Director of Customer Success

| San Diego, CA
Sorry, this job was removed at 1:35 p.m. (CST) on Tuesday, November 30, 2021
Find out who's hiring in San Diego, CA.
See all Sales jobs in San Diego, CA
Apply
By clicking Apply Now you agree to share your profile information with the hiring company.

About the job


Groove is the leading sales engagement platform for enterprises using Salesforce. Built for the needs of relationship-based sellers, Groove increases rep productivity, drives Salesforce adoption, and provides revenue leaders with key insights to know what’s driving their business. Because Groove is Salesforce native, it has the most advanced activity capture in the industry, ensuring that revenue teams can rely on accurate reporting and forecasting, lowered compliance risk, and streamlined administration. Whether it’s automating CRM data entry or empowering reps to generate pipeline and close more deals, Groove gives reps 20% of their week back to focus on high-value activities.


Over 70,000 people use Groove at some of the world’s largest and fastest-growing companies, including Google, BBVA, Atlassian, Uber, and Capital One. Groove has ranked #1 in customer satisfaction on G2 in five sales technology categories and has made the Inc. 5000 list of the fastest-growing privately held companies in the U.S. for three years in a row. To learn more, visit https://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


-4+ years in CS leadership

-10+ years in Customer Success,

-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

Encouraged training and opportunity for advancement

Company wide team building retreats & virtual events

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.

Read Full Job Description
Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.

Similar Jobs

Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.
Learn more about Groove, a Clari CompanyFind similar jobs