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 these organizations manage all aspects of their debt, leases, and subscriptions, streamline financial reporting, and share information simply with others.

Our Customer Success Management team is responsible for maintaining positive client relationships that ultimately lead to contract renewal with DebtBook. Ensuring that DebtBook’s functionality is being fully leveraged in a fast-paced, high velocity sales environment is no easy task during a period of exponential growth. We’re looking for a proactive, strategic  leader who can scale the Customer Success Management function to keep pace with our accelerating success. 

What You’ll Do

As Director, Customer Success you will:

• Recruit, develop and lead a world-class Customer Success team, including the establishment of KPIs and operating metrics; 

• Set cadence for communication and relationship building touchpoints between CSMs and clients from time they are fully implemented through renewal;

• Develop an operational framework including territory management, capacity planning, account assignment governance and segmentation; 

• Take ownership over the account management process, drive efficiencies, and continuously improve the overall client experience by collaborating with our implementation and support teams to execute a seamless handoff after launch;

• Coordinate and lead ongoing training sessions with clients to optimize full adoption of the software;

• Build and deliver Customer Success programs tailored to meet the needs of customers at various stages in the customer journey and different segmentation needs; 

• Collaborate closely with our product team and share knowledge with CSMs around DebtBook’s product roadmap that enables them to collect and share feedback shaping product improvements;

• Utilize Hubspot CRM and ChurnZero to organize the CSM pipeline and mine opportunities for deeper engagement, client retention, and expansion;

• Ensure that CSMs follow best practices keeping clients engaged with DebtBook (through ongoing training, information and new software developments). 

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 with respect to high volume, high-velocity renewals and delivering programs that 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. We are looking for talented teammates who share our passion for challenging the status quo, innovating in all we do, and who want to make a difference.  

When it comes to benefits and perks, we are committed to supporting our employees’ well-being to make their lives better, both in and out of the office. We offer:

• Competitive salaries plus equity (stock options) for all employees;
• Comprehensive health, dental, and vision insurance, 401(k) with 4% employer match; 
• Flexible work schedules and generous leave policies (including unlimited PTO); 
• Professional development opportunities and tuition reimbursement;
• Family and wellness perks;
• Monthly get-togethers;
• Stipends for remote workers to set up their ideal work space;
• Top-of-the-line equipment, and a newly furnished office.

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.