We're seeking a mid-level person to join us as the Director of Customer Success. This is a hands-on role with the possibility of building out a team as the company grows. Our clients are Chief Information Officers (CIOs), Deputy CIOs, Agency Leaders, and Procurement Officials inside the government. Many are working on the most compelling problems facing the government today - including how to respond to COVID-19, wildfires, and other natural disasters.
Our ideal candidate will be smart, focused, detail oriented, empathetic with great listening skills and the ability to absorb complex information and make it immediately actionable. You will be taking the lead and using your initiative to help our clients understand how best to use our winning products to save them time, money, and provide greater access to the technologies the government needs. Exposure to customer success and/or sales, business development, the public sector or consulting is ideal. This is a great position for someone who is energetic, smart, empathetic, and ambitious; this person will join and inspire a team of like-minded go-getters as we work to make our products the standard for government CIOs, agency leaders, and procurement officials.
Overview
We are looking for a Director of Customer Success to do hands-on work as needed to drive renewals, upsell- and cross-sell revenue. You will take charge of our government clients, build customer satisfaction, and manage cross-sell, upsell, and retention.
As the Director of Customer Success you must have prior experience working in a customer success function and be able to bring best practices and frameworks.
The ideal person has worked in Customer Success has an undergraduate degree with 5-6 years of B2B or B2G (business-to-government) experience, has a strong bias for action, writes well, is a strong presenter, and can easily learn how to use modern tools to support excellence in the Customer Success function.
What You Will Be Doing
- Advocate for the company.
- Onboard new customers.
- Follow up on renewals.
- Encourage upsells and cross-sells.
- Build relationships between customers and the support team.
- Be the voice of the customer.
What We Are Looking For:
- BA/BS
- 5-6 years of experience in Customer Success or another client-facing role responsible for driving account satisfaction, upsell, cross-sell revenue
- B2B or B2G (ideal) experience
- Desire to get in on the ground floor of a mission-oriented company
- Impressive communications abilities
- Understanding of what it is like to work in a regulated environment
- Someone who can take on a potential leadership role in the company
- Willingness to adapt to startup life
What We Can Offer You:
- Competitive compensation, dependent on experience
- Stock options.
- 100% employer-funded medical and dental insurance
- 100% remote.
- $500 home office stipend.
- Unlimited vacation with a 15-day minimum.
- We are a dynamic, diverse, and inclusive workplace that respects and celebrates people of all backgrounds.
Job Type: Full-time
Pay: $85,000.00 - $145,000.00 per year
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Application Question(s):
- Do you have the willingness to adapt to startup life? If so, why?
Education:
- Bachelor's (Required)
Experience:
- Customer Success: 6 years (Required)
- Government Clients: 2 years (Required)
- B2B or B2G: 5 years (Required)
Work Location: Remote