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The Senior Director of Customer Success will lead our customer success teams, ensuring high levels of customer satisfaction, driving increased product adoption, enhancing customer retention, and promoting advocacy. This leader will be pivotal in scaling our customer success department while ensuring our customers maximize their business outcomes using our product.
🚀 Want to join a team of A players in an exciting, high-growth, entrepreneurial environment?
We’re a small team solving big problems in the property management industry. Bootstrapped since 2013, we're passionate about helping small businesses simplify growth and streamline operations, providing the leading CRM in our space.
The long version of our story: Back when web 2.0 was a thing (get off my lawn!) LeadSimple’s founders started a lead generation business connecting landlords with property management companies. Witnessing the challenges lead buyers had closing deals led into a natural segue to build out an industry-specific CRM which became the de-facto industry standard. Fast forward to 2020 when we released a process/workflow suite to move from the sales side of our clients business into the heart of day-to-day operations. The market was hungry and responded aggressively to the new direction, which led us to double down with growth and additional product expansion.
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Expectations for your first 90 days:**- Increase professional services capacity while maintaining profit margin
- Increase product engagement and fill in user gaps
- Get to know every member of the team and what motivates them
- Work with managers of Customer Support and Customer Success to stand up their functions and maintain high efficiency
- Connect information between customers and company
- Define and optimize the customer journey and experience
- Support the architecture and implementation of the CSM function
- Drive strategic value for our customers
- Lead cross-functionally to drive success
- Drive alignment with Renewals & Expansion and Sales
- Own key departmental metrics
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A day in the life of…**- Work with managers of Customer Support and Customer Success to stand up their functions and maintain high efficiency
- Connect information between customers and company
- Define and optimize the customer journey and experience
- Support the architecture and implementation of the CSM function
- Drive strategic value for our customers
- Lead cross-functionally to drive success
- Drive alignment with Renewals & Expansion and Sales
- Own key departmental metrics
- Enhance the performance of the success and support teams
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Key responsibilities:**- Strategic Leadership: Develop and implement the overarching strategy for Customer Success, ensuring alignment with the company's objectives and KPIs.
- Team Development: Recruit, mentor, and lead a team of customer success managers, ensuring they have the resources and training needed to be successful.
- Professional Services Growth: Identify opportunities to expand our professional services offering, ensuring that we're providing value-added services to our customers.
- Inbound & Account Management: Ensure strong inbound strategies for customer queries and maintain high levels of account health.
- Cross-Functional Collaboration:Work closely with Sales, Product, and Marketing teams to ensure a cohesive customer journey.
- Drive Customer Outcomes: Ensure that our customers achieve their desired outcomes with our product, leading to increased product adoption.
- Referral & Advocacy: Cultivate a customer community that actively promotes our brand and refers new business.
- Revenue Expansion: Identify and act on up-sell and cross-sell opportunities, ensuring customers are aware of the full range of solutions we offer.
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Perks:**- Monthly Friday Free Day
- Company Holidays
- Paid Time Off (in addition to the above)
- Monthly Healthcare Allowance
- Yearly Vacation Allowance
- Fun and outcome driven work environment with a smart, hard working team
- Location independence (can be stateside or global!)
- Mission driven company and values-based culture
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Please only apply if you:**- Have been in a leadership role at 2+ companies
- Have been part of 2 or more Customer Success builds or rebuilds
- Have early startup experience
- Proven success in performance management for a team of 5+
- Thrive on developing high performing managers and team
- Embrace learning new technology
- Learn fast
- Communicate crisply
- Proactively seek solutions
- Own the outcome
- Embody emotional maturity
- Bring an optimistic “can do” attitude
- Geek out over customer success data
We have an amazing team of A Players and we’re ready to add more! Selected candidates might have written assessments and multiple interviews with different people. We’ll do whatever it takes to get the right person in the right seat.
If you think you would thrive in the above environment and make an impact for our customers, we’d love to talk to you!
_**NOTE: We are not accepting applications in California, Colorado, or New York at this time._
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In summary...**
_You can do it in an office
__You can do it from home
__We really don’t care
__As long as it’s known 👇
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_What matters is this…
__When the chips are down
__And your back is against the wall
__Can we count on you to make the right call?
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_Judgment, intuition, or care by another name
__We call it “Owning The Outcome” - because it really is the whole game
__Have the customers back, and they will treat you the same
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_If you can do that
__Then we’re birds of the same feather
__So come join our team and we’ll make music together.
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Our Interview Process
- Fill out the application
- Introduction call with People Operations (15 minutes)
- Offline work sample test (up to 60 minutes)
- Interview with Leadership (60 - 90 minutes)
- Multiple panel interview (up to 60 minutes)
- Complete Assessment (up to 60 minutes)
- 2nd Leadership Interview (60-90 minutes)
- Offer call (15 minutes)
- Written offer
- If you accept the offer, a start date will be agreed upon
- On starting date, you enter a 90-day trial period, fully paid
- If all goes well in your first 90 days, you convert to a full-time team member!