ActionIQ
Our mission is to unlock the power of data to transform customer engagement and create authentic human connections.
New York, NY
Hybrid

Director, Customer Success

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ActionIQ is building the next-generation data infrastructure for the CMO. As Marketing becomes more data-driven, and CMOs more sophisticated, a new market for data-first Marketing Applications is inevitable and requires a complete rethink of the traditional Marketing tech stack. ActionIQ is a pioneer in this emerging space pursuing a multi-billion dollar opportunity.

You will have the opportunity to join our very fast-growing company as a Director of Customer Success. Assigned to some of our Fortune 500 customers, this role is responsible for ensuring client success against account objectives, strategies, and milestones, while maintaining the necessary executive communication channels to demonstrate value against mutually agreed upon success criteria. Customer Success will own the strategic adoption and post-sales strategy to fortify a foundation for both gross retention and upsell growth. This role will represent the entire range of ActionIQ products and services to assigned customers and will lead the customer’s adoption and value realization -- ensuring the needs and expectations are being met by the ActionIQ product and service offerings.

The Director of Customer Success will partner closely with our Account Management, Field Engineering/Professional Services and Sales teams to ensure the overall successful adoption, usage and value realization within the customer organization.


About the Team:

The Customer Success organization at ActionIQ plays a critical role in maturing our customers while laying the foundation for ongoing growth to maintain ActionIQ’s leadership position in the CDP category. Customer Success will cultivate partnerships across the ActionIQ family with our customers to solve customer business challenges and innovate. ActionIQ is a customer-centric approach. You will join a highly collaborative team of high performance,results oriented professionals who all want to win.


One year from now you will have:

  • Established and aligned on Success Criteria for your clients’ programs
  • Developed/Trained Customer Success Managers and Analysts
  • Become a trusted advisor to key stakeholders within your accounts across Marketing, CX, IT, and Data
  • Collaborate with ActionIQ product and engineering teams to align our roadmap with growth and valuable priorities


Responsibilities:

  • Maintain post-sales relationships across key stakeholders and executives to ensure strategic adoption of ActionIQ
  • Define success metrics and ensure the roadmap is inclusive of ActionIQ’s activations to drive business objectives and ROI for your customer base
  • Coach a team of Customer Success Managers with a results-oriented approach, leveraging relationships and a deep understanding of how your customers can grow with ActionIQ
  • Meet targets & KPIs for assigned accounts, including referenceability, advocacy and collaboration on strategic objectives
  • Proactively assess, clarify, and validate customer success metrics on an ongoing basis
  • Lead solution development efforts that best address customer needs, while coordinating the involvement of all necessary company personnel
  • Provide feedback to the product & executive teams on potential innovations that can enhance customer value in the future

Requirements

  • Bachelor's degree required – MS/MBA or applicable advanced degree a plus
  • 7-10 years of Customer Facing experience and 5+ years of People Management required, preferably in the Fortune 1000 space, in roles such as: consulting, sales, support customer success, account management, consulting, or client service role
  • Client Facing experience in complex technology, MarTech or SaaS required
  • Experience in complex accounts where multiple stakeholders make decisions around scaling and enabling different business units on your platform
  • Proven experience managing client relationships, especially concerning sensitive issues, and effective problem solving; ability to analyze problems and produce a viable solution as well as drive urgency around prioritisation of KPIs
  • Experience working with agencies/third parties on data strategies and collaborating with partners preferred
  • CRM account management or sales experience a plus
  • Flexible management style and ability to multi-task and work well in a fast changing environment
  • Willingness to travel up to 40% of the time when back in office initially with the potential to make the role more geographically focused in the future

Benefits

  • Work with a fun, inclusive, and smart team of people as we build a NYC-based enterprise software company!
  • Competitive compensation package, including significant equity component
  • Backed by top-tier VCs (Sequoia, Andreessen Horowitz, FirstMark Capital)
  • Top notch health insurance benefits, including 12 weeks paid parental leave for both parents.
  • We are currently working remotely due to COVID-19, but we will be opening a beautiful new office right on Madison Square Park! All NYC-based employees will have the option to return to the office 3 days per week beginning after Labor Day on an “opt-in” basis. We plan to officially reopen our office in the beginning of 2022.
  • Check out our latest blog about our return to work here.
  • Work from Home stipend to optimize your set up.

