Sr. Director Customer Success

What makes Workiz unique?

This is a special place with a unique combination of brilliance, spirit and just all-around great people. Here, if you're willing to do more, your career can take off. We are a leading SaaS company for the field service industry, one of the most recession proof and lucrative industries today.

Workiz is located in the heart of San Diego in the convenient area of Kearny Mesa. Our open space offices can accommodate our 100+ employees and when we are not hard at work, you can find us relaxing with a cup of coffee or surfing the Pacific Beach breaks. Workiz understands that you have a life outside of the office, so we have a flexible work week that allows you to work 3 days from the office and two days from home, but you won't want to miss happy hour!

Who are you?

Workiz is looking for a CS Lead, The Sr. Director of Customer Success is responsible for the overall success of Workiz's customer base. This position will manage a team of customer success managers, support leads and work with other departments to ensure that Workiz's customers are getting the most value from our products and services. The Sr. Director of Customer Success will also be responsible for developing and executing a strategy to increase customer retention and satisfaction.

So, what will you be doing all day?

• Developing and executing a strategy to increase customer retention and satisfaction
• Managing a team of customer success managers
• Working with other departments to ensure that our customers are getting the most value from our products and services
• Monitoring and analyzing customer feedback to identify areas for improvement
• Identifying and implementing new ways to improve the customer experience
• Collaborating with sales and marketing to create and execute customer acquisition and retention plans
• Providing leadership and guidance to the customer success team
• Ensuring that our customers are happy and getting the most value from our products and services

Drive Customer Success Outcomes

• Reduce churn and improve renewal rates
• Upsell and cross-sell to increase revenue in accounts
• Influence future lifetime value by increasing product adoption, customer satisfaction, and overall health scores
• Increase new business growth through advocacy and referrals

Define and Optimize Customer Lifecycle

• Map customer journey
• Establish listening points (e.g., usage, satisfaction, etc.) in the journey.
• Create standard interventions for each point in the journey.
• Segment the customer base and develop varying tactics.
• Identify ways to enhance the customer experience.
• Adopt industry best practices if possible.

Manage Customer Success Activities

• Onboarding
• Training
• Professional Services
• Customer Support
• Customer Success Management
• Renewals
• Cross-sell / Up-sell
• Advocacy

Measure Effectiveness of Customer Success

• Establish operational metrics for the team
• Create a system for tracking metrics
• Develop a process for reviewing metrics within the team
• Expose a subset of metrics to the executive team, company, and board

Lead World-class Customer Success Team

• Recruit experienced leaders for each functional role
• Attract high potential individual contributors to the team
• Create a rapid onboarding process for new team members
• Foster collaboration within the team and across the customer lifecycle
• Encourage continuous learning within the team

Enhance Effectiveness and Efficiency Through Technology

• Support systems
• Customer marketing software
• Reference and advocacy solutions
• Customer Success Management platform

Inspire Customer Success Across Company

• Create a company-wide culture of Customer Success
• Align with Marketing on marketing to existing clients
• Align with Product about driving product roadmap
• Align with Sales on cross-selling and up-sell and focus on selling with a retention focus
• Align with Finance on measurement and forecasting
• Align with Executive Team on key metrics and objectives
• Drive company-wide definition of the ideal customer
• Create a company-wide customer feedback loop

Requirements

Ideally, we're looking for

• 5+ years experience in leading customer-facing organizations in a high- pace Saas companies
• Ability to manage influence through persuasion, negotiation, and consensus-building
• Ideally combined background of post-sale and sales experience
• Strong empathy for customers AND passion for revenue and growth
• Deep understanding of value drivers in recurring revenue business models
• Analytical and process-oriented mindset
• Demonstrated desire for continuous learning and improvement
• An enthusiastic and creative leader with the ability to inspire others
• Excellent communication and presentation skills
• Methodic and Know how to build processes/playbooks etc.
• SAAS experience MUST
• Superb hiring and training capabilities
• Growth-oriented with a proven track record

Hiring process with us

At Workiz, we aim to complete our hiring processes at lightning speed, keeping the time between when we receive your CV until you (hopefully) sign with us super short, communicative, and transparent.

Why you'll love being a Workizer

• You'll actually love the product you work with and the people too:)
• Excellent benefits
• Team players. Rockstars without the ego. Fast learners that work hard and get S*** done
• There is no such thing as a bad idea
• 40% female %60 male
• You can grow your career in any direction you choose
• Diversity isn't just a buzzword
• We know how to have fun! Join our surf club, ping pong tournaments, and other spontaneous activities. Oh, and we throw some killer parties
• We build our people up. Every team member is treated as a long-term investment and we recognize the value in always nurturing and training them so they can go above and beyond in their skills and job duties