Who You Are

You have Heart for Service

We provide extraordinary service to our customers, coworkers, and our community by going out of our way to appreciate and support them.

You are Curious

We create products that help our customers listen and be curious, and we ourselves are curious. We strive to understand our customers’ business problems and the solutions delivered with our software.

You Find a Way

We help our customers and employees succeed by finding solutions to their problems. We have a can-do attitude and we do what we say we will do. 

About Alchemer

Founded in 2006, Alchemer is a powerful survey and data insights platform that empowers business professionals to make informed decisions. As SaaS application software, it offers user-friendly data collection tools for understanding customers, markets, and employees in real time and communicating this information across an organization. It provides data insights in over 205 countries, with 50K new surveys created and 5M responses collected every week.

Alchemer has tremendous opportunity to continue this growth, based on current market size and the potential for more sophisticated product positioning and a robust sales and marketing engine. Details on Alchemer’s products and services can be found on our website (www.Alchemer.com).

What You Will Do

As the Senior Director of Customer Success at Alchemer, you will lead, coach, and empower the CS Team (comprised of CSMs and Customer Operations group). The CS team is responsible for helping our customers maximize the value of their use of our product suites and ensure adoption of the implemented solution. As the voice of your team, you’ll work closely with leadership and management teams to regularly inform the progress and growth of your team, as well as development within strategic accounts. You’ll use your previous Customer Success Manager expertise to help your team build world-class relationships and help mentor and shape the next leaders of the organization. Most importantly, you’ll be the subject matter expert for your team, helping them grow professionally and find long-term success within the role.

How You Will Spend Your Days:

• You will oversee and manage our team of Customer Success Managers and Customer Success Specialists to provide best-in-class customer engagement and support for our most strategic customers.
• You will refine the Customer Success Team and create a segmented team structure, allowing our most senior resources to focus on strategic customer consultation, and our out staffed/junior resources to focus on customer-specific support and requests.
• You will be directly involved with our most strategic accounts, overseeing their more complex operations, building strategic value, and developing relationships with account stakeholders.
• With your expertise, you will author, implement and refine team operational processes and best practices around account engagement for our most strategic customers.
• You will work in tandem with our Directors of Account Management to provide transparency to our Senior Management and Executive Team regarding the current health, historic trends, and outlook of our account portfolio. 
• You will proactively identify and swiftly address vulnerabilities and risks to Enterprise Accounts.
• You will identify strengths within your team’s portfolio and turn them into growth opportunities.
• With your leadership and strategic thinking, we’ll define and track performance against metrics specific to the Customer Success Team, targeted to drive account engagement, retention, expansion, and team capacity/scalability. 
• You will own and manage KPI such as gross retention, additional business revenue growth, net promoter score, operational performance SLAs, and team capacity.
• We’ll build out a world-class Enterprise Customer Success Team through thoughtful onboarding and continuous cultivation of your direct reports, priming the next leaders within the organization.

 What You Bring to This Role:

• You have 3-5 years of management experience leading a Customer Success team.
• You have experience of 3+ years with staff management and building/overseeing task-based operations group.
• Experience and proven results with hiring, on-boarding, and establishing new CS offerings and processes
• You’ve been in your team’s shoes before, directly managing a $10 Million+ portfolio of Strategic Enterprise Customers.
• Strong business analysis capability; strong understanding of fundamental service concepts (i.e. statement of work, project plans, etc.) and SaaS business concepts (i.e. revenue, profit margin, SaaS licensing model, etc.).
• You believe in “Radical Candor” and the ability to not only give timely feedback but are open to receiving 360-degree feedback yourself.
• You’re customer-centric - You have no trouble being the point of contact for customer escalations and can help manage the expectations of customers on your team’s behalf.
• You’re a clear communicator - Your teams always know what success looks like, and the consequences of not delivering.
• You are comfortable working directly with executives and senior management, serving not only as the voice of your team but as the voice of their customer portfolio.
• You believe a critical measure of your success as a manager, is your ability to retain and contribute to the professional growth of your team.
• You’re an empathetic listener; coaching is your forte.
• You have completed a bachelor’s degree. Bonus points for anything beyond that!

Compensation for this position includes an annual base salary between $160,000 and $180,000, eligibility for an annual bonus, and participation in the Founder’s Pool program.

Alchemer provides a rich benefits package that includes health and disability coverages, an incredible 401(k) option that includes a per-payroll match and immediate vesting, unlimited time off and eleven paid company holidays.

Alchemer is taking applications for this position from candidates who are legally authorized to work in the US and do not require now, or in the future, immigration sponsorship for work authorization.

At Alchemer, we're committed to attracting, developing, and promoting a diverse workforce, and infusing DEI throughout all of our internal practices. By ensuring that everyone is able to bring a diversity of talents to work, we're increasingly capable of living out our mission in helping our clients. We encourage people from underrepresented backgrounds and all walks of life to apply.