Senior Director Of Customer Success

We’re growing fast and looking for an organized and self-motivated Head of Success to help take our team to the next level!

Join the LeadSimple Team:

LeadSimple’s founders started a lead generation business connecting landlords with property management companies. Witnessing the challenges lead buyers had closing deals led into a natural segue to build out an industry-specific CRM which became the de-facto industry standard. Fast forward to 2020 when we released a process/workflow suite to move from the sales side of our clients business into the heart of day-to-day operations. The market was hungry and responded aggressively to the new direction, which led us to double down with growth and additional product expansion.

To learn more please visit: https://www.leadsimple.com/careers/senior-director-of-success

Position Responsibilities:

The Head of Customer Success oversees support, success and professional services and acts as the customer champion who pushes the company to “own the outcome” for every single customer. They do this by collecting and analyzing customer data and feedback and turning it into onboarding, retention and upsell strategies as well as feeding into the product road map. They will manage the teams involved in all aspects of demoing product, new account onboardings, ongoing support / education and full blown paid implementations. All departments look to customer success for input as it functions as the heart of the company.

This role includes:

• Revenue Expansion: Identify and act on up-sell and cross-sell opportunities, ensuring customers are aware of the full range of solutions we offer.
• Strategic Leadership: Develop and implement the overarching strategy for Customer Success, ensuring alignment with the company's objectives and KPIs.
• Drive Customer Outcomes: Ensure that our customers achieve their desired outcomes with our product, leading to increased product adoption.
• Team Development: Recruit, mentor, and lead a team of customer success managers, ensuring they have the resources and training needed to be successful.
• Inbound & Account Management: Ensure strong inbound strategies for customer queries and maintain high levels of account health.
• Professional Services Growth: Identify opportunities to expand our professional services offering, ensuring that we're providing value-added services to our customers.
• Referral & Advocacy: Cultivate a customer community that actively promotes our brand and refers new business.
• Cross-Functional Collaboration:Work closely with Sales, Product, and Marketing teams to ensure a cohesive customer journey.

Qualifications:

• Active team player, self-starter, and multitasker who can quickly adjust priorities
• Experience with Customer Success builds or rebuilds
• Ability to work effectively across multiple departments in a deadline-driven environment
• Thrive on developing high performing managers and team
• Analytical and process-oriented mindset
• Minimum 3 years of experience working as a Customer Success Manager, leading a customer success team with proven performance
• Strong skills in verbal and written communications, strategic planning, and project management
• Early startup experience
• Proven success in performance management for mid- large team sizes

Our Dream Teammate will be:

• Embrace learning new technology
• Driven
• A Proactive Problem Solver
• Able to anticipate needs and provide solutions
• Enthusiastic and positive
• MASSIVELY Organized
• A Self-Starter
• Own the outcome
• Always learning and coachable

Location: Remote

Job Type: Full-time

Salary: Starting at $155,000.00 + Equity