Director, Customer Success Management

| Greater NYC Area | Hybrid
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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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While we have currently transitioned to remote work, we continue to keep our vibrant culture alive and our customer focus stronger than ever!

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