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Director of Customer Success, US

| Greater NYC Area

Who We Are

We believe that we can radically change the world of work. We hear from our customers every day that when an organization understands itself better it can create more fulfilling jobs, and grow in ways never before imagined.

Enterprises big and small trust our products to provide visibility and clarity in areas once characterized by hearsay and uncertainty. With the insights delivered by Peakon, these organizations become more agile, responsive, and able to make the changes and investments that their employees care about most.

We’re in the business of creating great places to work, so it should be no surprise that this is our highest priority at Peakon. With ambitions as big as ours, we see individual growth and development as the key strategy for growing our business.

Trust and transparency guide everything we do here. You’ll find an open salary model, unlimited vacation, minimal hierarchy, and maximum freedom to develop and execute your own ideas. Our style of collaboration is based on honesty and friendship, and we always love making new friends...

Who You Are

You know the importance of a company’s culture, and you believe you know what it takes to create great places to work. As a senior manager within the Customer Success team, you will lead a group of CS managers through their daily roles, be the first point of contact for accounts in need and drive the business performance of your team.

You will lead a creative, dynamic and fun team of customer success managers. You will interact daily with HR leaders, company executives and managers to help realize their engagement strategies and build long term relationships with the customers in your portfolio.

You will be working with a product that people love, and a team who know how to balance structured processes with the desire to meet customers’ unique needs. We see this reflected in our customer NPS of above 60, and a transactional NPS for our onboarding experience of above 90.

Responsibilities:

  • Lead a team of dynamic customer success managers with global accounts ranging from SMB to enterprise clients
  • Identify opportunities for growth potential within your customer base and in partnership with the business development team
  • Closely work with your respective customer success managers to nurture your account opportunities and ensure every client is fully realizing the benefits of the product through a direct partnership
  • Be innovative and make an impact: on your customers, on your team, and on the company
  • Creatively work with the product team to bring customer feedback to life with new features and offerings
  • Responsible for ensuring all accounts within your portfolio continue their relationship through renewal
  • Demonstrate exceptional knowledge of Peakon and educate both customer success managers and key account stakeholders on best practices
  • Ensure customer awareness and understanding of all applicable product enhancements and how to incorporate them into their business
  • Accurately forecast renewals and account health/status within internal systems such as salesforce.com
  • Identify risk early and manage internal resources to address customer issues and ensure a full renewal
  • Mentor, train and coach your team of customer success managers
  • Be a strategic business leader by challenging the organization to think from the customer perspective

Requirements

  • 8+ years of relevant work experience in a related Customer Success role with a strong preference to human resources, people operations or engagement management within a technology organization
  • Experience managing and growing high performing teams
  • Ability to present and interact with C-Level teams with ease and professionalism
  • Outgoing and eager to build strong and meaningful relationships with customers and partners in a wide variety of industries
  • A highly quantitative approach to understanding, measuring, and forecasting Customer behavior
  • Comfort and the ability to thrive in an environment of ambiguity and risk that comes during the early start-up phase with an ability to frequently switch gears with ease and solve problems on the fly
  • Superior internal and external communication skills, written and oral communication are critical in this role
  • Experience with Intercom and salesforce.com is highly preferred
  • Analytical and process oriented
  • A keen ability to work across geographies and cultures

Benefits

  • Equity Program
  • 401k w/ match
  • Generous Parental Benefits
  • Unlimited holiday
  • Lunch every Friday
  • Flexible working and travel policy
  • Company wide trips
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Location

Our NYC office is steps from Union Square Park, which means an easy commute (4/5/6/L/N/Q/R/W) and a year round farmers market right out front.

An Insider's view of Peakon

How do you collaborate with other teams in the company?

As a truly global company, cross-functional (and transatlanic) collaboration is essential on a daily basis—whether that’s working with a US-based AD to strategize an account expansion or setting up a customer feedback call with our Copenhagen-based Product team.

Gabe

Enterprise Customer Success Manager

How does your team reward individual success?

Working in Sales at Peakon, one of the best feelings is being able to hit gong in the office when a deal closes. We recognize individual successes in any team at Peakon, though, by sharing them through Slack. Its always really rewarding to see colleagues from around the world celebrating your success as well.

Tony

Senior Account Executive

What are Peakon Perks + Benefits

Peakon Benefits Overview

We’re a team driven by the belief that we can radically change the world of work. We believe – and hear from our customers every day – that when an organization understands itself better it can create more fulfilling jobs, and grow in ways never before imagined. We’re in the business of creating great places to work, so it should be no surprise that this is our highest priority at Peakon.

Culture
Partners with Nonprofits
Eat lunch together
Open door policy
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
We encourage people to arrange their days around their lives, not just their work.
Remote Work Program
While there is no specific program in place, Peakon's flexible remote work policy allows employees to do their best work, wherever that may be (including offices in London, Berlin, and Copenhagen)
Vacation & Time Off Benefits
Unlimited Vacation Policy
We trust you to best manage your time and believe that you know when you need a break. On top of this, we even close between Christmas and New Years!
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
It's important for our entire, worldwide team to come together at least once a year. Barcelona, Lisbon, and Amsterdam are some of the cities we have visited as a whole company to date. Where to next?
Stocked Kitchen
Some Meals Provided
While we try to eat together on a daily basis, every Wednesday, the NYC team sits down for lunch together for Feed Me Wednesday--a highlight of the week.
Happy Hours
Pet Friendly
Professional Development Benefits
Job Training & Conferences
Promote from within
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