Director, Customer Success - East at TripActions

| Greater NYC Area
!Sorry, this job was removed at 9:28 p.m. (EST) on Thursday, March 12, 2020
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

As the Director of Customer Success - US East, you will be driving a team to perform new business growth, customer success and retention. You will be responsible for scaling the team responsible and onboarding, launching, and managing our Eastern US based customers. It will be crucial for you to guide and help our customers succeed with our platform and ensure they receive maximum value from our solution throughout their lifecycle.

You’ll be responsible for enabling your team to understand customer requirements, implement and onboard new customers, conduct product trainings, drive adoption and retention, and ensure ongoing satisfaction through relationship management.

This role will report into the Global VP of Customer Success and works with stakeholders across the company in Sales, Support, Marketing, Product, Engineering, and Finance.

Your overall success will be measured on customer adoption, customer satisfaction, and customer retention.

RESPONSIBILITIES

  • Lead, scale, and manage a team of Customer Success Managers based in New York to service Eastern US based customers
  • Design and launch critical programs to improve customer experience and operational efficiency
  • Segment & tier portfolios, and design service strategy to optimize resource allocation
  • Provide business analytic strength to help drive initiatives critical to ongoing growth
  • Create telemetry to measure and optimize end-to-end customer lifecycle
  • Foster an environment of collaboration and ongoing learning within the team and across customer lifecycle
  • Partner with the US-East sales team to optimize a seamless customer launch program
  • Executive analysis of customer health to drive satisfaction, adoption, retention, and reduce churn
  • Maintain a deep understanding of our product and speak with customers about the most relevant features/functionality for their specific requirements
  • Liaison with Product and Engineering on identification/tracking of customer requirements in-region
  • Improve upon our existing approaches to customer engagement and account management 

QUALIFICATIONS

  • Bachelor’s degree
  • Prior experience leading and/or building a customer success (or equivalent) function
  • 5+ years of management experience in Customer Success, Account Management, or related customer-facing position within a rapidly growing SaaS company or high growth technology company
  • Proven track record of conducting quantitative analysis to derive insights and implement growth strategies
  • People management and development; demonstrated leadership through accountability, continuous training and coaching
  • Be able to prioritize tasks and initiatives in a fast-paced environment, as well as problem-solve
  • Attention to detail is a must
  • Passion for travel and focusing on the customer experience
  • Experience working with C-level client executives is a must
  • High energy, go-getter with fresh ideas who takes the initiative to get things done
Read Full Job Description
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Location

408 Broadway Floor 3, New York City, NY 10013

An Insider's view of TripActions

What’s the vibe like in the office?

A little openness goes a very long way and at TripActions I feel comfortable enough to express myself thanks to level of transparency of experiences in such a short amount of time which inspires me to do the same each day.

Roni Romo

Field Marketing Manager, East

What does your typical day look like?

My typical day starts with a team meeting to set the tone/pace for the day. Next I typically cold call for a few hours. Lastly I end my day with prospecting and setting up the next day with people I'd like to reach out to.

Kadeem Johnson

Sales Development Representative

How has your career grown since starting at the company?

TripActions has allowed my career to grow in ways I could have never imagined. I started off as an SDR having no prior sales experience, to being promoted twice, and now becoming an AE all in the span of 9 months.

Dan Ahn

Account Executive

How do you make yourself accessible to the rest of the team?

Sitting with my team is essential. Outside of our weekly team meetings and 1:1s, I have a rule that if I am at my desk, I can be interrupted. Even if my headphones are in and I am working on something, if I am not in a conference room, my team knows I am free to help with anything.

Sam Vaughn

Manager, Sales Development

What are some social events your company does?

A really awesome social event we did last year was we had the entire company flown out to our Headquarters in Palo Alto for 3 days to celebrate our 4 year anniversary and get to know employees from across the globe.

Gianna Dossa

Senior Talent Acquisition Partner

What are TripActions Perks + Benefits

TripActions Benefits Overview

Competitive salary
Health: Medical, dental and vision
Food: Catered meals and drinks
Stock: Be invested in our future
Savings: Take advantage of our 401K matching
Travel: $2000 personal travel stipend to use on the app every year
Commuter benefits: Pre-tax benefit plus a $1000 yearly transportation stipend
People: Friendly, nice, and smart coworkers
Work/life balance: Take time off when you need it with an open vacation policy.
Location: WeWork located in the heart of Soho

Culture
Friends Outside of Work
Eat Lunch Together
Open Door Policy
Open Office Floor Plan
Diversity
Unconscious Bias Training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Some Meals Provided
Pet Friendly
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Lunch and Learns
Promote from Within
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Save jobView TripActions's full profileSee more TripActions jobs