Director of Customer Success

Job Description

Job Description

Salary : $175K-$200K

Company Overview

ServiceCore is a rapidly-growing field-service Software as a Service platform for the portable sanitation and dumpster industries, being named the #80th fastest growing software company in America by Inc.

5,000. The customers we serve have been severely underserved by prior software providers, making us the leading player in a huge industry with very little competition.

Our software helps our incredibly hard-working business owners get more done and stress less. How? By supercharging their businesses with software that cuts wasted time, manages jobs, optimizes routes, tracks inventory, and automates billing.

We are proud to offer a one-stop solution that allows our hard-working customers to be more productive and successful!

We live by our core values of Love Our Customers, Be Real, Give a Shit, Deliver Results and of course Keep it Fun. ServiceCore provides hard-working individuals the opportunity to work and grow within an agile, fast-paced start-up environment.

We are proud of our accomplishments and take our jobs seriously while not taking ourselves too seriously.

Role Overview

We are seeking a dynamic and experienced Director of Customer Success to serve as a leader and innovator for the customer success team, and a key driver of retention.

This role will be a key member of the CX leadership team, a strategic point in developing and 1 : many and Enterprise customer success for both our Docket and ServiceCore products.

This role will be a pivotal cross-functional partner in the organization, helping to drive us toward success in partnership with Product, Engineering and Sales, and the rest of the org.

Are you someone who prizes the opportunity to develop, mentor and lead a great team of people? Have you been looking for an opportunity to innovate to improve the customer experience (and therefore retention) in a customer centric organization?

Then this is the role for you!

In this role, you will report to the VP of Customer Experience as a Director.

Key Responsibilities :

• Leadership and Team Management :
• Lead, mentor, and develop a team of Customer Success Managers (CSMs)
• Foster an internal culture of fun, connectedness, and celebration of individuals, while also fostering a culture of customer-centricity, accountability, and continuous improvement within the team.
• Customer Success Strategy :
• Develop and implement a comprehensive customer success strategy that aligns with the company's goals and objectives.
• Identify and implement key metrics and KPIs to measure the success of customer success initiatives and track performance.
• Customer Journey and Playbooks :
• Develop and deliver programs and resources to help customers maximize the value of our solutions throughout their journey with Docket and ServiceCore.
• Customer Relationship Management :
• Build and maintain strong relationships with key customers to understand their needs, challenges, and goals.
• Advocate for customers and broader needs and themes with cross-functional partners
• Retention and Growth :
• Implement strategies to increase customer retention, reduce churn, and drive customer loyalty.
• Identify opportunities for upselling and cross-selling additional products and services to existing customers.
• Cross-Functional Collaboration :
• Collaborate with Sales, Marketing, Product, and Support teams to ensure a cohesive approach to customer success.
• Provide insights and feedback to product development teams to drive improvements and innovations based on customer needs.
• Customer Feedback and Continuous Improvement :
• Collect and analyze customer feedback to identify areas for improvement and drive enhancements in our products and services.
• Leverage, or implement processes and tools to monitor customer satisfaction, usage, and behavior patterns and take corrective action when necessary.

Key Qualifications

Experience : 5+ years with a proven track record in leading Customer Success Teams, managing both scale / 1 : many and 1 : 1 CSM teams, particularly in a B2B SaaS environment.

Prior experience in a similar role is essential.

• Renewals Management : Experience in building CX programs, 1 : many engagements and internal enablement surrounding those programs for adoption
• Software Tools : Prior experience with Salesforce, experience with CX platforms(ex. Gainsight or ChurnZero),
• Leadership : Experience in leading, hiring and mentoring a team of CSMs, and managers of CSMs.
• Communication Skills : Exceptional communication and interpersonal skills, capable of engaging effectively across various levels of the organization.
• Cross-functional engagement : experiencing collaborating with leaders across departments, building relationships, and solving challenges with partners outside of the CX org.
• Problem-Solving : Excellent analytical and problem-solving abilities, with a keen eye for detail.

Compensation, Benefits and Perks

• Base Salary : $175K-$200K (based on prior experience)
• Open-Time Off Policy with 12 Company Holidays
• Medical, Dental and Vision Insurance
• 401k with Employer Match (4% max)
• Weekly Lunches + Stocked Kitchen
• Dog Friendly Office
• Casual Office Environment
• Regular Company Events and Happy Hours
• A Strong Company Culture that Lives by Our Core Values - Love our Customers, Be Real, Give a Shit, Deliver Results, and Keep it Fun.

If you believe you match the above criteria and are desiring a dynamic start-up environment with a management team that is dedicated to your success, then please apply!