Director of Customer Success

🔥 13 hours ago

🇺🇸 United States – Remote

💵 $125k - $150k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 0%

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Feathr

WebsiteLinkedInAll Job Openings

51 - 200 employees

🤝 B2B

📣 Marketing

💰 $5M Venture Round on 2022-03

B2B • Marketing

Feathr is a company that provides modern digital marketing tools specifically designed for associations, nonprofits, and event organizers. Their platform includes features such as website analytics, targeted digital advertising, and influencer marketing, enabling users to unify their marketing efforts effectively. With a focus on adtech and data analytics, Feathr aims to enhance the advertising strategies for its clients.

📋 Description

• Lead Feathr’s Customer Success teams against revenue goals • Establish strategic success plans for customer relationship management • Use product usage and engagement data to identify adoption risks and expansion opportunities • Coach managers and CSMs through account health and pipeline reviews, 1:1s, and performance reviews • Serve as an escalation point and join key customer calls • Report on retention, renewals, and progress toward key targets • Hire for the team and build onboarding and training programs • Collaborate with Sales, Support, Onboarding, Product, and Marketing to improve the customer journey and share customer feedback • Own Customer Success strategy and execution focused on GRR, NRR, lifecycle success planning, and product/service value outcomes • Report to Feathr’s Vice President of Customer Success

🎯 Requirements

• 3+ years of people management in a team leadership role • 6+ years in customer success, account management, and SaaS team experience • Experience running a Customer Success function, or leading on a CS team, at a tech platform • A track record of leading teams against revenue goals like GRR, NRR, and renewals • Bonus: experience building scaled CS teams or one-to-many programs, such as webinars and office hours, that drive adoption across a large customer base • Ability to set strategic direction and develop and execute comprehensive account management plans • Demonstrated success in leading and mentoring account managers • Understanding of how customer health and adoption drive retention • Track record of developing direct reports and building high-performing teams • Ability to use data to forecast renewals, spot trends, and address risk early • Clear communication and ability to build alignment with customers, peers, and executives • Interest in nonprofit organizations and how they make decisions • Candidates must be located within the United States • Candidates must be legally authorized to work within the U.S. • Candidates must answer whether they require current or future employment visa sponsorship

🏖️ Benefits

• 100% Remote work environment • Comprehensive Health, Dental, and Vision insurance • Paid Vacation, Sick Time, and Paid Company Holidays • Fully remote • Full vision, dental, and ~99% health insurance for employees • Sick time off • Vacation time off • Extended Wintr Break • Parental Leave • Wellness Reimbursement Credit • Home Office Stipend • Professional Development Budget • Team hangouts and events • $50,000 annual performance bonus