Director, Customer Success

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🕒 April 22

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Espresa

WebsiteLinkedInAll Job Openings

51 - 200 employees

🤝 B2B

👥 HR Tech

☁️ SaaS

B2B • HR Tech • SaaS

Espresa is a company providing a global all-in-one solution for enterprise workforce management. The company's offerings include Lifestyle Spending Accounts (LSAs), well-being programs, rewards and recognition, and community engagement. Espresa's platform is designed to support employee well-being and engagement, inclusive benefits, and community building. The company's modular and mobile-first platform allows HR teams to streamline reimbursements, manage employee benefits, and foster a culture of inclusivity and belonging across global workforces. By revolutionizing personal benefits towards a more individualized approach, Espresa enhances employee experience and company culture, making HR teams more effective in their mission to engage and empower employees.

📋 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.

🎯 Requirements

• 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.

🏖️ Benefits

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