Director of Growth & Customer Success

Arlington, TX - USA

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Stand Together is a philanthropic community that helps Americas boldest changemakers tackle the root causes of our countrysbiggest problems from education to the economy broken communities and toxic division among dozens of other pressing issues. We provide our partners with access to resources including funding thought leadership a network of peers and a playbook for applying proven principles to transform lives and society.

In this role you will be responsible for building and scaling the community and customer success function that guides users onto the platform and supports their longterm engagement. You will lead the strategy operational standards and daily execution for onboarding activation retention and frontline this role you will collaborate closely with Product Activation and Operations teams to translate user insights into meaningful product enhancements and improved customer experiences.

Candidates local to the Arlington VA area are highly preferred; remote candidates will be considered on a case-by-case basis

How You Will Contribute

Develop and lead a holistic growth strategy that connects groundgame activations with longterm product roadmaps.
Design and operationalize scalable onboarding flows support workflows SLAs escalation paths and continuous feedback loops.
Hire coach and manage highperforming customer success support and community teams; define roles KPIs and clear career paths.
Select implement and manage customer support platformsincluding helpdesk knowledge base CRM ticketing and analytics tools.
Partner closely with Product Activation and Analytics teams to surface user pain points prioritize improvements and validate product changes.
Define monitor and report on success metrics such as activation retention/churn timetoresolution CSAT/NPS and product adoption.
Build comprehensive playbooks for key moments (launches campaigns crises) and ensure organizational readiness including 24/7 response coverage when needed.

What You Will Bring

8 years of experience in growth customersuccessor product operations with 3 yearsmanagingteams.
Proventrack recordbuilding support systems and scaling operations from early stage to hundreds of thousands of users.
Comfortable with helpdesk/CRM systems (e.g. Zendesk Freshdesk) analytics tools and knowledge-basedsoftware.
Datadriven:able to define and measure success metrics and run experiments to drive activation/retention.
Strong cross-functional collaboration skills and experience partnering with Product Marketing and Engineering.
Mission-driven excellent communicator and hands-on leader.
Enthusiasm to contribute to Stand Togethers vision and principled approach to solving problems and a commitment to stewarding our culture which champions values including transformation and innovation entrepreneurialism humility and respect.

Stand Out Candidates Will Bring

Experience with civic nonprofit or platform communities.
Multilingual support operations experience.

What We Offer

Competitive benefits: Enjoy a 6% 401(k) match with immediate vesting flexible time off comprehensive health and dental plans plus wellness and mental health support through Peloton and Talkspace.
A meaningful career: Join a passionate community of over 1500 employees dedicated to improving lives and driving innovative solutions to complex social challenges.
Commitment to growth: Thrive in a non-hierarchical environment that empowers employees to discover develop and apply their unique talents.
Competitive compensation: Our approach rewards the value you create through competitive salaries and bonus opportunities allowing you to share in the success you help drive.

Our Values:Working at Stand Together is different from many other organizations. Our culture is deeply rooted in Principle Based Management (PBM) a framework guided by the principles that drive human progress such as dignity openness and bottom-up empowerment. PBM empowers our employees to be entrepreneurial to innovate and to continually drive transformation.

We believe diversity fuels creativity broadens knowledge and helps drive success and that is why were proud to be an Equal Opportunity Employer and strive to treat all employees and applicants with honesty dignity respect and sensitivity.

We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.

Required Experience:

Director

Stand Together is a philanthropic community that helps Americas boldest changemakers tackle the root causes of our countrysbiggest problems from education to the economy broken communities and toxic division among dozens of other pressing issues. We provide our partners with access to resources inc...