ActionIQ is committed to building an inclusive, equitable, and diverse organization. We embrace equal opportunity for all applicants and seek to foster a culture of belonging for our employees. We recognize and appreciate that the more inclusive we are, the better we will function as a team. AIQ welcomes qualified applicants of any race, color, ancestry, religion, sex, national origin, gender identity, gender expression, age, marital or family status, disability, military veteran status, and any other status or background. Join us on our journey to build a product that will help our customers deliver memorable experiences that will drive loyalty and growth.

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What are ActionIQ Perks + Benefits

ActionIQ Benefits Overview

We offer benefits catered to the whole person, from top of the line healthcare coverage and wellness programs to employee experiences and professional development opportunities, our employees are at the center of all that we do. As an Actionite, you’ll have the opportunity to explore, enhance and expand your skill set through conferences, workshops, experiential learning, cross-team collaboration and more.

We operate in a hybrid model for our NYC based employees (in office: M, W, Th and remote: Tu, Fr) along with two remote seasons during the year where our employees can work from anywhere.

Culture
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Hybrid work model
In-person all-hands meetings
Bi-weekly meetings where we all come together to learn more about the latest in the organization from leadership and colleagues.
In-person revenue kickoff
Flexible work schedule
Our working hours are 10-6pm EST but this is flexible based on your location and your team’s ways of working.
Remote work program
For employees who are not fully remote we offer two remote seasons during the year where all employees can work from anywhere. https://www.actioniq.com/blog/actioniqs-new-ways-of-working
Diversity
Documented equal pay policy
Hiring practices that promote diversity
Structured hiring processes and practices, Diverse hiring panels, Gender decoder for job descriptions, Interview training for all hiring managers and teams
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Provided through Navia
Disability insurance
Dental insurance
Two plan options through Guardian.
Vision insurance
Provided through Guardian/VSP XPHealth vision discounts
Health insurance
Choice of four EPO & PPO plans through Anthem BCBS
Life insurance
Wellness programs
One Medical Membership, Gym Reimbursement through Anthem BCBS
Mental health benefits
Employee Assistance Program (EAP) Care Concierge Spring Health
Financial & Retirement
401(K)
Provided through Empower Retirement. Sofi and Origin Financial (personal finance and financial planning tools)
Company equity
Equity options are granted to our employees and executives upon the date of hire. Options are fully vested after 4 years of employment.
Charitable contribution matching
Employee donations of up to $500 per fiscal year will be matched.
Child Care & Parental Leave Benefits
Generous parental leave
All new parents are eligible for 12 weeks of 100% paid parental leave following a child’s birth.
Family medical leave
ActionIQ provides all qualified employees with 4 weeks paid leave to care for a seriously ill family member (child, spouse, parent, sibling, or registered domestic partner).
Vacation & Time Off Benefits
Generous PTO
We have a flexible PTO policy and encourage employees to take PTO to maintain work-life balance. We trust employees to communicate time off so colleagues feel supported and prepared.
Paid holidays
Company-wide vacation
Every year the company is closed from December 24th through the 1st of the year for a winter break.
Office Perks
Commuter benefits
Provided through Navia
Company-sponsored outings
Free snacks and drinks
Fully stocked kitchen at 11 Madison Ave.
Some meals provided
Family style and boxed style lunches provided Mon, Wed, Thurs.
Company-sponsored happy hours
Bi-monthly social hours following All Hands Meetings
Meditation space
Mother's room
Professional Development Benefits
Job training & conferences
ActionIQ offers employees professional development opportunities like Onsite training courses and the ability to attend job related conferences and seminars.
Lunch and learns
We set aside time for our employees to learn from each other, gain perspective, and foster an environment of curiosity. (Culture Talks, Curiosity Series, Data Bytes)
Promote from within
Online course subscriptions available

Additional Perks + Benefits

From covering the cost of a One Medical membership for all employees to ensure quality, affordable and accessible health care to commuter benefits and a company-wide winter break, ActionIQ offers perks that take care of the whole person and their families.

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