Senior Director, Customer Success

Who We Are

Searchspring provides ecommerce retailers with the industry leading software platform for site search, product merchandising, and personalization. With offices in San Antonio, Denver, Colorado Springs, Portland, Toronto, and remote across the globe, Searchspring employees are dedicated to fostering an environment that enables everyone to thrive, both personally and professionally, and feel supported, engaged, and valued, every step of the way.

Backed by a growth equity firm with extensive resources and expertise in helping software and technology companies navigate transformational growth, Searchspring helps our customers, like PuraVida, Fabletics, SKIMS, West Elm, Specialized, and RipCurl increase cart size, conversion, and repeat customers. Join us as we change the way the world shops online and achieve our mission to deliver the ultimate shopper experience.

What You'll Do

Given our business model, where our customers pay us over time, Customer Success is absolutely vital to our long-term growth and success. We won't be successful unless our customers are receiving massive value from our service. As such, we need a leader to own driving success for our customers. This role includes responsibilities for Customer Success activities (e.g., on-boarding, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.). Reporting to the Chief Customer Officer, the Director Customer Success, will build and develop a global customer success organization, and provide senior leadership, strategy, and responsibility over this key function of the Customer Operations Division.

The Director Customer Success will be responsible for assessing the current situation, and then provide recommendations and solutions to further improve internal efficiency, profitability, delivery time, collaboration between departments and partners, and customer satisfaction. Additionally, she or he will be accountable to motivate, inspire, and coach a high-performance team of full-time team members, ensuring a good balance between continuous improvement, collaboration, and goal achievement.

How You Will Succeed

• Customer Success Management platform
• Align with Sales around cross-sell and up-sell and focus on selling with a retention focus
• Customer Success Management
• Reference and advocacy solutions
• Renewals
• Attract high potential individual contributors into team
• Create cadence for review within team
• Define operational metrics for team
• Recruit experienced leaders for each functional role
• Influence future lifetime value through higher product adoption, customer satisfaction and overall customer health scores
• Drive company-wide definition of ideal customer
• Manage Customer Success Activities
• Identify opportunities for continuous improvement
• Cross-sell / Up-sell
• Define segmentation of customer base and varying strategies
• Inspire Customer Success Across Company
• Drive new business growth through greater advocacy and reference-ability
• Drive Customer Success Outcomes
• Define and Optimize Customer Lifecycle
• Standardize customer engagement for each point in journey
• Expose subset of metrics to executive team, company and board
• Expand our revenue in accounts through cross-sell, up-sell and services usage
• Learn from best practices in industry
• Reinforce company-wide culture of Customer Success
• Align with Finance around measurement and forecasting
• Align with Marketing around marketing to existing clients
• Create rapid onboarding process for new team members
• Develop listening points in customer journey (e.g., usage, satisfaction, etc.)
• Align with Product around driving product roadmap
• Increase renewal rates and reduce churn
• Establish system for tracking metrics
• Lead World-class Customer Success Team
• Enhance Effectiveness and Efficiency Through Technology
• Foster collaboration within team and across customer lifecycle
• Onboarding experience
• Encourage continuous learning within team
• Map customer journey and maintain
• Advocacy
• Create company-wide customer feedback loop
• Align with Executive Team around key metrics and objectives
• Measure Effectiveness of Customer Success

What We're Looking For

• Enthusiastic and creative leader with the ability to inspire others
• Demonstrated desire for continuous learning and improvement
• Up to 25% travel annually including travel to develop and lead a world class global customer success team
• 10+ years experience in leading a customer success organization in a SaaS business. Ecommerce experience preferred.
• Excellent communication and presentation skills
• Ability to manage influence through persuasion, negotiation, and consensus building
• Analytical and process-oriented mindset
• Deep understanding of value drivers in recurring revenue business models
• Strong empathy for customers AND passion for revenue and growth

Benefits

• Company-paid Life and AD&D coverage
• Voluntary benefits, including critical illness, accident insurance, legal services, and pet insurance
• Sabbatical leave after 5 years of continuous service
• 401(k) plan with employer match
• Company-paid health, dental, and vision insurance
• Charitable donation matching
• Continuing education stipend
• Open PTO
• Company-paid Short Term and Long Term Disability coverage
• Remote work allowed
• Medical and dependent care flexible spending accounts (FSA)

Searchspring is an equal-opportunity employer and proud to foster a workplace free from discrimination and harassment. We strongly believe that diverse backgrounds, experiences, and perspectives are essential in cultivating an inclusive culture and building an innovative, successful organization. All qualified applicants are considered for employment, without regard to age, race, color, religion, sex, national origin, disability, veteran status, sexual orientation, gender identity, or any other protected status. If you require accommodation during the application process, please don't hesitate to contact us.

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