Director Of Customer Success

We’re transforming property tech!

Purchasing Platform Inc. is a next generation marketplace serving the property management sector. Leveraging our market knowledge and tech savvy, we revolutionize the procurement of products and services across the property management sector. By centralizing procurement, our software brings stronger corporate controls and greater spend visibility to portfolio operators of all sizes.

We’re looking for a Director of Customer Success with a proven track record creating and executing strategic vision and operational rigor for Customer Success.

The Director of Customer Success is responsible for helping us sustain and grow our revenue by defining our overall Customer Success strategy, while also building and leading a high-performing, results-oriented, metrics-driven team. This customer-driven leader will foster a culture of accountability and achievement for both short-term and long-term goals, architecting programs that align with our overall strategy but also rolling up their sleeves to implement and ensure full adoption. They will also develop our current Customer Success Managers by coaching them on best practices with the ultimate goal of ensuring our customers are satisfied and successful in using our platform. The individual will lead a team of customer success managers, collaborate with other departments, and report to the VP of Revenue Operations.

What you’ll be doing

• Foster collaboration within the Purchasing Platform team and across customers
• Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
• Responsible for all customer health and growth metrics
• Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
• Recruit and develop a high performing team
• Reduce churn and drive new business growth through greater advocacy and reference ability
• Reduce churn and drive new business growth through greater advocacy and referenceability
• Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement
• Foster a rigorous culture of learning and coaching to develop the team & continuously improve their CS acumen, user-focus mindset and industry knowledge
• Responsible for performance management and associated metrics and expectations for the team
• Monitor and analyze customer success metrics to identify areas for improvement and implement solutions
• Define and drive customer outcomes, product adoption and customer experience
• Develop company-wide customer success progress by integrating processes, content and data to/from stakeholder organizations (e,g., Marketing, Sales, Product/Engineering, etc)
• Identify and prioritize customer feedback to inform product development and improvements
• Drive Account Growth Outcomes:
• Be an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to the mission, vision and values of the organization
• Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriateProvide the team clear expectations and alignment with the overall CS strategy to ensure their successful growth and development
• Drive operational practices to track performance of teams and individuals
• Build and lead world-class team:
• Work with the VP of Revenue Operations to set the overall vision and strategic plan for the Customer Success organization, focusing on driving product adoption, leading a positive customer experience, and increasing revenue through expanded platform purchasing and net retention improvements
• Develop and inspire the team to achieve or exceed company goals
• Expand our revenue in accounts through new sales and up-sell opportunities with our platform
• Lead the technical assessment as part of the sales process

What you'll bring to the role

• Able to collaborate across the organization and with external stakeholders
• Excellent communication and interpersonal skills - able to build trust and work well with a diverse group both internally and externally
• Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning
• Analytical and problem-solving skills
• Demonstrated ability to lead CSMs and successfully manage teams across cultures, lines of business, and geographies
• Customer-focused mindset
• Proven ability to develop strategies, translate them into initiatives and track successful delivery
• Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
• 10+ years of total experience in customer success or similar capacity with strong expertise and a proven track record growing accounts in a CS role at a high-growth marketplace, SaaS, or TES environment
• Experience successfully working with senior (C-level) executives
• Proven experience building out CS process, structure, tasks and deliverables, including implementing and championing the launch of a CRM
• Holds strong operational skills that will drive organizational efficiencies and customer satisfaction
• Possesses a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams

#BI-Remote

The job posting highlights the most critical responsibilities and requirements of the job. It’s not all-inclusive. There may be additional duties, responsibilities and qualifications for this job. We offer competitive compensation and benefits (Health, Dental, Vision, 401k matching, Commuter benefits, and generous PTO) and our cultural hub is in Chicago. We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or disability.