Director, Customer Success [REMOTE]
Ottimate
Customer Service, Sales & Business Development
United States · Remote
Posted on Dec 20, 2024
Ottimate (formerly Plate IQ) helps fast growing businesses automate accounts payables on their terms. We simplify everything from invoice management to payments for both recurring and one-off expenses with a cloud-first approach that enables remote work. Ottimate’s AP Automation and VendorPay Network helps businesses pay and get paid faster.
At Ottimate, passion generates excitement for what we do and how we do it. With passion at the heart of everything we do, we nurture ideas, inspire excellence, and find creative ways to eliminate obstacles for cultivating growth. The positive attitude with which we assist one another develops open, honest, and genuine connections. Above all, we celebrate and embrace our differences. We invest in each other because we win or lose as a team.
Our values are at the center of our company and culture. At Ottimate (formerly Plate IQ), we value: Growth, Customer Focus, Innovation, Accountability, and Communication.
The Role
As the Director of Customer Success, you will be responsible for leading the strategic direction of post-acquisition customer success, developing and scaling programs that drive customer satisfaction, retention, and growth, and optimizing the customer journey to maximize lifetime value (LTV). Reporting to the VP, Customer Success, you will work closely with leadership across sales, product, and marketing to ensure our customers are fully realizing the value of our solution, while driving strategic initiatives that result in sustainable growth and a world-class customer experience.
This is a highly visible and impactful leadership role where you will have the opportunity to shape the future of customer success, and ensure our customers derive value at every stage of their journey and contribute to our revenue growth.
- Department
- Operations & Account Management
- Employment Type
- Full Time
- Location
- United States (Remote)
- Workplace type
- Fully remote
- Compensation
- $145,000 - $165,000 / year
- Reporting To
- Kara Dion
What You'll Do
- Strategic Leadership and Vision
- Set the strategy for the post-acquisition customer success function, ensuring alignment with overall business objectives.
- Drive the creation and execution of strategies that maximize customer retention, upsell, and expansion, with a strong focus on ensuring customers realize the full value of our product.
- Lead the development and implementation of a scalable customer success framework to optimize the customer journey from onboarding through renewals and expansions.
- Program Development and Execution
- Lead the design and roll-out of innovative customer success programs and initiatives, such as product adoption, health scoring, and customer advocacy, tailored to the unique needs of our customers.
- Collaborate with product and marketing teams to ensure customers are effectively educated on new features, updates, and use cases, driving higher levels of adoption and reducing churn.
- Establish a system for proactive customer engagement, ensuring that all clients are receiving the appropriate level of support and attention based on their value and health status.
- Customer Retention and Growth
- Drive customer retention efforts through effective account management, renewal processes, and proactive risk mitigation strategies.
- Collaborate with the sales team to identify upsell and cross-sell opportunities within existing accounts, helping to expand the footprint of our solution and deepen customer relationships.
- Own and optimize key retention metrics, including Churn, Net Revenue Retention (NRR), and Customer Lifetime Value (LTV), ensuring consistent growth and customer satisfaction.
- Leadership and Team Development
- Lead, mentor, and develop a team of Customer Success Managers (CSMs) and Team Leaders, providing coaching and professional development to enhance team performance and engagement.
- Establish clear performance goals for the team and ensure they are aligned with broader company objectives.
- Build and nurture a high-performing customer success culture, fostering collaboration, empathy, and customer-centric thinking.
- Data-Driven Decision Making
- Utilize customer data, feedback, and insights to continuously improve and refine the customer success strategy, programs, and processes.
- Develop a robust reporting framework to measure key success metrics, identify trends, and communicate performance to the executive team.
- Use data to identify at-risk customers and proactively engage with them to prevent churn and ensure satisfaction.
- Cross-Functional Collaboration
- Provide customer feedback and insights to the product team to help inform the product roadmap and improve product offerings.
- Collaborate with Marketing to create customer advocacy programs, case studies, and reference materials that highlight customer successes and drive brand loyalty.
