Director of Customer Success

| 3001 | Remote
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Who are we?

Sealed is a home wellness company on a mission to make homes healthier, more comfortable, and cleaner for the planet. We are transforming energy, finance and home improvement to deliver clean air and comfort with less energy. Sealed modernizes home heating and cooling with upgrades like insulation and HVAC technology. We match the right contractor, cover the upfront costs, and stand behind the work: we only get paid if your house saves energy. Sealed, one of Fast Company’s top ten most innovative energy companies of 2021, is venture backed and headquartered in New York City. Learn more at Sealed.com.

What will you do?

Sealed’s business is built off of a long-term relationship with customers that lasts up to 20 years. As the Director of Customer Success, you are responsible for Sealed reaching new benchmarks of customer satisfaction and delight. You will build a top notch customer support operation and strategize proactive approaches to customer success. 

You will design and build programs that add value for customers over time, ensuring that Sealed is a long-term home wellness partner. You will work closely with the sales and marketing teams to define and execute the communications needed to engage customers and create a continual feedback loop based on their needs.

What success looks like

With a high (and increasing) NPS score, Sealed customers are happy, well informed, and actively referring friends, family, and neighbors. Sealed experiences negative churn, with existing customers working with Sealed to continually improve their home, reducing (and eventually eliminating) their carbon footprint. The rest of the company knows all of the levers of customer success through the customer journey, and are actively working with you to improve the customer experience and ensure value proposition alignment at every step. 

Requirements

  • 7+ years of total work experience, with 2+ years at a high growth company
  • 4+ years of experience in a customer support or customer success role
  • Experience managing a customer support operation with a complex, high volume product
  • Experience working with cross-functional teams to meet customer success metrics
  • Demonstrated impact on key customer support and customer success metrics in a Series A-C stage business
  • Familiarity and proficiency with standard customer support systems (Zendesk, Salesforce, Intercom, etc.)
  • Excellent written and verbal communication skills
  • Bachelor’s degree or higher

Nice to have

  • Experience building a customer support function from the ground up
  • Intermediate or above excel skills
  • Knowledge of home improvement or weatherization
  • Familiarity with basic energy and financial terms/concepts

About you

  • You are hardworking, resourceful, and gritty: when you have a goal, you find a way to meet it
  • You are compassionate and empathetic: you know how others are feeling and have an instinct for how to communicate to a wide range of personality types
  • You are comfortable asking hard questions to get to the root of a problem and creatively solve it 
  • You have excellent written and verbal communication skills, including an ability to simplify complex quantitative concepts 
  • You love helping people with their problems and are not satisfied until all of your customers are satisfied
  • You can’t stand waste. Whether it’s energy waste or wasted time, transforming waste to value is in your DNA

Compensation/Benefits

  • Competitive salary
  • Unlimited PTO
  • Stock options
  • Health benefits
  • Paid family leave 
  • Flexible work environment: work from headquarters office in NYC or remotely from anywhere within the US
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • PythonLanguages
    • ScalaLanguages
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • InDesignDesign
    • AsanaManagement
    • WordpressCMS
    • SalesforceCRM
    • OutreachCRM
    • HubSpotEmail
    • HubSpotLead Gen

Location

Centrally located for an easy commute from all NYC boroughs and commuter towns. Only steps away from Bryant Park for a fresh air break.

An Insider's view of Sealed

What’s the vibe like in the office?

Our office environment encourages collaboration and team building between departments and individuals. Sealed promotes healthy living in and out of the office with yoga classes, work out clubs and going to the bar! We also have plenty of office dogs to go around!

Matt

AE Manager

How do you collaborate with other teams in the company?

I try and create opportunities to have both casual and meaningful interactions with the rest of the team. During on-boarding, I give a presentation to all new Sealed members giving the history of the company and the potential we have to make a large energy and environmental impact.

Andy

Founder and President

How does the company support your career growth?

I have grown a lot in 1 year at Sealed generally, and I have improved my sales skills enough to be promoted from SDR to AE. Sealed loves to invest in their employees and promote from within. Management is always willing to meet with people to discuss their career goals and help lay out the expectations for ways you can advance.

Justin

Account Executive

How do you empower your team to be more creative?

Whether addressing complex industry-wide challenges or addressing dilemmas in our business’ day-to-day, we encourage our team to seek to understand the root causes of problems, and to try solutions from new angles. Being curious, inquisitive, and persistent in overcoming obstacles are central values at Sealed.

Lauren

CEO and Cofounder

What makes someone successful on your team?

It's not hard to be successful when you truly believe that what you're working towards: helping people be more comfortable and healthy, all the while bettering the environment. This belief in the product, paired with determination and hard work makes someone successful at Sealed.

Jan

Operations Analyst

What are Sealed Perks + Benefits

Sealed Benefits Overview

Unlimited PTO and generous healthcare plans (including vision, dental and life/disability options).
Remote work options (within the US) available for most roles.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Fun Committee!
Open door policy
Team owned deliverables
Team based strategic planning
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Vacation & Time Off Benefits
Unlimited Vacation Policy
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Sealed hosts company outings monthly! Some favorites have been ping pong tournament, Mets games, and a Zoom visit with a hippo at the zoo (during quarantine)
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Professional Development Benefits
Job Training & Conferences
Promote from within
Time allotted for learning
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