Director of Customer Success - US Remote

Split • Remote

Company

Split

Location

Remote

Type

Full Time

Job Description

Split Software is an industry-leading Feature Delivery Platform which enables companies to embrace Impact-Driven Development across their engineering teams. We pair the speed and reliability of feature flags with data to measure the impact of every feature. By reducing development time, mitigating release risk, and quantifying impact, we free engineering teams to solve customer and business problems.

The Director of Customer Success will oversee our MidMarket and Enterprise CSM team ensuring they drive product adoption, maintain outstanding renewal rates, and develop customer champions.  A successful candidate in this role is a motivational people manager, an analytical leader that thrives on process improvements and a strong strategic advisor. 

This role reports into the VP of Customer Success. The candidate can be based anywhere in the United States in a remote role. Preference for candidates in the Redwood City, CA area open to a hybrid role. The on-target earnings for the role will range from $200K to $250K depending on experience, depth of skills, and location. 

We Value the Journey: Your Days at Split

We make the most of every day acting with urgency and determination. 

  • In alignment with Split’s overall Customer Success strategy, define and execute the CS vision for our medium and high touch customer segments
  • Oversee day-to-day activity of your team members and monitor performance goals while providing ongoing feedback, coaching, and guidance.
  • Provide expert CS knowledge, best practices and coaching to the team on navigating complex organizational structures, objection handling and renewals management.      
  • Analyze data and current processes to maximize existing successes, continuously optimizing process improvements driving to better outcomes and developing opportunities for further scale.
  • Accountable for forecasting and delivering on key customer success metrics (churn, upsell, NRR, product adoption, NPS, customer health score) 
  • Advocate for customer needs or issues driving cross-functional alignment to help resolve account escalations.
  • Drive cross-functional collaboration and communication across sales, professional services, customer education, customer support, and product management to facilitate aligned customer outcomes and product adoption.
  • Results oriented leader and as a member of the extended leadership team ensure proactive participation, communication and strategies for collectively meeting company objectives / performance targets.
  • Travel to customer sites as appropriate.
We Believe in Bold: About You

Experimentation is core to our culture – let’s iterate til’ we win. 

  • 2+ years of team management experience running Enterprise customer accounts within a rapidly growing B2B SaaS company
  • 5+ years of previous IC experience in customer success or account management
  • Has previously owned renewals and retention metrics
  • High level of empathy for customers 
  • Strong value creation, story telling, negotiation and renewals management skills
  • Can prepare and deliver impactful written communication and presentations with customers, senior leaders and executives
  • Teaches and explains complex nuisances with ease
  • Not afraid to roll up your sleeves to become a product and industry expert understanding how to create value for our customers to drive usage and cross sell. 
  • Prevents issue escalation and knows how to quickly get resolution. Accepts unexpected challenges and maintains a positive attitude as a role model for others.
  • Operates with a sense of urgency in execution and tendency toward speed with ability to adapt and change while having an eye toward longer - term scale initiatives
  • DevOps or experimentation experience preferred
US Pay Range
$200,000—$250,000 USD
We Row Together: Our Culture and Belonging

We’re all in the same boat with mutual trust and respect. 

We believe an inclusive workplace is critical to the success of our team and our customers. We constantly strive to make Split a safe and welcoming place for people from systematically marginalized communities. We’re looking for teammates that are as passionate as we are and want to join us in doing this extremely important work.  

We believe face-to-face in-person communication is invaluable. We don’t believe that it is the default for everyone. We have been fully remote before, and our teams continue to grow and span across time zones and countries. The heart of our shared culture is virtual - in our lively Slack channels, our Zoom company meetings, in every photo and #highfive shared. Our offices act as important vessels for our culture, but we are so much more. 

Taking care of our employees is essential to the health of our business. We strive to provide a thoughtful and comprehensive total rewards package to support our teammates' wellbeing through benefits, perks, growth opportunities and a strong company culture.

Why Should You Become a Splitter: 

  • Competitive salary + equity đź’°
  • Educational reimbursements so you can continue growing personally and professionally. 
  • Split’s remote-inclusive philosophy - giving Splitters the flexibility to work from home or one of our offices located in Redwood City, CA, Boston, MA, and Tandil, Argentina.
    • Our offices are fully stocked with snacks
    • We’ve piloted Localized Hubs Stipend for remote teams to foster cross-collaboration and team bonding within their local hubs.
    • We offer temporary remote work options to give employees flexibility to work from anywhere
  • We invest in your wellness 🌱: 
    • Company-wide wellness closures so you can take time off to recharge and be your best self.
    • End-of-Year company closure 
    • Flexible PTO 🏝
    • Monthly Wellness Stipend
  • Volunteer Time Off in addition to company-wide volunteer events
  • Great health benefits and parental leave!*
  • Commuter Benefits
  • Additional Perks
    • Patent Incentive Program
    • Employee Referral Bonus 
    • Spot Bonus Program
    • In-person and virtual team events
  • The values that guide our culture:
    • We Put Customers at the Center
    • We Row Together
    • We Believe in Bold
    • We Value the Journey 

*Country Specific Details: 

  • United States
    • Anthem Blue Cross and Kaiser
    • Full Medical, dental, vision with HSA and FSA options
    • Life Insurance, STD and LTD coverage options
    • Reproductive Care Access Travel Benefits
    • Additional Sequoia Wellness programs with OneMedical, Carrot and Headspace
    • 10 weeks paid parental leave
    • Fidelity 401k (Employee contribution only)
  • Argentina
    • You can choose one the following health insurance providers and plans: OSDE 310 or Swiss Medical SMG30
    • Employees and dependants covered at 100%
    • 90 days paid maternity leave 
    • 10 weeks paid paternity leave
    • English Classes with a Native English Teacher 
  • United Kingdom
    • Split pays 100% of the premium for employees and 75% for dependents 
    • Private Medical Insurance through BUPA 
    • Life Insurance through UNUM
      • Benefit Level: x3 annual basic salary
      • Employee Assistance Programme
      • Bereavement Support Service
    • Full In-Patient treatment with comprehensive cancer cover and full out-patient
    • Therapies
    • Mental Health Cover
    • Bupa Dental Level 1
    • Up to 52 weeks of maternity leave (26 OML and 26 AML) - refer to the UK Split Handbook for details
    • 10 weeks of paid paternity leave
    • Split 5% pension match 
  • Canada
    • Split will comply with all leave requirements per each provincial government's guidance. Please visit your specific provincial government website for details.
    • Split will ensure parents receive up to 10 weeks of parental leave
Apply Now

Date Posted

11/06/2023

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