Location: Philadelphia

As the Director of Customer Success, you report to the VP of Customer Success (based in France, Paris), and you will manage a team of “Customer Success Specialist” based in Philadelphia, San Diego and Mexico.

Primary Roles and Responsibilities:

  • Manage large accounts (from training to implementation and follow-up)
  • Reduce churn and drive new business growth through greater advocacy and reference ability.
  • Be sure Trackforce vision and strategic plan for the Customer Success organization is well applied and understood by the team
  • Find ways for CSMs to deeply understand our customers’ objectives and become a trusted right-hand adviser
  • Identify potential issues within the Accounts and work with the wider business to take timely and effective action to resolve them
  • Determine best ways to collect client feedback to increase customer and success and satisfaction.
  • Determine critical activities needed for each type of customer, including conducting kick-off calls, check ins and in-person meetings for priority clients.
  • Serve as escalation point for the team, troubleshooting and reconciliation of client/campaign complaints and errors.

This is not a support role (that is a different team), support is reactive (responding to requests), CS is proactive (selecting who to engage with based on data).

Required Education and Work Experience:

  • 5+ years of management experience – including at least three years heading a successful customer success organization in an enterprise software environment
  • Experience with account relationship and growth management of large strategic clients.
  • Knowledge of French language preferred
  • Be able to travel nationally and internationally to meet with clients onsite, particularly for key accounts and large implementations
  • MS Word, Excel, PowerPoint, CRM, Outlook
  • Excellent verbal and written communication skills
  • Ability to handle high volume of accounts
  • Be exceptionally organized with solid and project management skills
  • Demonstrate hustle and persistence
  • Have a strong interest in technology and/or software
  • Be adaptable and energetic team player
  • Have a willingness and desire to learn and grow quickly in a startup environment
  • Knowledge of Security Industry is a big plus

Compensation

  • Salary DOE
  • Benefits: Medical, Dental, Vision, Life
  • Paid holidays, sick time, and vacation PTO

Apply:

To apply to this position, fill out the form below, making sure to include your resume and cover letter. We will get back to you if we feel like it is a good fit!