Director of Customer Success in Raleigh or San Francisco

Do you spend your weekends thinking about how to improve your product adoption and implementation numbers? Do you watch your churn number like it is the Dow Jones ticker? Did you just read an article on the top five characteristics of successful change-oriented leaders? Have you been accused of being too process oriented? Yup, we are definitely looking for you!

At UserVoice we create a product management platform which helps companies listen to their customers, intelligently prioritize their product roadmap, and provide an excellent customer experience. We’re building a customer success team focused on helping our customers effectively onboard and use this platform to build the best products in the world. We want our customers to know and love the UserVoice product so much that it changes how they do their jobs. We need people to live that fight on the front lines, educating, supporting and working alongside our customers.

We’re looking for a very special individual who has a demonstrated ability to develop, operate, and improve a customer success department. We’re not talking about that “build a team cliche” - we need someone who knows the challenge that is building effective processes, iterating on them, finding the right team members and developing them into world-class customer success managers and implementation engineers.

If you’re a self-starter with an entrepreneurial spirit and a technical aptitude, you’ll fit right in. We’re hiring A players (not rockstars, they just drink all night and sleep all day) - just the absolute best. We’ve got an incredible opportunity in front of us, a team cranking to execute, and we need someone else to help us get there. If you’re down to put in the hours and want to make a difference, this is the place for you.

Key responsibilities

  • Work alongside the COO and BizOps team to develop the strategy and focus for the department
  • Communicate frequently with the executive team (and the broader company) on your goals, metrics objectives, and progress
  • Own the renewal and NPS numbers, providing insight and direction to the company in order to make improvements across these metrics
  • Get your hands dirty by leading success calls, handling renewals, and driving implementation so that you can improve our existing systems and processes with a real-world perspective
  • Identify blockers to key customer milestones like successful onboarding and product usage in order to promote and drive solutions
  • Develop training materials and coach the team to create a consistent customer experience from onboarding to renewal
  • Identify, screen and hire customer success managers and implementation engineers as we grow the team

Need to have

  • 6+ years of experience in a customer operations role (Success, Account Management, Implementation or Professional Services)
  • 2+ years managing teams
  • Proven ability to hire, coach and grow incredible talent
  • Track record of building teams, processes and technology based on specific company needs, not just industry “best practices”
  • Startup experience
  • A GSD attitude and the willingness to change processes and methods as we evolve
  • Ability to work daily in downtown San Francisco, CA or Raleigh, NC

Nice to have

  • Technical prowess with SaaS products (knowledge of and the ability to communicate with customers things like SSO and API integrations)
  • Experience working with product managers and product management teams
  • Fearlessness with a willingness to try new ideas, concepts, and be wrong (but definitely learn from the experience)
  • An unabashed desire to work with A players and an unwillingness to compromise
  • A track record of successful exits
  • A strong bench of previous colleagues who you can draw on to build out the team

Sound right up your alley? Want to learn more? So do we! Give us a few reasons to really get excited about you - share your thoughts on:

  1. What’s the best hire you’ve ever made? Why?
  2. What’s the greatest impact you’ve made on a customer-facing team? Who else was involved?
  3. If we polled your current team, what’s the biggest complaint about your current management and work style?

Not looking for a novel here - just hoping to add some color to an otherwise typically boring resume/LinkedIn profile. We want to get to know you!