaS

Espresa est une entreprise offrant une solution tout-en-un pour la gestion mondiale des ressources humaines. L'offre de l'entreprise inclut des Comptes de Dépenses de Mode de Vie (LSAs), des programmes de bien-être, des récompenses et de la reconnaissance, ainsi que l'engagement communautaire. La plateforme d'Espresa est conçue pour soutenir le bien-être et l'engagement des employés, des avantages inclusifs, et la création de communautés. La plateforme modulaire et mobile-first permet aux équipes RH de simplifier les remboursements, de gérer les avantages des employés, et de favoriser une culture d'inclusivité et d'appartenance à travers les effectifs mondiaux. En révolutionnant les avantages personnels vers une approche plus individualisée, Espresa améliore l'expérience des employés et la culture d'entreprise, rendant ainsi les équipes RH plus efficaces dans leur mission d'engager et d'habiliter les employés.

Description

• Take ownership of establishing a structured strategic planning process for the CS team. • Work hand-in-hand with the peer Director of Customer Success to standardize processes, tools, and methodologies, ensuring a unified experience for all CSMs and customers. • Serve as the primary voice of the customer and admin with the Product team. • Build a deep understanding of how Espresa is configured and used. • Maintain a close feedback loop with Product on escalations, bugs, and systemic gaps. • Work across departments to solve key business challenges. • Develop expert-level knowledge of the Espresa platform. • Support CSMs on complex technical questions and configuration challenges. • Partner closely with the Head of Account Management to support a seamless commercial strategy. • Attract, hire, and mentor top talent.

🎯 Exigences

• Proven ability to partner with peer leaders to drive organizational consistency and shared goals. • Able to develop and maintain deep fluency in complex SaaS platform functionality. • Comfortable operating in a technical environment and bridging customer needs with product capabilities. • Capable of supporting CSMs on configuration, integrations, and admin-level challenges. • Equally comfortable in the details as in the strategy. • Able to review data, spot anomalies, catch process gaps, and build systems that don't let things fall through the cracks. • Experienced in translating customer and admin feedback into structured, credible product input. • Solid understanding of the renewal and expansion lifecycle. • Strong ability to manage large, multidisciplinary teams and complex projects with high visibility and impact. • Proven track record building, mentoring, and developing senior team members. • Highly skilled in conflict resolution, breaking down barriers, and building cross-functional collaboration. • Exceptional delegation and process-building skills. • Significant gravitas as a leader with strong internal influence and a commitment to confidentiality and integrity.

🏖️ Avantages

• health, retirement • a Lifestyle Spending Account • generous PTO