Director of Customer Success

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About the job


Groove is the leading sales engagement platform for enterprises using Salesforce, specializing in ease-of-use, ease-of-administration, and cross-team collaboration. Built for the needs of full-cycle sellers, Groove automates non-sales activities so that pre- and post-sales reps can spend more time building relationships and generating revenue. On average, Groove gives revenue teams 20% of their time back to focus on higher-value activities. Groove’s Salesforce-native architecture can be customized to align with industry-specific workflows while ensuring more accurate reporting and forecasting, lower compliance risk, and streamlined administration.


Over 70,000 account executives, sales development, and customer success representatives use Groove at some of the world’s largest and fastest-growing companies, including Google, Uber, BBVA, and Capital One. Groove has earned the highest customer satisfaction rating on G2 in the sales engagement category for over two years in a row.


Groove was named one of Inc. Magazine’s Best Workplaces 2021 and is one of the 2020 Inc. 5000 fastest-growing privately held companies in the U.S. Groove also ranks #16 on the San Francisco Business Times’ “fastest-growing private companies in the Bay Area in 2020” and #191 on the Deloitte 2020 Technology Fast 500 list. Founded in 2014, Groove is headquartered in San Francisco with offices in San Diego and Seattle. To learn more, visit groove.co.


About The Role


We’re looking for an amazing Customer Success leader who is ready to take our already high-performing CSM team to the next level! This is a new role at Groove and we’re ready to move full steam ahead. Our CSM team is laser focused on adoption, NPS, and retention. You’ll be responsible for driving process, engagement and enablement, scaling our success model globally, engaging customers to drive positive business outcomes, all while leading a team of managers and individual contributors. This is a great opportunity to build on top of an already world-class organization!


As the leader of this department reporting to the VP of Customer Experience, scaling our team of rockstar CSMs from 10 to 20+ in the next 12 months. In addition, you will define and iterate on our customer success strategy moving forward. Reflected by your ability to stay on the ground level of our day-to-day operations, your success in this role will ultimately be measured by your team’s ability to reduce churn, increase customer growth and promote customer stickiness. Coaching our growing team on customer engagement, customer retention and overall scale will be your North Star.


Responsibilities

Lead our CSM team in driving user adoption, high NPS, and long term partnerships with our customers

Define and execute on a scalable strategy for driving adoption and growth across the customer base. This includes defining, inspecting and reporting on an operating cadence that enables proactive action

Apply a results oriented approach to develop and improve upon team goals, KPIs, and execute the plan to achieve and exceed them

Partner with our sales team in identifying upside opportunities within accounts

Partner closely with our product team to the voice of the customer, give feedback on the product roadmap and back what you’ve learned from product with our customers

Develop engagement models, methodologies, and offerings that ensure the adoption of the product

Develop thoughtful and strategic offerings which engage customers at key points in the Customer lifecycle to drive product adoption, value realization, and delight customers

Attract, recruit, inspire and retain the best talent, and grow our current team of high performing CSMs in their career


Qualifications

10+ years in Customer Success, 4+ years in CS leadership

Proven ability to develop strategies, translate them into initiatives and track successful delivery

Possesses a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams

Deep sense of empathy and curiosity when it comes to working with our customers

Technical expertise and ability to acquire knowledge of new products and constructively engage with product leadership to help shape the product roadmap

Comfort in navigating a fast-growing, high-standards business with ambiguity and flexibility

Self-motivated, driven and passionate about an excellent customer experience


Competencies


You have deep experience developing Customer Success strategy and leading Customer Success teams at global, high-growth B2B SaaS companies.

You know how to design and build the operational infrastructure required to support a Customer Success organization including success plans, dashboards and metrics.

You have a deep understanding of what Customer Success excellence looks like, both quantitatively and qualitatively.

A skilled communicator and collaborator, you are capable of building meaningful internal and external relationships and representing the interests of the Customer Success team effectively.

You have a growth mindset and are a learner by nature, you push yourself and your teams to improve and develop.

You make learning a priority for your people.


Benefits


Medical/dental/vision insurance

Life Insurance

Flexible PTO

Paid holidays

Stock options

401k match

Fun, collaborative, and balanced culture


Our Culture and Core Values


Our values speak volumes about who we are, both as individuals and as a team. At Groove, we put our team before ourselves and are dedicated to ensuring that our teammates are happy and satisfied, both in their careers and their work environment. We are a team of high-performers that operate in a culture of empathy and transparency, with a natural curiosity to continually grow. We put the team before ourselves, care more and enjoy the journey above all else. These are only a few of the reasons that we have a five-star rating on Glassdoor.


Groove is an equal opportunity employer and values diversity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We offer highly competitive compensation packages and excellent benefits, including medical/dental/vision insurance, flexible PTO, and a matching 401K.


If this sounds like your next ideal career move, we would love to hear from you.


Groove is committed to ensuring the security and protection of the personal information that we process, and to provide a compliant and consistent approach to data protection. All submitted resumes, regardless of location, will be deleted after 1 year.

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