orita · 8 hours ago

Director of Customer Success

United States

Full-time

Remote

Director/Executive

7+ years exp

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Responsibilities

Develop and maintain strong relationships with Orita’s customers; you’ll represent us with business owners, email marketing experts, and more.

Own and influence the customer journey in its entirety from implementation to renewal, and all the support in between.

You will act as the voice of the customer within our Product organization, ensuring effective management of feedback loops.

Manage a team of two, and grow the Success, Support and Account Management teams.

Work closely with our Sales and Partnerships organizations to ensure customer experiences and transitions are seamless.

Act as the primary point of contact for all customer-related activities, including onboarding, QBRs, product expansion, and support.

Monitor and analyze performance metrics, creating and providing reports to customers.

Build our own internal monitoring and reporting (NPS, NRR, time-to-value, etc.) so we understand how well we are serving our customers.

Create and carry-out Quarterly Business Reviews for customers, sharing progress, collecting feedback and identifying gaps.

Identify upsell, cross-sell and expansion opportunities, and build a scalable motion.

Influence the inevitable iterations, re-dos, and experiments surrounding how we serve our customers, whatever it may be (we’re a startup, our goals will change, get excited).

Help collect, manage, and influence important metrics like CSAT and NPS.

Iterate, iterate, iterate!

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer Success ManagementAccount ManagementTeam ManagementE-commerce ExperienceHubspotStartup ExperienceCross-Functional CollaborationCustomer Metrics ManagementNPSCSAT

Required

At least 7 years of mid-market Customer Success or Account Management experience.

You’ve managed a Success organization, or at least a large team of people within a Success organization.

You have a playbook and ideally have rolled it out at an early-stage startup or across a new segment that previously wasn’t served.

You have strong organization skills, and the proven ability to manage a high volume of customers.

You’re comfortable navigating ambiguity. You know where we need to go, but recognize it won’t always be a straight path to get there.

You have an analytical mindset. You’ll manipulate and analyze data to clearly identify performance, where we are succeeding, and what red flags we need to resolve.

You have experience collaborating cross-functionally with business partners. You work well with others to drive initiatives forward.

You learn fast - especially if you don’t have direct e-commerce experience.

You have an entrepreneurial mindset, and thrive in fast-paced environments. You anticipate the next question before answering the current one, proactively providing resources and information to ensure customers' success.