Here at Kapost, we are revolutionizing the way that companies unite revenue teams to speak in One Voice with their marketing content. As the world's leading provider of B2B content operations software, we are partnering with our 165+ clients -- GE Digital, IBM, and Salesforce to name a few -- to power their content operations. We’ve been featured as a great place to work by Built In Colorado. We're growing fast and are looking to add to our talented team. Read more about our culture here!

As a Director of Customer Success at Kapost, you will be responsible for driving client outcomes and business value across a portfolio of both enterprise and mid-market clients. You’ll lead a team of and Customer Success Managers (CSMs) to achieve results for our clients.

If you are genuinely passionate about:

• Earning customer loyalty by delivering on our promises with empathy, compassion, strategic partnership, best practices, rapid response, high quality communication, and outstanding customer experiences
• Growing and developing a highly talented and engaged team of CSMs through excellence in recruiting, clear expectations/objectives, feedback, and coaching
• Building process to deliver measurable value, drive adoption, operationalize the customer lifecycle, define/measure success, engage client executives, and turn around at-risk clients
• Partnering with Services and Sales to position clients for success, deliver presentations, engage executives, and assist with escalations
• Thriving in the dynamic, highly competitive, and often hectic environment of a SaaS startup

And you have strengths in:

• Customer empathy
• Aptitude
• Emotional IQ
• Active listening
• Positive attitude
• Facilitation
• Discovery
• Teaching
• Problem solving
• Effective communication (written, verbal, presentations)
• Leadership
• Patience
• Executive Presence
• Leadership
• Sense of humor

And you have a track record of success with:

• Building and leading a team of Customer Success professionals that drive platform usage and measurable value with their clients
• Developing strategic relationships with client executives
• Management experience in recruiting, developing, and empowering a team of customer facing team members to deliver results
• Understanding of software development and sales-to-services processes

And you have:

• A Bachelor’s degree

Then you could be an excellent candidate to be a Kapost Director of Customer Success! This is a senior leadership role on our Customer Success team.

Responsibilities:

• Lead a team of CSMs to develop and execute cross-functional Success Plans to drive adoption, deliver/demonstrate measurable value, engage executives, drive content operation maturity, ensure retention, identify expansion, and turn around at-risk clients
• Identify, measure, monitor and manage to key success metrics and KPIs
• Collaborate and align very effectively with leadership in Customer Success, Sales, Consulting, Marketing, Biz Ops, and Product/Engineering  to ensure cross-functional integration of processes and services that will produce high levels of adoption, value, & renewal
• Develop expert knowledge of our product and domain
• Become intimately familiar with the responsibilities of a Customer Success Manager
• Partner with Product Marketing and Customer Marketing to enable our team with skills and content needed to lead our customers to a content operation
• Learn about our customers’ definition of value, challenges, persona roles, and business processes
• Meet with customers in our offices, at their offices, at Kapost customer events, and at industry events
• Serve as an escalation point to address adoption, value, and retention
• Drive adherence to and continuous improvement of best practices and delivery
• Develop positive customer relationships and negotiate difficult situations to successful resolution with customers
• Lead all team functions, including staffing, recruiting, team meetings, and compensation planning
• Demonstrate skilled leadership qualities in motivating staff, creating a positive and collaborative environment, passionate about managing a team, and supportive of the team, with experience managing a team that travels >50%
• Support Performance Management process through objective setting, professional development, quarterly reviews; ultimately responsible for team motivation, retention, career planning

Travel:

• Meeting with customers at their offices is energizing and critical to our success. We want Directors who crave this face-time.
• You will take 1-2 trips per month, 1-2 nights each. Some months you might take 3 trips. Some months you might take 0 trips. Some trips could be 1 night. Some trips could be 3 nights.
• Almost exclusively domestic US travel