Director of Customer Success
Director of Customer Success
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$ 160000 - 185000
1 Vacancy
Job Description
About the role
This hands-on leadership position is responsible for focusing on strategically scaling and optimizing Shipiums Customer Success division to drive maximum customer value and retention. Build & lead a high-performing Customer Success team; drive customer adoption and success through proactive engagement; secure customer retention & renewals while identifying upsell opportunities in collaboration with Sales. Responsible for establishing clear goals processes and metrics to ensure team efficiency and effectiveness while maintaining a player-coach style.
What youll do
- Build lead and mentor a high-performing Customer Success team
- Develop and execute strategies to drive product adoption value realization and customer satisfaction
- Secure customer retention and renewals collaborating closely with Sales to identify upsell opportunities
- Establish clear goals KPIs processes and tools to ensure team effectiveness
- Operate in a player-coach capacity balancing strategic leadership with hands-on customer engagement
- Partner cross-functionally with Product Engineering and Sales to represent the voice of the customer and drive continuous improvement
Qualifications
- Bachelors degree or equivalent experience
- 10 years in a customer success leadership role with 7 years in direct people management
- Proven experience in a start-up and/or SaaS environment
- Track record of building and scaling teams systems and processes in a rapid-growth setting
- Strong strategic thinking with a passion for customer-centric execution
- Excellent communication collaboration and leadership skills
At Shipium Employees enjoy full medical dental & vision coverage (with 50% coverage for dependents) optional life insurance and long-term disability coverage a 401(k) retirement plan fully remote work-from-home options in 25* states 8 paid weeks of parental leave 12 paid holidays annually self-managed vacation time sick & safety leave and volunteer time off.
Shipium is committed to creating a diverse environment and is proud to be an equal opportunity employer. Women people of color people with disabilities and veterans are strongly encouraged to apply. We prohibit discrimination and harassment of any kind based on race color sex religion sexual orientation national origin disability genetic information pregnancy or any other protected characteristic as outlined by federal state or local laws. If you need reasonable accommodation because of a disability for any part of the employment process please email Human Resources () and let us know the nature of your request and your contact information.
This applies to all employment practices within our organization including hiring recruiting promotion termination layoff recall leave of absence compensation benefits training and mentorships. Shipium makes hiring decisions based solely on qualifications merit and business.
Shipium participates in e-verify
Required Experience:
Director
Employment Type
Full-Time
