Director, Customer Success

| Greater Denver Area

5.18.2018

Reports to: VP of Customer Success

Classification: Exempt

Salary Grade: NA

Job Description:

Summary

The Director of Customer Success is responsible for managing a team of customer success representatives dedicated to ensuring customers get the most from our products and services. This includes new customers in the first 60-90 days of adoption and our top customers. The customer success team serve as customer advocates, providing technical support, best practices and domain expertise to our most valuable customers.

Key Responsibilities

 • Manages a geographically dispersed team of customer success reps with specific named account representatives

• This position will consist of managing a team of 5-6 customer success representatives located in Florida, New Mexico and California.

 • Optimized the customer experience, both assisted and online, through close collaboration with cross-functional teams to understand and ensure a consistent customer experience

• Foster a culture of engagement and excitement to bring out customer driven results where team members feel empowered to put customers first, and develop their careers within the organization

• Dedicated Leader for improvement to the customer experience

• Communicate high-level customer insights and themes through analyzation of customer experiences in a manner understood by relevant audiences across the organization Skills, Experience & Education

• Support customer success, marketing, data-driven decision-making, and business planning skills • Exceptional written and verbal communication skills

Minimum Qualifications

• BA/BS Degree in a related discipline or equivalent experience. MBA is a plus

• 3 plus years Manager / Director level experience in a fast-paced, SaaS-based, mission critical environment

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Benefits and Perks:

  • Unlimited time off (vacation, sick, volunteer = your choice!)
  • Generous insurance policies
  • Tuition reimbursement
  • Money for fitness programs
  • Awesome Culture
  • Kitchen stocked daily with tasty snacks and drinks
  • Free parking
  • 401k
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Technology we use

  • Engineering
    • .NETLanguages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages

Location

Located at the steps of DTC along the I-25 corridor. Our location has a breathtaking view of the Rockies! Steps from bars, breweries, food, and RTD!

An Insider's view of SambaSafety

What are some social events your company does?

Sambas implemented a culture team with the intention of including all departments and offices in events, volunteer opportunities, philanthropic activities and events for employees to get to know each other during and outside of business hours. This has truly created a fun environment by hosting parties, picnics, ice cream socials, and much more!

Lindsay Davis

Sales Enablement Specialist

What does your typical day look like?

There is a great work/life balance at Samba. Our organization makes an impact to businesses and their employees so we’re usually available, however being in the office 24/7 is not what Samba is about. The high level of trust that we’re all here to work hard and be the best trumps clocking in and working typical 9-5 hours.

Abby Abreu

Senior Account Manager

How has your career grown since starting at the company?

Since starting in marketing 9 months ago, my career at SambaSafety has grown from contributing individually to hiring and managing a soon-to-be staff of 3 with a tremendously increased budget and responsibilities. I couldn’t ask for a better crew of colleagues, and I look forward to continued career growth at SambaSafety for the foreseeable future!

Emilie Bierschenk

Sr. Demand Generation Manager, Marketing

What unique initiatives do you have that encourage innovation?

Samba is full of collaborative, highly engaged, driven people continuously looking to outperform. We harness and direct this energy towards intelligent risk-taking leading to greater innovation. Our program encourages dialogue on the vast amount of ideas surfaced by our teams. Selected ideas are assigned to a team for completion.

Kevin Lawlor

VP of Human Resources

How do you empower your team to be more creative?

The environment we create is one of experimentation, where anyone can bring anything to the table as a solution to accomplish a task to enhance and grow our product. No idea is too mundane or question too simple to be discussed and used to grow our people as well as our product offering.

Tommy Cordova

Software Architect

What are SambaSafety Perks + Benefits

SambaSafety Benefits Overview

SambaSafety offers an amazing culture with a strong career path, an ability to have a deep impact on our success, a competitive salary, and benefits include excellent healthcare options, a health savings account with company contribution, flex spending accounts, 401 (k) with employer match and unlimited paid time off, paid holiday and volunteer days, tuition reimbursement, and products that help keep communities safer.

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
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