Swooped ยท 9 hours ago
Director Customer Success
United States
Full-time
Remote
Director/Executive
$160K/yr - $180K/yr
7+ years exp
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Responsibilities
Lead a team of CSMs, ensuring the effective onboarding, adoption, and retention of customer accounts.
Establish performance metrics and foster a collaborative, high-performing culture.
Develop and scale initiatives to maximize product usage, reduce churn, and drive customer satisfaction.
Deepen customer affinity and advocacy across higher education and corporate markets.
Oversee onboarding and training efforts to ensure successful implementations and usage.
Direct formal (NPS) and informal customer sentiment measurement.
Develop and implement strategies to improve customer retention and manage renewals.
Collaborate with Sales to identify upsell opportunities and drive account growth.
Act as a customer advocate, encouraging feedback for continuous product and process improvement.
Conduct regular business reviews, highlight key metrics, and address any customer concerns.
Possess an in-depth understanding of relevant products, features, capabilities, use cases, workflows, and benefits.
Analyze user data and generate actionable insights to inform health/risk vectors for customers in the portfolio.
Create and deliver regular performance reports to clients, highlighting key metrics and demonstrating the impact of the platform on their initiatives.
Work closely with Product, Engineering, and Marketing teams to optimize the customer experience.
Partner with customers for product testing, feedback sessions, and beta offerings.
Qualification
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Required
7+ years in Customer Success or Account Management, with 3+ years in a leadership role.
Proven experience in team management, customer retention and renewals, customer engagement, and customer success strategies.
Strong oral and written communication and interpersonal skills, with an ability to build lasting client relationships.
Knowledge of EdTech or SaaS products, with an understanding of and ability to articulate customer use cases.
Fluency with Gainsight, Salesforce.com, Hubspot, and Outreach.
Lead a team of CSMs, ensuring the effective onboarding, adoption, and retention of customer accounts.
Establish performance metrics and foster a collaborative, high-performing culture.
Develop and scale initiatives to maximize product usage, reduce churn, and drive customer satisfaction.
Deepen customer affinity and advocacy across higher education and corporate markets.
Oversee onboarding and training efforts to ensure successful implementations and usage.
Direct formal (NPS) and informal customer sentiment measurement.
Develop and implement strategies to improve customer retention and manage renewals.
Collaborate with Sales to identify upsell opportunities and drive account growth.
Act as a customer advocate, encouraging feedback for continuous product and process improvement.
Conduct regular business reviews, highlight key metrics, and address any customer concerns.
Possess an in-depth understanding of relevant products, features, capabilities, use cases, workflows, and benefits.
Analyze user data and generate actionable insights to inform health/risk vectors for customers in the portfolio.
Create and deliver regular performance reports to clients, highlighting key metrics and demonstrating the impact of the platform on their initiatives.
Work closely with Product, Engineering, and Marketing teams to optimize the customer experience.
Partner with customers for product testing, feedback sessions, and beta offerings.
Benefits
Medical, dental, vision, life & disability insurance
A 401(k) plan with company match
An unlimited PTO policy
Company
Swooped
Swooped is a job search platform using AI to optimize resumes and cover letters, focusing on remote job opportunities.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase
