Director, Customer Success (Hybrid)

The Boston Business Journal, The Boston Globe, and Inc. Magazine have all named Allego as a top place to work for four consecutive years. We were also recognized by Selling Power as one of the 50 Best Companies to Sell for in 2022.

Allego is a rapidly growing SaaS technology company with a modern approach to learning and enablement for today's workforce. Our technology ensures that sales teams have the skills and latest knowledge to make the most of every selling situation.

Allego is looking for a highly motivated Director of Customer Success (DCS) with a track record of success in a high growth SaaS environment. As a strategic thinker, hands-on partner, and inspiring leader, you will lead and mentor a team of 7 CSMs to ensure an exceptional experience for our Mid-Market customers.

As the DCS you’re responsible for the successful onboarding and ongoing adoption of Allego across customers in our Mid-Market segment which is comprised of companies with up to 3,000 employees across multiple verticals. You’ll be both an active coach to the Mid-Market team, an effective and collaborative partner with MM Sales, and a key member of the Customer Success Leadership team. This position reports directly to our Chief Customer Officer.

• Coach and develop Customer Success Managers to deliver excellent onboarding and retention service.
• Continuously evaluate and evolve the methodology for ensuring successful Mid-Market customers. The methodology will include process, reusable tools, templates and best practices to support rapid and ongoing adoption.
• Own and work directly with 3 accounts to ensure product expertise and ongoing evaluation of process and tools.
• Mentor the team on best practices of handling at risk accounts, serving as an escalation point providing hands-on support to manage to resolution.
• Work cross functionally with Allego Product, Product Development, Sales and Marketing teams.
• Support achievement of Mid-Market retention and expansion goals
• Special Projects as assigned by CCO

Requirements

The ideal candidate is a resourceful team player who loves to mentor and motivate a team. You also possess strong program management skills, an ability to multi-task, and have excellent communication skills – listening, writing, and speaking.

Other requirements include:

• 10+ years in a high-tech customer services role
• 5+ years experience in a people management role mentoring entry to mid-level services people.
• Capable of packaging and repurposing good ideas for the benefit of all customers
• Proven experience in quickly becoming a customer advocate with the foundation of customer relations and/or account management
• Ability to set and manage expectations, resources and time
• Engaging, prescriptive and persuasive communication style
• Experience in Financial Services, High Tech and/or Medical Device industries preferred
• Customer training and/or sales enablement experience is a plus
• Ability to work well and contribute independently as well as in a team environment
• College degree or higher
• Travel – 15%

Benefits

Allego offers a comprehensive and competitive benefits program that enables employees to choose the benefits that best fit their needs and the needs of their families. Full-time new hires are eligible for most benefits on the first day of employment:

• Medical/dental/vision
• Unlimited vacation
• Paid parental leave
• Health Reimbursement Account (HRA)
• Flexible Spending Account (FSA)
• 401(k) with matching
• Short & long-term disability, AD&D, life insurance
• Stock

Check out our benefits at allegobenefits.com

Culture and Values:

Our core values, better known as Allego’s Operating Principles, are at the heart of our business. They are the fabric of our culture and central to our approach to work, our customers and with each other. Take a look here!