Director of Customer Success

| Greater Denver Area
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We’re building the first mobile platform for early education – a $60B market in the US alone – with the largest network of schools and providers across the globe. Based in San Francisco, Denver, & Austin, our team is passionate, talented, and customer-focused. We feel fortunate to be able to build a platform that has a measurable impact on the daily lives of teachers, parents, and kids. The team includes former Amazon, eBay, LinkedIn, Square, and Zynga staffers, and investors include GGV Capital, Chan Zuckerberg Initiative, Eniac, ICONIQ, Bessemer Ventures, and Mark Cuban.

 

Who you are:

Brightwheel is seeking an experienced people leader with a track record of driving exceptional customer experience. You will report to the Denver-based VP of Customer Success. You will be responsible for building scalable ways to proactively engage customers and deliver greater value for our educators and parents across the country. You will work cross-functionally with Sales, Marketing, and Product and own retention and up-sell targets. Ideal candidates will be exceptionally data-driven and excited to solve problems at all levels. All candidates must be comfortable owning customer adoption goals and demonstrate our core values: Ownership, Empathy, Learning, & Results.

What you’ll do:

    • Lead and drive the activities of team members currently focused on retention and up-sell, including hiring, performance coaching, developing talent, and  building team culture in a SaaS, customer focused environment
    • Build and refine reporting capabilities (e.g. customer health, outcomes, and net retention) as part of continuous improvement efforts; build and regularly report on team and individual results
    • Collaborate with team and leaders to identify up-sell opportunities and meet targets
    • Coach the team on how to pitch opportunities and close business 
    • Work with operations to score customer health and identify at-risk customers 
    • Coach the team on how to save struggling customers
    • Collaborate with other internal organizations and coordinate internal resources to effectively engage customers and support your team
    • Build and iterate on workflows, including process improvement, tooling, and automation
    • Experience with Salesforce.com, Pendo/User IQ, and/or lifecycle marketing technologies is preferred

Qualifications, Skills, & Abilities:

    • Bachelor's degree
    • 7 years of experience (3 years managing teams) 
    • Experience building and scaling a customer success or sales team => ideally in support of SMB SaaS products 
    • A customer-first mentality 
    • You are a strong team player who emphasizes team success over individual success
    • An ability to influence across peers and drive cross-functional efforts 
    • An ability to lead with passion, empathy, integrity, and transparency 
    • An ability to either directly identify with our customer profile (teachers, administrators, and parents) or quickly understand and translate customer profiles from other industries to early education
    • Active listening, speaking, and writing skills 
    • Critical thinking and judgment skills with respect to people and priorities 
    • Patience, drive, and appetite for early stage benefits and challenges, invested in solving both high- and low-level problems

Brightwheel is proud to celebrate diversity and is committed to building an inclusive workplace regardless of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

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