Job Description
**Job Title: Senior Director of Customer Success**
**Company Overview**
We are a leading provider of an all-in-one, cloud-based software solution tailored for the beauty and wellness industry. Our platform empowers businesses to manage every aspect of their operations seamlessly through a comprehensive mobile solution. This includes features such as online appointment bookings, point of sale (POS), customer relationship management (CRM), employee management, inventory management, and built-in marketing programs. Our mission is to help clients streamline their systems, reduce costs, and enhance customer retention and spending. We serve over 30,000 salons, spas, medspas, and fitness studios across more than 50 countries, supporting a diverse portfolio of global brands.
**Recent Achievements**
- Surpassed a $1 billion unicorn valuation
- Recognized as a Next Tech Titan by GeekWire
- Secured an $80 million investment from TPG
- Ranked as the 316th fastest-growing company in North America on Deloitte's 2020 Technology Fast 500™
- Certified as a Great Place to Work for 2021-2022
**Role Overview**
As the Senior Director of Customer Success, you will play a pivotal role in driving customer growth and satisfaction. You will be responsible for ensuring that customers derive maximum value from our products by implementing tailored consulting and professional methodologies that align with their business size, region, and vertical.
**Key Responsibilities**
- **Drive Customer Success Outcomes**
- Ensure customers achieve a strong return on investment (ROI) from our products.
- Enhance future lifetime value through increased product adoption, customer satisfaction, and overall health scores.
- Foster new business growth through customer advocacy and reference-ability.
- **Define and Optimize Customer Lifecycle**
- Map the customer journey and identify key listening points (e.g., usage, satisfaction).
- Standardize interventions for each stage of the journey.
- Segment the customer base and develop tailored strategies.
- Identify opportunities for continuous improvement and learn from industry best practices.
- Measure and enhance the effectiveness of customer success, professional services, and enablement teams.
- Act as the Voice of the Customer within the organization, driving cross-functional initiatives to improve engagement and adoption.
**Skills and Qualifications**
- Passion for customer success and a strong focus on delivering customer value.
- Deep understanding of business and technology.
- Excellent negotiation and consultative skills.
- Ability to articulate and manage customer expectations effectively.
- Experience in managing complex accounts and building relationships at the C-level.
- Proven ability to work with remote teams in a fast-paced, dynamic environment.
- Informal, people-centric approach to work.
- Strong credibility with senior leadership.
- Global mindset with an external perspective.
- Outstanding communication skills.
- Knowledge of enterprise implementations and support processes is a plus.
- 10+ years of experience leading customer-oriented teams.
- Willingness to travel to customer locations on short notice as needed.
**Educational Requirements**
- A degree in engineering or a related field is required.
- PMP certification is a plus.
**Benefits**
We believe that when people feel good, they can achieve great things. We are committed to providing enriching career opportunities and dynamic financial rewards. Our supportive and dynamic work environment encourages a healthy work-life balance. Benefits include:
- Medical, dental, and vision coverage
- Participation in the company 401k plan
- Paid parental leave
- Unlimited paid time off
- Flexible work hours
**Compensation**
- Salary range: $180,000—$220,000 USD
**Equal Opportunity Employment**
We are an equal opportunity employer and prohibit discrimination and harassment of any kind. We are committed to creating a diverse and inclusive workplace for all employees.
Employment Type: Full-Time
Salary: $ 180,000.00 220,000.00 Per Year
Job Tags
Full time, Remote job, Flexible hours,