Director of Customer Success
Optimove is the Science-First Relationship Marketing Hub, used by over 350 customer-centric businesses to drive measurable growth by scaling customer engagement. We’re obsessed with what drives customer behavior and strive to provide our clients the solution to foster long-lasting customer relationships. The Optimove family is 220 strong, spread over three locations: New York, London and Tel Aviv. If you’re looking to develop your career, get acknowledged for your efforts, and work with dedicated people who love what they do, you’ve come to the right place.
Optimove is seeking a Director of Customer Success for the company’s NYC office. The ideal candidate has a mix of strong relationship management, team leadership, analytical, business and technical skills.
The Director of Customer Success is responsible for mentoring and managing a highly skilled group of CSMs, helping to orchestrate the company’s customer success strategies, building strategic relationships with customers and collaborating with cross-functional leaders in the company to deliver an excellent customer experience.
- Lead a team of Customer Success Managers, which includes onboarding new team members, fostering an environment of collaboration and continuously focusing on improving and developing each team member’s skills
- Provide the front-line relationship for a select group of customers on an ongoing basis, and liaise with external and internal stakeholders as needed
- Develop and implement a framework to minimize customer churn
- Influence customer future lifetime value through high product adoption, customer satisfaction and overall customer health
- Collaborate with cross-functional teams to develop specific short- and long-term account plans that meet the needs of customers and optimize revenue and retention opportunities
- Understand our customers’ business models and industries to best position adaptive insights to support their business goals
- Collaborate with Optimove’s executive team and other internal business leaders to achieve customer success goals and contribute to overall company objectives
- We’re searching for the perfect candidate who will roll up their sleeves and lead the team from inside the trenches. The Director of Customer Success will learn and understand how to onboard a client, effectively demo all Optimove products, take client calls, address the common issues, etc., to fully understand the customer experience and journey.
- Bachelor’s degree required, master’s degree preferred
- 5+ years in customer success and/or account management experience, preferably for a SaaS product
- Experience in team leadership and development, with a focus on accountability, continuous learning and improvement
- Proven experience working with high-profile, strategic customers – experience working with enterprise accounts, a huge plus
- Detail-oriented individual who can think and plan strategically
- A self-motivated, creative, problem solver with a strong work ethic and high energy level who can inspire both team members and customers
- Executive-level interpersonal, project management, verbal and written communication and problem-solving skills
- Travel requirements: up to 20% of the time