Director of Customer Success
Director of Customer Success
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Salary Not Disclosed
1 Vacancy
Job Description
Founded in 2023 WareHQ Labs is a software company that was created to solve problems that have plagued the supply chain industry for far too long. The industry has a wide variety of disparate systems that rely on outdated integration requirements. WareHQ Labs is designed to address these issues; therefore our clients hire us to increase the scalability of their operations. Our first product to solve this problem is .
What weve been able to accomplish is not possible without our people culture and core values. Its our not so secret sauce. Benjamin Hagedorn (CEO)
The Role
The Director of Customer Success is responsible for ensuring customers achieve their desired outcomes while using briefli. This role leads customer success strategy drives retention and growth and oversees teams focused on onboarding support and account management. Their goal is to maximize customer satisfaction and contract value.
Day to Day Responsibilities:
Team Leadership & Management
- Eventually lead coach and grow customer success managers (CSMs) support and account teams.
- Conduct 1:1s team meetings and performance reviews.
- Set team goals and monitor KPIs like churn Net Promoter Score (NPS) Customer Satisfaction (CSAT) and renewal rates.
Customer Strategy & Engagement
- Develop strategies to improve customer onboarding product adoption and longterm success.
- Work with highvalue or strategic accounts to ensure satisfaction and retention.
- Monitor customer health and intervene with atrisk accounts.
- Analyze data and dashboards to identify trends and opportunities.
CrossFunctional Collaboration
- Work with Sales to align handoffs and ensure a smooth postsale experience.
- Partner with Product teams to share customer feedback and influence roadmap priorities.
- Collaborate with Marketing on customer advocacy and case studies.
Who We Are Looking For:
Strategic Leadership
- Visionary thinking: Can design and evolve a customer journey that aligns with company goals
- Crossfunctional collaboration: Able to align with product sales marketing and support
CustomerCentric Mindset
- Empathy & advocacy: Understand and anticipate customer needs
- Datadriven approach: Uses metrics like NPS churn expansion and CSAT to guide strategy
- Voice of the customer: Brings feedback loops into product and service improvements
Operational Excellence
- Playbooks and processes: Skilled at building scalable systems (e.g. onboarding renewals QBRs).
- Team building: Can recruit coach and scale a highperforming CS team.
Revenue Ownership
- Retention and expansion: Proven track record of reducing churn and growing revenue via upsell/crosssell
- Partner to sales: Strong grasp of customer lifecycle and renewals
- Budget management: Experience managing CS P&L or contributing to revenue forecasting
Core Values Alignment
Put People First
We believe trust is the foundation of all relationships. We maintain that trust by showing grace while also challenging each other to operate our business in a way that maintains our culture of appreciation respect and transparency.
Do The Right Thing Every Time
We have the integrity to make the tough decision. When encountering challenges and opportunities we never abandon our values or put others at risk. Following the Golden Rule makes us proud of our work and the relationships we build with one another.
Take Ownership Of Every Situation
We take ownership and are accountable for our actions. We do this by striving to admit learn and grow from failure and mistakes. We identify difficult situations as a privilege and an opportunity to provide value to our stakeholders.
Maintain Financial Discipline We will exercise prudence in all financial decisions and will never risk the long term health of the company for short term gain. We hold the belief that todays sacrifices are tomorrows rewards and the work we do as a company will serve as an example of our respect for each other.
Live Generously
We are the best versions of ourselves when we selflessly and humbly give of our time and talent to make a positive impact on those around us.
Always Compete and Hustle
We fight for every opportunity that comes our way. We will outwork our competition and put our best foot forward with every deal we pursue.
Benefits:
- 85% of premiums for medical dental and vision plans covered by briefli
- $2000 annual HRA/HSA contribution
- 401k with 100% match up to 6% immediately vested upon enrollment
- Reimbursement programs: childcare tuition wellness cellphone
- Free daily lunches
- Leadership and development training
- Men and women haircuts
- Onsite gym
What Comes Next:
- Submit your application
- The HR hiring manager will review your resume and determine if we feel there is a match based on your skill set.
- If there is a perceived match we will have an initial phone interview to get acquainted with you and introduce the company.
- If there is mutual interest we will proceed with a hiring manager interview with one or more team members a case interview and finally a culturebased (nontechnical) interview that will see if we are a match culturally for our organization.
Required Experience:
Director
Employment Type
Full-Time
