Director of Customer Success - [Remote] - [United States]

Remote | Operations | Full-time | Fully remote

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Here at Crisp, we value the strength in teamwork, and strongly believe that it’s the key to Crisp’s success. By bringing together bright, motivated creators, wherever they live and work, we are leveraging humanity’s diversity of experience and background in order to understand the challenges facing our food supply, and solve them together. Come join us, and help build the type of business you’d like to be a part of.

We are a socially conscious, distributed team. We give you the opportunity to solve challenges in the global food industry while living where you’re most comfortable and working in areas where you can help foster and grow the community that you are a part of.

We believe in transparency, diversity, merit and fostering a culture of empowerment, personal impact and career growth. As the Customer Success leader you will be responsible for the team that onboards new users, account management, and customer support. Your organization will be tasked with serving both the SMB and Enterprise customers. Your primary metric will be generating net negative churn through a great customer experience and aggressively driving upgrades and revenue expansion. 

Signs of a great candidate

  • Collaborative. You know that your team members’ perspectives will make our customers successful. Similarly, you use your strengths to help us grow together.
  • Customer focused. Our customers are at the forefront of your day.  You prioritize our customers voice to ensure their needs are met.
  • Disciplined and reliable. We are a distributed company and you enjoy the benefits of working remotely while consistently delivering what you have committed to. When you hit a snag, you communicate and reset expectations early.
  • Appreciative of honest feedback. You know that the best way to learn and grow is through constructive feedback delivered kindly, but without unnecessary ambiguity. You view feedback given to you as an opportunity to get better and strive to do the same for others.
  • Work smarter and harder. Technical support is hard work and you strive to find ways to enable the customer to be successful.  You know when to insert yourself to interact with a customer and when to help with tools. You propose ways for us to be more engaged and successful with our customers based on metrics.

Signs of a great Director of Customer Success leader candidate

  • You have experience leading CS organizations.  Coming into Crisp you bring deep experience into designing and implementing a robust customer success organization. You have been part of best in class organizations in the past and are excited about building your own perfect organization.
  • Expert at managing and learning business systems.  You have experience using Jira, Zendesk, Salesforce or other systems commonly used by CS organizations  
  • Works collaboratively throughout the organization to optimize customer journey.  You know how to work with account executives to ensure new customers have the best possible experience. You can maintain relationships across the organization without compromising the CS strategy.
  • You are passionate about driving net negative churn. You have worked in an organization that prioritized net negative churn in the past and you have a clear understanding of the systems and processes needed to achieve it. 
  • Acts as a critical partner to the product organization.  You are able to identify patterns in customer requests and know when to escalate bugs or requests to the product organization. You are deliberate in your communication and ensure you rely on hard data to drive your recommendations.
  • Thrives in ambiguity and has the ability to make good things happen independently.  Continuously finding innovative ways to improve dashboards, metrics, systems and CS processes. Always on the lookout for trouble and is capable of identifying early indicators of future problems.
  • Highly intelligent problem solver eager to take on new tasks. Always willing to tackle new challenges or help chase down disruptive emergencies. Understands that they aren’t above any task that is critical to the growth of the company.
  • Communicates clearly and with credibility.  You communicate articulately and aren’t afraid to lead a discussion. You can clearly document processes and procedures to the sales organizations.

We are building a team of customer success people with a breadth of combined experiences so that we can collaboratively enable our customers to be successful. There are no hard requirements on specific background, experience or geographical location. Instead we’re looking for individuals that are capable, reliable, and hoping to grow along with us. Do you have strengths you can share? If so, we’d love to hear from you!