The soul of Double Good lies in the mission of creating and sharing joy. Our digitally-native fundraising platform is built on the idea that connecting with supporters should be simple, approachable and effective. Our user experience, coupled with our handcrafted ultra-premium popcorn, empowers organizations to do more of what they love. The funds raised go on to relieve the high costs of education, extra-curricular activities, community engagement, and athletic development.

Our social initiatives echo our values and passions. We partner with purposeful organizations to benefit students and athletes facing physical, intellectual, and financial challenges. Our goal is to amplify marginalized voices and push the boundaries of access in academic and athletic activities by contributing experiences, equipment, and educational opportunities to the communities that crave them the most. We strive to level the playing field and enrich the diversity of participants.

As the leading product-based virtual fundraising solution on the market, Double Good continues to expand its impact across communities nationwide. We're experiencing rapid product-led growth, driven by the continuous improvement of our platform based on user research and feedback. Our app is widely acclaimed, with an ever-growing 4,000+ 5-star reviews in App and Play Stores. Our expanding team of creators, thinkers, and problem-solvers is united in our goal of empowering kids, students, and community leaders to do more of what they love.

ABOUT THE ROLE

This newly created leadership opportunity will significantly impact our mission-driven organization.  Supported by the Vice President of Customer Operations, the Director of Customer Growth & Success will deliver excellence to our customers by building and guiding the direction of the Customer Growth & Success operations, including setting team goals, defining organizational structure and driving strategic priorities. As this role focuses on Customer Experience, as needed, you will directly interact with customers and contribute to Double Good’s understanding of the Voice of the Customer.

What you will do at Double Good:

• Develop, lead, and scale a team of individuals responsible for driving positive outcomes for Double Good’s multinodal customer community. Serve as a leader, developing a culture of high performance by recruiting, mentoring and inspiring a group of talented individuals
• Build and develop policy, process, and strategy for Double Good’s emerging Customer Growth & Success function
• Act as Double Good’s principal subject matter expert and source of truth for all things Customer Growth & Success
• Collaborate closely and effectively with cross-functional partners across different parts of the organization
• Ensure consistency across subjects and channels for outbound Customer Growth &  Success communications
• Help determine and build out metrics to establish and measure the function’s performance
• Develop and maintain relationships with partners and vendors
• Develop plans and strategies to assess, prioritize and mitigate risks

ABOUT YOU

You have profound experience and subject matter expertise across customer service, and you’ve developed some (or all) of this expertise in a growth environment. Possessive of an analytical mindset and driven by data, you are adaptable, thrive in ambiguity and relish working with partners. An empathetic leader and listener, you revel in team building, performance management and professional development for those you lead.  You’re as comfortable coaching a front line support associate as you are presenting business cases to senior leadership.  You care deeply about the impact your work has on communities.  

Ideal Candidates will have...

• Bachelor’s or Master's Degree preferred or equivalent experience in a leadership role with a customer experience focus
• Demonstrated success in translating strategic plans into operational excellence, ideally in growth environments, including building, scaling, and managing teams and functions
• Deep understanding of customer success themes, strategies and tactics and how to translate them into best practices and processes. Desire for continuous improvement and an appetite for keeping abreast of relevant developments in customer success across industries.
• A high degree of emotional intelligence with the ability to build trust and buy-in from a wide array of stakeholders
• Natural curiosity and the ability to navigate ambiguity
• An analytical mindset; SQL skills preferred

Perks:

• Competitive pay
• Working with amazing charity partners and helping kids
• Autonomous work environment
• 401k with 4% Match
• Health Insurance, Dental & Vision offered with competitive company contribution
• Healthiest You (teladoc service) covered 100% by Double Good
• Company sponsored disability and life insurance

Okay, now that you know what we are looking for, if this is you, please send us your resume!

We are an equal opportunity employer and value diversity at our company. We desire to have our employees reflect the diverse communities we serve. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.