Senior Director of Customer Success - Remote

Overview

The Senior Director of Customer Success will lead a dynamic team, ensuring PetDesk customers receive a seamless, high-quality experience across the customer journey. In this role, you will collaborate cross-functionally with Sales, Marketing, Implementation, Support, Product, and other teams to help customers recognize success and value with the PetDesk suite of products.

In Short

• Design and build a multi-product Customer Success strategy.
• Mentor and coach your team to develop customer-centric strategies.
• Design and iterate on the customer journey and segmentation.
• Stay closely aligned with Sales, Implementation, and Support.
• Partner with Marketing and Product teams for product releases.
• Use analytics and customer data for operational improvements.
• Leverage Customer Success tools to enhance operations.
• Continuously improve the Digital CS Program.
• Own the strategy for reducing gross monthly recurring revenue churn.
• Recruit, hire, and lead a high-performing Customer Success team.

Requirements

• 7+ years of Customer Success experience.
• 3 years in a leadership role.
• Experience in a high-growth SaaS environment.
• Exceptional leadership skills.
• Strong expertise in analytics.
• Proven ability to work cross-functionally.
• Adept at resolving customer escalations.
• Passionate about delivering remarkable customer experiences.
• Hands-on experience with CX tools.
• Experience with institutional investors.

Benefits

• Medical coverage for employees and dependents.
• Employer HSA contribution.
• 401(k) match up to 3.5%.
• Dependent Care Flexible Spending Account.
• Dental & Vision coverage available.
• Basic Life and AD&D Insurance.
• Short and Long Term Disability.
• Flexible Time Off & 12 Paid Annual Holidays.
• Paid Parental Leave.
• Pawternity Leave & Financial Pet Adoption Support.
• $250 Annual Stipend for Learning and Development.