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Sr Director of Customer Success

$100k – $135k AngelList Est.
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Womply’s mission is to help small businesses thrive in a digital world. Founded in 2011, Womply is the leading provider of data and software to local businesses and the top software partner to the payments industry. Our AI-powered data platform powers our CRM and marketing software, which serves more than 450,000 small businesses in every corner of America. Womply’s data platform helps innovative developers create more powerful software for businesses and consumers alike.

As the Sr Director of Customer Success, you will oversee the customer support team and work directly with the Customer Success Manager. You will be accountable for improving customer retention. You will lead new initiatives that set-up our customers for success and ensure they are receiving value from our product. You will be responsible for defining customer success metrics such as, tickets completed per hour, quality of ticket resolution, and managing a team to deliver to a higher standard. We need someone with experience in tech-touch solutions. You need to have deep tools management experience with tools like, Intercom, Zendesk, Live Chat, Olark, Delighted, and/or GetSatisfaction. We are looking for someone who is ambitious and wants to work in a startup environment to develop world class systems and processes. An ideal candidate will want to eat, sleep, breathe customer happiness and who has the chops to articulate a vision and execute on it.

What you get to do every day:

* Develop and implement processes and best practices associated with Customer Success
* Contribute to a high customer retention rate by identifying and assessing retention risks and collaborate with internal teams to reduce churn
* Define and maintain customer satisfaction metrics. Review customer utilization data and identify enhancement opportunities
* Advocate customer needs internally and work collaboratively with the sales, product and data teams to achieve customer success goals and contribute to overall company objectives
* Manage customer support team and ensure team is delivering on its key metrics
* Identify opportunities for increased productivity through automation and tools and implement these solutions.
* Identify key employees to develop, train and promote

What you bring to the role:

* A deep knowledge of Zendesk
* A deep knowledge of Natero, Gainsight or similar Customer Success software programs.
* Implement Tech Touch Solutions
* A self-starter with a proven track record of driving customer success and aligning in complex customer environments
* A willingness to roll up your sleeves and do the detailed work while also maintaining a vision for the larger goal
* Demonstrated history of data-enabled decision making and prioritization
* Excited about driving and tracking a consistent customer engagement process
* Excellent verbal and written communication and presentation skills
* Excellent people and management skills to interact with colleagues and cross-functional teams and third parties.
* 8+ years of customer success experience and 5+ year’s experience leading and managing teams of 5+
* BS/BA degree

Nice to Have:

* Previous SMB or Consumer-SaaS Experience
* Competent in running SQL queries and analyzing data sets

About Womply:

We’re a fanatically values-based company (womply.com/values) with $50 million raised (womply.com/press-12/2016/11/15/womply-raises-30m-to-run-smb-front-offices) to accelerate our growth. If you want to make a big impact, let’s talk. We’re hiring in the Bay Area and Lehi, Utah for product, engineering, DevOps, design, data science, sales, marketing, business development, account management, and more. Learn more at womply.com/careers.

PLEASE NOTE - Direct applicants ONLY. Any recruiter/3rd party submissions we receive will be considered a gift.

More:

Work at Womply (womply.com/jobs)

Life at Womply (womply.com/life-at-womply)

How we work (womply.com/how-we-work)

Our values (womply.com/values)

Benefits (womply.com/benefits)

Diversity (womply.com/diversity)



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