Director of Customer Success

| Greater NYC Area | Hybrid
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Company Description

At Hyperscience we develop and deliver intelligent solutions to automate manual document processing for global financial services, insurance, healthcare, and government organizations. Founded in 2014, our solution extracts handwritten, cursive and printed typed text at better-than-human levels of accuracy and automation that get better over time. By streamlining operations and reducing the costs associated with data entry, we enable some of the world’s largest companies to improve customer service and drive new business opportunities.

With more than $50 million raised to date, we’re growing quickly and looking for individuals to join our team and make a difference in our organization and for our customers.

Job Description

The Customer Success team at Hyperscience acts as the customer’s trusted advisor and advocate, building and growing an ongoing healthy relationship with each customer. Team members are responsible for implementing our software, preserving our current business, opening doors for additional opportunities, and growing our customers into life-long Hyperscience advocates. The team is split in three verticals: Implementation, Customer Success Management, and Support. The Director of Customer Success defines and leads the team that owns customer success management and account management.

We are growing at an extremely fast rate. The Director of Customer Success will work closely with the Director of Implementation and VP of Customer Success to build highly repeatable processes that will allow us to scale. Our customers are the largest of large enterprises and government organizations in the US and our contract values are equally large. As a result we need a leader who can lead a team of CSMs responsible for partnering with executives at large companies to transform how they work.  

This is a full-time position located in downtown New York City reporting to the VP of Customer Success.

Responsibilities

  • Lead, scale, and manage a team of Customer Success Managers based in New York to service all Hyperscience global customers
  • Quickly scale team to keep up with sales progress; attract, retain, and enable exceptional talent
  • Structure measurable KPIs around client health, retention, product implementation and adoption
  • Partner with product, engineering, sales and marketing to ensure positive customer outcomes
  • Partner closely with Product to offer an ever-evolving feedback loop to deliver increasing value to our existing and future customers
  • Design and launch critical programs to improve customer experience and operational efficiency
  • Provide business analytic strength to help drive initiatives critical to ongoing growth
  • Foster an environment of collaboration and ongoing learning within the team and across the customer lifecycle
  • Partner with the Sales and Implementation teams to optimize a seamless customer launch program
  • Execute 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
  • Liaise with Product and Engineering on identification/tracking of customer requirements
  • Improve upon our existing approaches to customer engagement and account management

Qualifications

  • 5+ years experience in a leadership function owning Customer Success or Professional Services in high growth, SaaS or recurring revenue technology companies, experience with on-premise software preferred
  • An experienced, respected leader who can operate and communicate with stakeholders (internally and externally) at every level
  • High emotional intelligence, including curiosity, empathy, self-awareness, and integrity
  • Passion for solving customer problems, and always in the mindset of improving the customer experience thus creating ‘negative churn’
  • Experienced and respected leader who can quickly and thoughtfully scale a Customer Success Management team, working collaboratively with Support and Implementation
  • Ability to interact with enterprise customer teams at various levels of technical and non-technical depth 
  • Machine learning experience is a plus
  • Excellent communication skills, can influence and motivate both customers and internal stakeholders
  • Startup experience preferred

Benefits & Perks

  • Top notch healthcare for you and your family
  • 30 days of paid leave annually to help nurture work-life symbiosis
  • A 100% 401(k) match for up to 6% of your annual salary
  • Stock Options
  • Paid gym membership
  • Pre-tax transportation and commuter benefits
  • 6 month parental leave (or double salary to pay for your partner's unpaid leave)
  • Free travel for any person accompanying a breastfeeding mother and her baby on a business trip
  • A child care and education stipend up to $3,000 per month, per child, under the age of 21 for a maximum of $6,000 per month total
  • Daily catered lunch, snacks, and drinks
  • Budget to attend conferences, train, and further your education
  • Relocation assistance

We are an equal opportunity employer. We welcome people of different backgrounds, experiences, abilities and perspectives. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

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Location

Our New York City office is located on the 45th Floor of One World Trade. Incredible views, open floor plan, and minutes from the Subway & PATH.

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