Director of Customer Success - SaaS Industry Expert Leading High-Performance Teams in a Fully Remote Environment

Transforming Customer Experience and Driving Revenue Growth at WhatConverts

At WhatConverts, we're revolutionizing the way businesses approach customer success in the SaaS landscape. As a pioneering company in the industry, we're committed to delivering exceptional customer experiences that drive long-term growth and revenue. We're now seeking an experienced and visionary Director of Customer Success to lead our high-performance teams in a fully remote environment.

About Our Company and the Role

WhatConverts is a remote-first company that empowers its team members to work agilely and accomplish more in less time. We're a dynamic and fast-paced organization that values innovation, collaboration, and continuous improvement. As our Director of Customer Success, you'll play a pivotal role in shaping our customer experience strategy, leading our Account Management team, and driving revenue growth through purposeful customer success initiatives.

Key Responsibilities

• Develop and Implement Customer Experience Strategy: Create, refine, and execute an ongoing customer experience strategy that aligns with our company objectives and drives revenue growth.
• Track and Analyze KPIs: Monitor and analyze key performance indicators to measure success, identify areas for improvement, and inform data-driven decision-making.
• Lead Continuous Improvement Efforts: Drive process enhancements and innovative thinking to continuously improve customer success outcomes and overall customer experience.
• Grow and Develop High-Performance Teams: Lead, manage, and develop our Account Management team to achieve exceptional customer success results and drive business growth.
• Collaborate with Cross-Functional Teams: Work closely with marketing and sales teams to identify campaigns and maximize partner engagement for company growth.
• Ensure Exceptional Support: Maintain a high standard of accurate and effective customer resolutions within our support team, with a focus on achieving a 15-minute resolution time.
• Foster Proactive Onboarding: Anticipate customer needs and ensure successful solution adoption through a proactive and streamlined onboarding approach.
• Conduct Regular Assessments: Regularly assess the onboarding process and implement enhancements to optimize the customer journey.

Essential Qualifications and Skills

To succeed in this role, you'll need:

• Proven Experience: A proven track record of managing successful support and success teams in the SaaS landscape.
• Expertise in Scaling Teams: Experience in scaling support and success teams from the ground up, with a deep understanding of the challenges and opportunities that come with growth.
• Technical Aptitude: High technical aptitude and adaptability, with the ability to quickly become a product expert in the SaaS domain.
• Excellent Communication Skills: Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and drive customer success outcomes.
• Ability to Thrive in a Fast-Paced Environment: The ability to thrive in a fast-paced, dynamic environment, with a focus on delivering exceptional results and driving continuous improvement.
• High School Diploma or Equivalent: A high school diploma or equivalent is required.

Preferred Qualifications and Skills

While not essential, the following qualifications and skills are highly desirable:

• SaaS Industry Expertise: A deep understanding of the SaaS industry, including the latest trends, challenges, and best practices.
• Experience with Customer Success Tools: Experience with customer success tools and technologies, such as CRM systems, customer health scoring, and customer journey mapping.
• Data-Driven Decision-Making: A strong ability to analyze data and inform decision-making, with a focus on driving customer success outcomes and revenue growth.

Career Growth Opportunities and Learning Benefits

As our Director of Customer Success, you'll have access to a range of career growth opportunities and learning benefits, including:

• Professional Development: Opportunities for professional development and growth, including training and mentorship programs.
• Cross-Functional Collaboration: The ability to collaborate with cross-functional teams, including marketing, sales, and product, to drive business outcomes and customer success.
• Industry Insights: Access to industry insights and best practices, with a focus on staying ahead of the curve in the SaaS landscape.

Work Environment and Company Culture

At WhatConverts, we're committed to creating a positive, supportive, and inclusive work environment that empowers our team members to thrive. As a remote-first company, we value flexibility, autonomy, and work-life balance. Our company culture is built on a foundation of:

• Innovation: We encourage innovation and creativity, with a focus on driving continuous improvement and customer success.
• Collaboration: We value collaboration and teamwork, with a focus on driving business outcomes and customer success.
• Diversity and Inclusion: We're committed to creating a diverse and inclusive workplace, with a focus on attracting and retaining top talent from a range of backgrounds.

Compensation, Perks, and Benefits

We offer a competitive salary and a range of benefits and perks, including:

• Remote Work: The flexibility to work remotely, with a focus on work-life balance and autonomy.
• Health and Wellness: A range of premium medical insurance plans, as well as dental and vision insurance, with WhatConverts covering 100% of the premium cost for individual employee coverage under selected base plans.
• Employee Support: An Employee Assistance Program (EAP) that offers counseling, legal, debt management, and travel assistance services free of cost to our employees.
• Time Off: Flexible time off and competitive PTO plans that continue to offer greater rewards to long-term employees.

Join Our Team and Shape the Future of Customer Success

If you're a seasoned customer success leader with a passion for driving revenue growth and delivering exceptional customer experiences, we want to hear from you. As our Director of Customer Success, you'll play a pivotal role in shaping our customer experience strategy and driving business outcomes. Apply today and let's build the future of customer success together.