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Director, Customer Success

Heap

Heap

Customer Service, Sales & Business Development
Remote
Posted on Friday, September 1, 2023

You will build lasting relationships with our most important clients from successful launches to identification of new use cases, and ongoing strategic support that increases satisfaction, maximizes the Heap experience and ultimately drives revenue retention and growth. We win when our customers win.

As the Director of Customer Success, Commercial (SMB), you will manage a team of CSMs who manage value-driving partnerships with Heap’s customers. The Heap CSM team is responsible for alignment with executives via joint success plans, ongoing adoption of Heap, and ROI attainment & measurement.

Responsibilities:

  • Lead a growing team of SMB Customer Success Managers.
    • Directly manage a global team of 7+ CSMs in North America & India.
    • Own coaching team in order to enable execution of operational objectives
    • Recruit, inspire, and retain top talent.
    • Iterate on a world class customer success toolkit to enable every CSM to perform at their best.
  • Own leading and lagging indicators of success.
    • Retain and grow revenue of Heap customers, owning the gross retention & expansion metrics for your team’s customer base.
    • Support CSMs who own product adoption metrics, success plans, and relationship plans.
    • Maintain high NPS across the customer lifecycle.
  • Serve as an expert on product analytics & change management.
    • Develop complete context on our product and become an expert in the product analytics & adjacent markets.
    • Become a thought leader on data-driven change management who can serve as a resource to your team.
    • Serve as the trusted advisor for key customer executives, including C-levels.
    • Support Heap customer community events.
    • Communicate technical concepts clearly. Convey sound data principles to a wide variety of audiences: product managers, marketers, customer success managers, data scientists, engineers, and C-level executives.
  • Own the entire customer journey.
    • Support team of CSMs to conduct executive and quarterly business reviews to document success to date, review adoption and usage metrics, align on executive priorities, provide adoption and usage recommendations & review Heap product roadmap.
    • Support the product feedback and voice of customer processes with your team
    • Coach your team on managing renewals, and engaging with AEs to drive expansion.
    • Develop trust-based relationships with leaders in Sales, Product, Support, Ops, Solutions Consulting, Education, Professional Services, Marketing, and Partnerships.
  • Deliver business value.
    • Coach CSMs on success planning.
    • Coach CSMs on measuring & communicating ROI to customers.
    • Support executive interactions, including business reviews.
  • Drive revenue expansion.
    • Partner with Sales Leaders to maintain close collaboration between CSMs and Account Executives.
    • Proactively identify where and how Heap capabilities can deliver incremental business value.
  • Constantly iterate on our process.
    • Be part of a growing team at Heap and help inform our approach to our customer lifecycle processes.
    • Work cross functionally and manage special projects internally to help Heap scale as fast as possible.
    • Contribute to our team growth by creating new content, playbooks, and processes for peers to use as winning strategies.

Skills & Experience:

  • 10+ years of experience in a consultative customer facing role in software or consulting
  • 5+ years of direct management experience
  • Demonstrable results from coaching early career professionals
  • Record driving increased adoption, customer satisfaction, and NDR
  • Knowledge of the analytics market & architectural patterns
  • Strong operational discipline with an analytical, process-oriented mindset and a data-based approach to decision making and assessment
  • Technical curiosity and acumen, preferably with experience in front-end analytics
  • Knowledge of Force Management’s Command of the Message Framework, MEDDIC, and other common go-to-market frameworks.
  • Travel up to 50% of the time

Ideal skills, nice-to-have:

  • Experience with HTML, CSS, JS, SQL
  • Experience working with integrating data using front-end and server-side APIs
  • Experience with BI tools & warehouses (Looker, Tableau, Snowflake, Redshift, etc.)
  • Domain expertise in SaaS, Financial services and/or Ecommerce (B2B and/or B2C)

How you & your team will be measured:

  • Team Engagement
  • Gross Retention
  • Expansion
  • Product Adoption

For New York City-based candidates, the on-target earnings for this role is anticipated to be between $170,000 - $215,000. The anticipated pay is based on information as of the time this post was generated. Actual compensation for successful candidates will be carefully determined based on a number of factors, including their skills, qualifications, and experience.

People are what make Heap awesome. Regardless of age, education, ethnicity, gender, sexual orientation, or any personal characteristics, we want everyone to feel welcome. We are committed to building a diverse and inclusive equal opportunity workplace everyone can call home.

Heap has raised $205M in funding from NEA, Y Combinator, Menlo Ventures, SVAngel, Sam Altman, Garry Tan, Alexis Ohanian, Harj Taggar, Ram Shriram, and others. We offer plenty of awesome benefits, and we are currently named #17 on Glassdoor’s Best Places to Work (SMB). We'd love to hear from you!

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