Director, Customer Success

Who We Are:

DebtBook is an industry-leading fintech software platform that revolutionizes the way local governments, higher education, healthcare organizations and their finance teams work. Our powerful, cloud-based software helps public finance teams manage all aspects of their debt, leases, and subscriptions, streamline financial reporting, and share information simply with others.

We are driven by a collective commitment to foster a Growth Mindset, exemplify the strength of One Team, consistently go Above and Beyond, and Take Ownership of our responsibilities and outcomes. Our mission is to cultivate an environment where innovation thrives, and our team members are empowered to reach their full potential. 

About This Role: 

Our Customer Success Management (CSM) team is responsible for maintaining positive customer relationships with a focus on customer satisfaction, which will ultimately lead to contract renewal with DebtBook. Ensuring that DebtBook’s functionality is being fully leveraged in a fast-paced, high velocity environment is no easy task during a period of growth, so we’re in need of a proactive, strategic Director of Customer Success to drive the continued success and growth within the Enterprise segment of our CSM function. 

What You’ll Do

• Recruit, develop, performance manage, and lead a world-class Customer Success team
• Ensure team achievement of KPIs and operating metrics, including GRR / NRR
• Set cadence for communication and relationship building touchpoints between CSMs and Enterprise customers from time they are fully implemented through renewal
• Own the renewal motion, including forecasting, churn management, and operational workflows
• Serve as an escalation point for customers in the Enterprise book of business
• Ensure executional excellence in the CSM team; institute and uphold best practices to keep clients engaged with DebtBook to fully adopt the platform features and functionality
• Drive efficiencies and continuously improve the overall customer experience by collaborating with our sales, implementation, and support teams to provide a consistent and unified customer experience
• Build and deliver Customer Success programs tailored to meet the needs of customers at various stages in the customer journey, identify and mitigate risk, and foster deeper engagement
• Collaborate closely with our product and enablement teams to glean and share customer feedback on product features and use cases
• Utilize SalesForce CRM and ChurnZero to measure team performance, analyze trends, and identify opportunities for optimization (including team capacity, client retention, and expansion)
• Actively contribute to internal meetings, strategy development, and goal assessment as a member of the CS Leadership Team; work closely with the VP on long term planning. 

What You Bring

• 7+ years overall experience working in B2B SaaS software companies with at least 5 years managing customer success and/or account management teams
• Track record of exceeding retention and expansion revenue goals
• Proven success building and leading Customer Success teams through transformational change
• Enthusiasm to actively invest time in developing, coaching and mentoring your team members around best practices for managing a book of business and thinking strategically
• Experience driving projects that improve operational efficiency and drive deep strategic value for customers
• Comfort in a fast moving startup environment with shifting business demands.

Why DebtBook 

Proud to be named one of the “Best Places to Work” by Charlotte’s Business Journal, DebtBook is a fast-growing company where we dream big, move fast, make an impact, and bring joy to everything we do. Our core values drive our success as an organization, and we are looking for talented teammates who share our passion for challenging the status quo, innovating in all we do, and wanting to make a difference.  

DebtBook is an Equal Opportunity Employer. We value diversity and prohibit discrimination and unlawful harassment in the workplace. All applicants will receive consideration for employment based upon their qualifications without regard to race, religion, color, national origin, ethnicity, gender, gender identity or expression, pregnancy, sexual orientation, age, marital status, genetic information, political affiliation, National Guard or veteran status, disability, or any other protected status under federal, state, or local law. We welcome and encourage applicants with disabilities to contact our team for assistance during the application and hiring process. We are committed to expanding accessibility and making reasonable accommodations in accordance with applicable law.