Director Of Customer Success

Job details

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Job description

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Slintel is a GTM intelligence platform that helps sales and marketing teams identify and prospect high intent buyers in their market.  We use AI to help GTM teams predict who is most likely to buy their product/service. 

We’re looking for a Director, Customer Success to develop and execute customer centric programs for Slintel's customers to drive retention, growth, and product adoption. This is a great opportunity for someone who wants to help develop a holistic customer success program from the ground up. You will be wearing many different hats: maximizing customer satisfaction, retention, and growth of existing accounts, while building processes and shaping the structure and engagement points of the customer success organization in the post-sales customer lifecycle.

About the Department

Customer Success Managers at Slintel are strong product advocates and maintain ownership of customers, develop new relationships while supporting existing teams to drive adoption, expansion and retention of Slintel throughout their organization. 

Position Summary: Director, Customer Success You will lead and shape the customer success team and recruit, hire, train, mentor and develop new team members. You will carry the net revenue retention goal for the entire team, playing a major part in the ultimate retention and expansion for customers.

As a Director, Customer Success you’ll …

• Build, lead and optimize Customer Success function at Slintel while partnering with Sales, Marketing and Product teams 

• Create a predictable and repeatable motion to scale customer success operations sustainably while maximizing customer value realization

• Undertake customer initiatives that drive retention, growth and adoption

• Create, document and execute on all phases of the customer journey, including: onboarding, 30-60-90 day success metrics, quarterly business reviews, executive business reviews and renewal touch points

• Work with customers to understand their unique goals and business processes as well as provide expert knowledge of Slintel

• Nurture relationships with influential stakeholders and empower them to be Slintel champions

• Jointly serve as the voice of the customer by surfacing key trends and insights back to our product, engineering, design and data teams

• Analyze customer usage in internal data systems to identify, communicate, and act upon both risks and opportunities; proactively drive data-driven, account-focused campaigns to increase customer engagement and product adoption

• Develop and run expansion campaigns for new services and solutions

• Partner internally with our tech team to optimize customer implementations and resolve technical challenges, with the Sales team to advance account renewals and expansion, with the Marketing Team to create collateral and training materials, and with the product team to design ideal offering/features.

• Work closely with leadership to define the growth and hiring strategy for the customer success team 

You’ll thrive as a Director, Customer Success if you:

• Hire, coach and develop the best Strategic CSM team in the industry. • Build a creative and innovative culture, and a passion for providing an exceptional customer experience 

• Create Raving Fans among our customer base!

• Are a self-motivated, proactive team player. You bias for action and work effectively in a highly ambiguous, ever-changing environment.

• Are a driven, process-oriented person. You’re able to effectively balance competing priorities and make decisions that best support Webflow, the team, and the customer.

• Have experience leading and growing a CS team

• Have a consultative approach; ability to navigate complex business needs and requirements

• You have proven success in building trust and driving results for a broad range of stakeholders: C-Suite, senior executives, developers, and day-to-day users of the software.

• Proven record of unblocking relationships, turning detractors into advocates, and driving issues to resolution with great customer satisfaction

• Proven track record of meeting and exceeding quota

• You focus on customer satisfaction and retention metrics while staying empathetic to customer needs and inspiring loyalty and adoption. 

 • You value quality and pay close attention to detail, taking full ownership and pride in your work with a high level of service, responsiveness, and follow-through 

• 8+ years of relevant work experience in building and managing high performing Strategic CSM teams in B2B SaaS companies

 

Slintel is a fast growing B2B SaaS company in the sales and marketing tech space. We are funded by top tier VCs, and going after a billion dollar opportunity. At Slintel, we are building a sales development automation platform that can significantly improve outcomes for sales teams, while reducing the number of hours spent on research and outreach.

We are a big data company and perform deep analysis on technology buying patterns, buyer pain points to understand where buyers are in their journey. Over 100 billion data points are analyzed every week to derive recommendations on where companies should focus their marketing and sales efforts on. Third party intent signals are then clubbed with first party data from CRMs to derive meaningful recommendations on whom to target on any given day.

Our dual missions — one for the world, one for us • For the world: Improve transparency and trust in the B2B ecosystem

• For ourselves: Lead fulfilling, impactful lives. Our core values (how we act) 

• Have Empathy

• Continuously push the barrier

• Make data driven decisions

• Take smart risks

• Have fun at work

 Our commitments to you 

• We’ll pay you! This is a full-time, salaried position that includes equity 

• We’ll invest in your physical and mental well-being with health, dental, and vision benefits and a monthly stipend for health and wellness expenses • We’ll encourage you to take regular vacations … seriously. 

• We offer flexible parental leave 

• We provide remote employees with the equipment they need to create a great remote work environment 

• We will offer you the support you need to help you grow as an impactful Director, Customer Success and a human being 

Ready to apply? If you share our values and enthusiasm for empowering the world, we’d love to review your application! We promise we do take the time and care to review every application we receive. However, as much as we wish we could interview everyone who submits an application, we cannot guarantee an interview or feedback due to the unprecedented volume of applications we are receiving today. We are rooting for you, and hope you do consider applying.