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Director, Customer Success Management

| Greater NYC Area
Bluecore is seeking a Director of Customer Success to join the Customer Success Management Team. As Director, your goal is to lead your team in exceeding the targets that have been established for client retention, growth and satisfaction as well as product adoption. You will play a critical role in improving the overall efficiency of the team without sacrificing the customer experience. This role requires a holistic approach to the customer lifecycle, including providing guidance and leadership, ability to consistently communicate our value, and early identification and resolution of at-risk customers. You will work cross-functionally with all departments, having to manage priorities between teams and constantly collaborate to complete tasks and deliver results.
Bluecore’s email marketing solution solves the missing piece of the performance puzzle: The ability to respond to customer behaviors with triggered and individualized communication. Hundreds of brands and retailers, including Teleflora, Vineyard Vines, Staples and Best Buy Canada, use Bluecore to drive increased revenue with less effort by connecting customers to the products they’ll love. Backed by FirstMark Capital and Georgian Partners, Bluecore is one of the country’s fastest growing SaaS companies.

Responsibilities

  • Implementing new strategies to drive customer retention, as well as identifying growth opportunities, improving adoption rates, customer advocacy and overall customer satisfaction
  • Building processes and programs by segment to scale how we service our customers with the goal of reducing the overall percentage of revenue of the CSM team
  • Managing the financial and headcount budget and making recommendations for organizational change when needed
  • People leadership. This includes:
  • Coaching and driving performance of each person on the team
  • Developing future leaders and creating a promotion plan
  • Effectively managing your leadership team
  • Owning the hiring process for your team
  • Reviewing the compensation philosophy with plans to correctly align and incentivize CSMs with VP
  • Standardize team processes and procedures for consistency across the team
  • Implement training curriculums with the team leads and managers
  • Establishing goals, action plans, playbooks, and key metrics for CSM teams in different customer tiers
  • Monitoring the customer health of all accounts and sponsoring select accounts
  • Building strong relationships and collaborate cross-functionally to drive market readiness, sales handoffs, customer marketing, enablement, services deployment, product improvements and effective support
  • Leading strategic, cross-functional initiatives such as customer journeys, maturity models, voice-of-customer, and product feedback
  • Assist in managing the scope of Services purchased and assist in developing processes for the CSM to provide clients with the appropriate services

Requirements

  • BA/BS degree
  • 10+ years experience related to SaaS, digital marketing and/or e-commerce
  • Digital marketing and/or MarTech experience required
  • Email Service Provider (ESP) experience is a plus
  • Retail marketing experience is a plus
  • Experience coaching, leading and hiring a top performing team
  • Exceptional organizational and prioritization skills
  • Proactive, energetic attitude and desire to work in a results-oriented and deadline-driven environment
  • Desire and ability to manage multiple relationships at a time
  • Motivated, tenacious, and resourceful
  • Excellent interpersonal and communication skills
  • Understand the value and challenges of working in a fast-paced environment

Benefits

  • Highly competitive compensation package including salary and equity as well as the opportunity to work for one of the fastest growing marketing technology companies
  • Comprehensive medical, dental, and vision insurance
  • 401(k) plan
  • Monthly fitness stipend for a gym membership or fitness classes
  • Monthly public transportation stipend
  • Generous Parental Leave & flexible vacation policy

At Bluecore we believe in fostering an inclusive environment in which employees feel encouraged to share their unique perspectives, leverage their strengths, and act authentically. We know that diverse teams are strong teams, and welcome those from all backgrounds and varying experiences. Bluecore is a proud equal opportunity employer. We are committed to fair hiring practices and to creating a welcoming environment for all team members. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, familial status or veteran status.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • ReactLibraries
    • ReduxLibraries
    • MemcachedDatabases
    • RedisDatabases
    • SQLiteDatabases
    • Google DatastoreDatabases
    • Google BigQueryDatabases
    • Google Cloud SQLDatabases
    • MixpanelAnalytics
    • InVisionDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • WrikeManagement
    • WordpressCMS
    • SalesforceCRM
    • IntercomEmail
    • MarketoEmail
    • MarketoLead Gen

Location

Located in NYC’s historic FiDi, our dynamic pre-war office emulates our exciting vibe as an industry leader and progressive destination workplace.

