Director of Customer Success & Support
Director of Customer Success & Support
First impressions matter. TaskRay is on a mission to ensure businesses get off to a great start with a flawless customer onboarding experience. TaskRay is the leader in customer onboarding in the Salesforce ecosystem. We help companies manage their onboarding and implementation processes, drive greater efficiencies, and create unmatched customer experiences – all within Salesforce.
We're looking for a Director of Customer Success & Support to join our team to help us grow, scale, and coach our post-sale teams resulting in our customers meeting their desired outcomes throughout the Salesforce ecosystem’s 3 million+ users.
Some stuff that we're looking for, culture-wise:
Connection. We deliver exceptional experiences. We build enduring relationships with both internally and externally by listening, anticipating needs, doing what is right, and always going above and beyond.
Craftsmanship. We are lifelong learners. We approach our work with curiosity and an open mind. We constantly look for ways to improve our products and ourselves, never settling for good enough.
Grit. We run towards challenges. If something seems unsolvable, it unleashes our persistence, our creativity, and our ability to move through uncertainty to create a solution.
Energy. We embrace joy. We love what we do and bring our best selves to work each day. We seek to share our optimism and compassion with everyone around us.
Some traits we're looking for, from you:
You measure our success by the success of our customers. As an effective leader, you will instill these values in your team to ensure our customers are receiving an excellent customer experience.
You will inspire customer success internally across the company and externally through building advocacy and referencability.
You are obsessed with adding value to your team through coaching and feedback.
You run hard towards challenges with a sense of calm and purpose.
You don’t have a playbook that you apply to all organizations equally. You can apply best practices where that makes sense, but understand the nuances enough to customize your approach.
An advocate for your team and customers. By doing right by them, you do right by TaskRay.
What your day to day looks like:
Continue to build a world-class Customer Success & Support organization which includes onboarding (using TaskRay, obviously), proactive customer success, expansion, and customer support.
Defining and then redefining processes to break down barriers and challenge the status quo.
Execute accurate forecasting and planning via strategic customer segmentation.
Influence lifetime value through higher product adoption, customer satisfaction, and overall health scores.
Coach and mentor members of your team on call coaching, development, implementing best practices, and establishing accountability across the team.
Provide transparency and insight of your team’s performance to the leadership team.
Recruit top talent for your growing teams.
Collaborate with sales to provide relevant solutions consulting to enable a productive sales cycle and pull onboarding experience up the funnel.
Work closely with marketing to develop and drive campaigns to support retention & expansion activities.
Align with our product team to drive roadmap and offerings to address customer needs & increase customer retention.
Speak directly with customers in good times and in bad and when escalations are required, you will foster a culture of openness with your team and our customers.
What you bring to the table:
3+ years of experience as a Director of Customer Success with outstanding measurable achievements
A data-driven approach to business. You need to be ready to let the numbers measure success and structure process around where you see success
Experience leading and scaling CS & Support teams in growth-stage companies.
Experience operationalizing the customer journey by building and implementing a scalable operational process and improving time to value for customers.
Prioritize coaching to ensure the team hits their individual professional goals
Exceptional communication, coaching, listening, and interpersonal skills
Experience building customer training capabilities
Proficient in the use of Salesforce, Zendesk, and Mixpanel
Experienced in the Salesforce ecosystem preferred but not required
Travel Requirements < 20%