What You'll Need
- Experience: 8+ years in customer success or account management, with at least 4 years in a leadership role managing a customer-facing team.
- Background: SaaS, B2B tech, or related fields, with a strong understanding of client success in a growth-stage company. AP automation experience a bonus!
- Proven track record: driving customer retention, growth, and success in a subscription-based business model.
- Team Development: Ability to lead and develop talent within the team to ensure continued growth and success.
- Technical Skills: Proficiency in CRM tools (Salesforce preferred) and experience with reporting platforms for monthly and quarterly reporting.
- In Person Engagement: Meet customers and teammates in person, attend Ottimate and industry hosted events as needed. 40% travel
What We Value
At Ottimate (formerly Plate IQ), we value a growth mindset and seek high-performing, creative individuals who dig into problems and see the opportunities for success.
At Ottimate (formerly Plate IQ), we value a growth mindset and seek high-performing, creative individuals who dig into problems and see the opportunities for success.
- We value those who believe improvement is always possible. At Ottimate (formerly Plate IQ), everything is a work in progress – we see room for growth in all areas
- We emphasize an environment of teaching and learning to equip employees with the tools needed to be successful in their function within the company
- We strongly believe in the value of growing a diverse team and encourage people of all backgrounds, genders, ethnicities, abilities, and sexual orientations to apply
What You'll Receive
We care deeply about making Ottimate an incredible place to work and invest a significant amount of time and energy into creating and maintaining a company culture that provides our team with a generous level of support whilst inspiring them to do their best work.
The specific benefits/perks we offer are continually evolving, but currently include:
- Compensation: $145K - $165K plus bonus and equity - salary commensurate with experience.
- Work from home in an energetic remote-first environment that supports flexible working hours and understands work-life balance.
- Competitive salary based on skills & experience.
- Medical, Dental, Vision and other Company-Subsidized Benefits for you and your family.
- Employer sponsored 401(k) with company match.
- Paid Time Off (and the encouragement to use it).
- Annual company retreats.
- Promote from within philosophy.
Beyond the tangible benefits though:
- You will be part of a growing team, at a pinnacle moment of scale for the business, and experience the excitement of working in a startup where each action makes a huge difference.
- You will have the agency to solve difficult problems creatively, the freedom to explore work that inspires you, and infrastructure to ensure you're constantly challenged and developing.
- You will work with sharp, passionate teammates solving some of the most unique challenges and positioning our product as a premier finance automation solution.
- Our commitment to empowering a diverse and inclusive workforce, celebrating differences, and creating a safe space for our employees to bring their whole selves to work is second to none.
- We are transforming entire industries using innovative technology including Artificial Intelligence, Payment Tech, and Neural Networks.
- Our leaders lead with a people-first approach; inspiring excellence, nurturing ideas, and finding creative ways to eliminate obstacles for cultivating growth.
- We truly love what we do and who we do it with - and we think you will too!
Ottimate is an equal opportunity employer that is committed to diversity and inclusion. We do not discriminate based on race, color, national origin, religion, gender, gender expression, sexual orientation, age, veteran status, disability status, or marital status. If you are excited about the role but do not meet 100% of the qualifications listed above, we encourage you to apply. Nothing in this job posting should be construed as an offer or guarantee of employment.
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About Ottimate
Ottimate is AP automation AI that provides a smarter way for AP managers, approvers, controllers and CFOs to work through the entire invoice lifecycle. With mature deep learning capabilities, Ottimate gets to know your business and AP process down to the line-item, supporting a custom approval and payment workflow.
Ottimate not only eliminates over 90% of the manual accounting process but also provides insights into invoices and spend, helping finance professionals uncover opportunities for growth. This means more strategic business decisions for CFOs and a better day-to-day for the entire team.
Don’t just Automate AP. Ottimate it.
Ottimate not only eliminates over 90% of the manual accounting process but also provides insights into invoices and spend, helping finance professionals uncover opportunities for growth. This means more strategic business decisions for CFOs and a better day-to-day for the entire team.
Don’t just Automate AP. Ottimate it.
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