What are Bluecore Perks + Benefits

Bluecore Benefits Overview

At Bluecore we offer a comprehensive array of class leading employee benefits and perks, in line with the strong value we place on people and culture.

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Our flexible spending plans assist employees with out of pocket medical and dependent care expenses, while also offering a pre-tax benefit to lower their tax liability each year.
Disability Insurance
Bluecore provides both long-term and short-term benefit plans, fully paid by the company, in supplement to any state plans that may be in place.
Dental Benefits
We offer a national level PPO dental plan with a vast network of providers and which covers all preventative maintenance and two cleanings each year.
Vision Benefits
We offer a national level vision plan, with options to use an allowance each year towards contacts or frames and lenses, with very low employee cost.
Health Insurance Benefits
We are currently offering a national level health plan, offering an extensive network of providers and provide three different coverage lines to best need the individual needs of employees.
Life Insurance
Each employee is provided a $50,000 Life and AD&D policy, with the option to purchase supplemental coverage at steeply discounted rates.
Wellness Programs
We offer programs to expense back the cost of gym and fitness memberships as well as a data driven weight loss program sponsored by our health insurance provider.
Retirement & Stock Options Benefits
401(K)
Bluecore's 401(k) retirement plan offers a broad selection of stocks, bonds and international index funds to choose from.
Company Equity
Employees are offered options at the time of hire and based on performance, giving a sense of ownership in the company.
Performance Bonus
Select positions are eligible for performance based awards in the form of bonuses, which varry by department and position.
Child Care & Parental Leave Benefits
Generous Parental Leave
We offer a generous 120 day parental leave policy for either new parent to spend time with their child.
Flexible Work Schedule
We believe that each employee is most productive at different times, we allow employees and their managers to develop work schedules that align to both the needs of the business and the employee.
Family Medical Leave
We have generous leave policies which work in tandem with federal and state laws to allow employees to care for family as the need arises.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Whether taking a break to tend to personal matters or time away to rest, our PTO vacation time is uncapped.
Generous PTO
Bluecore has an amazing (unlimited) PTO policy that provides our people the flexibility to take the time they need to live a balanced and fulfilling life.
Paid Volunteer Time
As part of our generous PTO plan, we also allow and encourage employees to take time off to volunteer for causes within our community and those which resonate with their interests.
Paid Holidays
In addition to our generous PTO policy we also provide paid time off for all major holidays.
Paid Sick Days
In line with the PTO philosophy paid sick time is granted as needed, un capped and no annual balances.
Perks & Discounts
Casual Dress
Our dress code is flexible, including shorts, t-shirts and other casual attire to change with the weather and allow employees to dress up when needed and down when appropriate.
Commuter Benefits
We allow all employees to expense up to $121 per month to assist with their commuter costs. We also offer a pre tax commuter plan in line with IRS regulations to assist with the tax burden.
Company Outings
We offer multiple company events from holiday parties, trivia nights, team outings and in house social events on a regular basis. In addition to in house food contests to let culinary flags fly.
Free Daily Meals
We provide free daily catered lunches in addition to a fully stocked kitchen with snacks and breakfast items.
Stocked Kitchen
Our kitchen provides a wide assortment of beverages, snacks, fruits, breakfast items and other surprise treats on a weekly basis.
Happy Hours
We just launched monthly interdepartmental happy hours for the summer-- a great opportunity for our employees to get to know each other in a casual environment!
Recreational Clubs
As hard as we work we know that relaxation and self care are critical to happiness and success. We host regular board game nights, soccer club, and tennis outings to name a few
Fitness Subsidies
We offer programs to expense back the cost of gym and fitness memberships.
Professional Development Benefits
Job Training & Conferences
Bluecore University is our in-house training program dedicated to advancing our teams. Courses range in depth and are on subjects like Growth Mindset, social styles, and leadership frameworks.

Additional Perks + Benefits

What makes Bluecore extra special is the comprehensive nature of our benefits. Our company is not only focused on professional development but on physical and mental well being as well. Bluecore truly cares about the whole employee.

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