As the Director of Customer Success for HowGood, you’ll be responsible for growing and shaping our customer success process and team, and managing relationships with our SaaS clients to drive adoption, renewals, and expansion. You will lead HowGood's customer success initiatives, keep the company focused on customer outcomes, and play a central role in directing the future of the product.

Responsibilities:

• Grow and operationalize the customer engagement for our SaaS platform
• Develop the systems to collect and analyze data and feedback to inform our onboarding and retention strategies, and our product road map
• Serve as the primary contact for the onboarding of new customers, the training of platform end users, as well as post go-live support
• Build relationships with clients as a trusted resource on sustainability and product functionality
• Represent the voice of the customer to deliver product insights to cross-functional teams (Sales, Marketing, Product)

Requirements:

• 4+ years of experience in Customer Success, Account Management, or another client-facing role- preferably for SaaS products
• Experience in working with clients ranging from small to enterprise-level, multi-geographical customers
• Experience with varying forms of customer engagement and development of collateral to support onboarding, education, and ongoing software use
• Strong leadership and communication skills
• Ability to manage projects, create structure, and design effective processes
• Passionate about understanding what drives customer experience and for creating value for clients
• Experience with G-Suite, Asana, and Intercom preferred
• Interest in and knowledge of sustainability or agriculture preferred