(REMOTE ROLE)
Working directly with the largest customers in the beverage alcohol supply chain, SevenFifty’s first Director, Client Engagement and Retention will lead our new (and growing) Client Success functional area that spans thousands of customers and multiple business units. 

We are looking for someone to scale the CS team, crafting a best-in-class customer experience. You will build and grow squads of Client Success Managers charged with engaging and nurturing the wineries, distilleries, breweries, importers, and distributors that power the $250B US beverage alcohol market.  If you’re ready to put your cross-functional Client/Customer Success leadership skills to work, this role is for you. You can be located anywhere in the U.S. and will report directly to our Chief Strategy Officer, Adam (LinkedIn). 

If you are uncertain whether you are qualified, especially if you are a woman, LGBTQ+, gender-diverse, or of an under-represented minority, apply! We would much prefer to have an extra application to consider, rather than that you screen yourself out.
Learn more below.
What you’ll do:

• Analytical leadership: Munge, compile, and pivot your way to answers and insights using Excel, Looker, exports from Hubspot, and more.
• Full-cycle Client Success: Run initiatives from ideation to delegation, to maintenance and optimization. 
• Management/Coaching: You won’t just be finding answers, you’ll be managing a team already putting them into practice (designing processes, writing Standard Operating Procedures, building out tools, training, etc).
• Operate as an autonomous cross-functional expert in your field. What this looks like with: 
  • Product: Close the feedback loop from the customer to the product roadmap. 
  • Sales: Ensure we are acquiring high-quality customers with a profile that is highly correlated with success. (Identify the highest quality customer segment and make sure we’re replicating that consistently) 
  • Marketing: Develop scalable communication channels and programs to create a cohesive customer experience from lead to evangelist.
  • Customer Operations: Partner with support and client implementations/onboarding teams to form the “A-team” for your customers. 

Consider:

• Identify root causes of churn. What is the disease if churn is the symptom? 
• How might you design CS programs that achieve the appropriate level of engagement, utilizing a mix of mass communication channels and individual touchpoints and trainings?
• Think across business units: how can you leverage network effects of a complex ecosystem to deepen the customer experience? 

You'll have:

• 5+ years relevant work experience, including 2+ years managing people, ideally at a growing SaaS company.
• Empathy: Help design an experience that achieves the customer’s desired outcome in a way that is an appropriate experience for that customer.
• Perspective: Transition between high-level strategic thinking and day-to-day operations with ease. 
• An analytical approach to problem-solving: Bring structure to ambiguous functions/situations, using data to answer questions. 
• Organization: Manage multiple projects simultaneously across business units.
• Leadership: Motivate, coach, develop, and mentor a cohesive team in a remote setting. 
• General management skills and experience: Hire, train, set goals, track performance. Manage up and across by executing best practices in measurement, forecasting, account assignments, and resource planning, etc.
• Collaborative approach: Work alongside Sales, Onboarding, Marketing, and Support to ensure customers are being effectively engaged.
• Self-Discipline: The ability to hold yourself accountable for your time in a fully remote environment.

You do NOT need:

• Pedigree of a top university or tech company 
• A background in 100% CS. If you’ve done sales, product marketing, or support in addition to CS,apply! 
• An address in or around New York City. 
• Any equipment – we’ll provide a MacBook and monitor and many tools to do your work.
• To drink alcohol! Many of our colleagues do not.
• A background in beverage alcohol; it’s a plus but not required.

More about us:

• We are a 90-person community distributed across the US.
• We maintain East Coast core hours, 10 am - 5 pm EST.
• Our current CS team is comprised of beverage industry professionals, Kristen (LinkedIn); Linda (LinkedIn).
• We communicate via Slack, Zoom, and email; our CS team uses Asana to project manage. Marketing is via Hubspot.
• We have four business units: Supplier; Ads & Partnerships; Distributor; Storefronts. This functional area will span all four.
• Our #parents Slack channel currently has 20 members who have ample leeway to balance their work time against taking care of their families.
• We have a wide range of opt-in social events, lunch-n-learns, and special interest groups to ensure everyone has opportunities to connect and develop in a remote environment.

We are:

...90-ish people and growing fast.

...doing our best to make a difference. Read more here. 

...former hospitality professionals and start-up veterans.

...distributed; we work remotely and gather together a few times each year.

...social! We meet for team weeks, wine tastings, and lunch n’ learn sessions.

...eaters and drinkers who love to discuss food and beverage.

...changing an industry. Read more here.

...one of Built In NY’s “Best Places to Work” 2021!

Find out what it's like to work at SevenFifty here.

Perks & benefits:

• 100% paid individual medical, dental, and vision via Justworks and Aetna.
• Meaningful equity in an industry-changing organization.
• Unlimited vacation to rest and recover (we average 3-weeks OOO as a company).
• Learning opportunities (like a professional certification from WSET).
• Flexibility to work where you want, so long as you’re meeting your goals.

Our values:

• Light the way: Inspire others with your vision for success.
• Open the door: Ask, listen, and empower others.
• Stir it up: Embrace experimentation and bring new ideas to life.
• Keep the glass full: Do more than is expected, for yourself and for others.
• Respect the craft: Commit to excellence and integrity in your work.

We are an equal opportunity employer. What does that mean at SevenFifty? We:

• Give each team member an equal opportunity to develop and grow into a leadership role.
• Acknowledge our shortcomings and try to do improve our company and our industry.
• Elevate BIPOC voices in our industry publication, SevenFifty Daily. 
• Do not discriminate against candidates or employees on the basis of race, religion, color, national origin, gender, sexual orientation, marital status, veteran status, disability status, or socioeconomic status. 
• Have regular, sometimes awkward, conversations about diversity, equity, and inclusion in our employee resource group, SevenFifty Community.
• Are honest and recognize that our company isn’t as diverse as it should be. We’re trying to change that.