Director, Customer Success & Support
Seamless.AI is obsessed with maximizing customer success and we are now ready to hire a Director of Customer Success & Support to lead all customer success strategy and execution efforts (Churn reduction strategy, onboarding and education activation, building out the knowledge center, hosting weekly onboarding webinars, managing support tickets, customer training, usage tracking, customer usage tracking, building a CS Team).
For this role, you will be the second member on our customer success team in charge of leading the CS strategy and execution, in addition to building, motivating and managing a team as we grow.
Who will love this job:
- A leader: You set a clear and compelling vision for your customer success team and think holistically about how this vision impacts the greater company and customer success lifecycle
- A builder: You optimize team performance and engagement by empowering and developing each individual on the team.
- A CS Strategist: You like developing macro-customer success strategy, but aren't scared to get your hands wet actually executing the strategy as we are fast-nimble growing startup success team
- A Detail-oriented expert: You love being detail-oriented and can quickly respond to and manage customer support tickets that come in throughout the day from our valued customers
- A true client advocate: You know that the long-term success of a business is inextricably bound to the success of its customers.
- A collaborator: You elevate our leadership team through new perspectives and solutions, cultivating a customer-centric environment and driving thought leadership.
What you'll do:
- Your top priority is to lead and execute Customer Success from the ground up to make our growing list of customers as successful as possible with our platform.
- Top two KPIs: Reduce Churn and increase NPS score!
- As the Customer Success director, you'll be responsible for building and executing the roadmap to predictably, scalably and repeatably onboard, educate, engage, retain and grow the success of our customers with our product - we're a startup so you will get to take on a lot of CS responsibility here at the company.
- Set the long-term vision for Customer Success at Seamless.AI by analyzing the current state and assessing where we have opportunity improve, expand, and specialize.
- You will also be responsible for executing all of our Customer Success Training, Onboarding, Implementation, Education, Support, Adoption, Advocacy, Retention and Customer Success initiatives here at Seamless and the outcomes that follow (e.g., renewals, churn reduction, success metrics, cross-sell, etc.).
- You will be on the front-lines managing our new customer onboarding webinars, Zendesk customer support ticket portal and help with resolving tickets promptly and effectively by maintaining expert-level product knowledge.
- Write, update and improve our growing Zendesk knowledge center that provides on-demand training to customers at seamlesscontacts zendesk
- You will also be responsible for leading and managing customer onboarding trainings and webinars to educate, activate and kick-start onboarding of our customers.
- We will depend on you to empower the CS team to proactively engage our valued customers to drive immediate activation and broader adoption to maximize client satisfaction for incredible retention rate and usage growth.
- Work with other internal departments to understand which services and processes result in exceptional product adoption, high customer happiness, and enthusiastic customer advocates.
Partner with the leadership team to make the best business decisions for Seamless.AI's long-term success.
You should have:
- Customer Success strategy and execution experience at a B2B SaaS company.
- Prior experience in customer success / support is critical
- A track record of building positive relationships with internal and external business leaders.
- Experience working in and understanding the Technology community, a plus.
To apply: Please answer the questions in the google doc will share with a Toogit message.
About Seamless.ai:
Seamless.ai delivers the world's best sales leads. Maximize revenue, increase sales and acquire your total addressable market instantly using artificial intelligence.
Seamless is a dynamic, fast-growing start-up based in Columbus, Ohio and Newark, NJ. Our mission is to reinvent the way people connect to opportunity by helping users find emails, phone numbers and insights for any professional in the world.
Launched in July 2015, our vision is backed by an amazing group of investors including Amazon, Dun & Bradstreet, Garage Ventures, Salesforce Execs, Resilience Capital, Rightside Capital, Newark Venture Partners and many others. As we enter the next exciting stage of expansion, we're searching for passionate individuals to join our rapidly growing team.
About the recuiterMember since Sep 22, 2017 Diya Pathak
from Delhi, India