Director of Customer Success

What we do:

SambaSafety® is the pioneer of driver risk management software in North America. Trusted by over 2 million subscribed drivers; thousands of businesses look to SambaSafety to provide the most powerful, advanced, intuitive, and impactful risk solution platform on the market. SambaSafety is growing at an incredible rate and has been recognized as a “Best Company” with high employee engagement. It’s an exciting time to be at Samba. Now is the right time to join our high performing culture. We hope to see you here!

What you’ll do:

The Director of Customer Success is responsible for leading a team of customer success managers dedicated to retaining and growing our top, most strategic customers. The customer success team is responsible for strategically partnering with customers to ensure they achieve their desired outcomes by understanding and anticipating their needs. The customer success team serves as customer advocates, providing technical support, best practices and domain expertise to our most valuable customers.

Along with possessing a strong strategic vision for the team, the Director of Customer Success must have an operational mindset, with a passion for streamlining processes while leading the team to higher levels of efficiency. He/she must have exceptional leadership skills with a keen desire to provide direction and coaching to build a world class customer success team. Close-working relationships with Sales, Operations, and Product are an absolute must. This role reports to the VP of Customer Operations.

Responsibilities:

• Manage a geographically dispersed team of customer success managers who are responsible for managing SambaSafety’s top, most strategic customers.
• Own the overall success of the team through leadership, KPIs, systems, and processes.
• Continually identify opportunities to increase revenue, particularly in the areas of retention, upselling, and customer experience; able to effectively communicate and lead the managers to implement these ideas.
• Identify and implement key enhancements to systems and processes for improvement.
• 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.
• Provide hands on, daily leadership offering direction, coaching, mentoring, support, as well as serving as a point of escalation to the team of Customer Success Managers.
• Optimize the customer experience and advocate for customers through close collaboration with cross- functional teams to ensure a consistent customer experience; building strong relationships with key stakeholders in Sales, Product, and Operations will be a daily focus.
• Develop and manage on-going KPIs and metrics (daily, weekly, monthly) in alignment with SambaSafety’s goals to measure the impact of the Customer Success Team at Samba.
• Create case-studies from existing customers to support Marketing efforts to help build growth momentum of Samba.
• Proactively provide customer insights and feedback to Product for feature enhancement and adoption to enhance the customer experience.

What we are looking for:

• 5 plus years Customer Success Manager/Director level experience in a fast-paced, SaaS-based, mission critical environment at a high-growth company.
• BA/BS Degree in a related discipline or equivalent experience; MBA is a plus.
• Position located in either Denver, CO or Albuquerque, NM.
• Obsession with the customer experience and a consummate champion for the customer.
• Leadership runs through your veins.
• Strategic thinker who can operationally execute a vision; ability to fluidly pivot between a strategic and operational mindset.
• Prefers and yearns for a fast-paced, ever-evolving environment.
• Passion for process improvement and achieving goals through KPIs.
• Experience implementing and leveraging Customer Success platforms to facilitate efficient and effective oversight of the Customer Success team.
• Ability to think through and solve complex problems; proactively provide mitigation for future problems.
• Provide thought leadership through innovative ideas, business/industry trends, and competitive analysis.
• Exceptional written and verbal communication skills to interface with customers, executives, and internal stakeholders.
• Sense of urgency and the ability to convey that urgency to team and internal stakeholders.
• Outstanding collaboration skills and the ability to internally navigate to make progress on customer impacting initiatives.