Director, Customer Success (Mid Market)

Special Note: You must be currently located or willing to relocate to one of our hub locations: San Francisco, New York City or Chicago

About the Role: The Opportunity at Culture Amp

This role at Culture Amp is the perfect opportunity for a passionate, customer focused leader to have a massive impact internally and externally. You will be designing the structure, process, and activities to help our front-line Mid Market teams engage with, support, and serve our customers.

In this mission-critical role, you will:

Execute and optimize the customer journey for the North America (NA) Standard Segment utilizing our established scalable strategy for driving adoption and growth across the customer baseLead cross-functional initiatives driving NA customer success outcomes to improve the customer experience in your segmentDrive operational effectiveness metrics for the CS NA team for your segment and establishing a system of efficiency over time 

• Focus on successful scalable growth, ensuring the right processes and utilization of tools are optimized
• Leverage data insights to scale our CS engagement to improve retention rates and grow customer lifetime value

Strategize on the organization structure and resources for your segment in North America as we scale 

• Lead the leaders.  Work closely to manage and grow the current NA CS leaders (and the rapidly growing team of CS Coaches) 

You have:

• Several years of experience in a customer facing capacity, including navigating and owning customer escalations 
• Extensive experience building a customer retention strategy, ideally including in challenging economic circumstances
• Experience managing Customer Success professionals, including Managers of Customer Success professionals (Leader of leaders), to business outcomes. *Must Have 2nd line Management experience*
• Strong empathy for customers AND a passion for revenue and growth
• Experience managing a book of business and driving commercial results
• Deep understanding of value drivers in SaaS or similar business models
• Several years experience partnering and driving cross-functional initiatives
• Experience leading teams through change 

You are:

• Customer-centric and committed to delivering mutually beneficial results
• Passionate about people and creating a better world of work
• Focused on building strong teams of high-performing individuals and leaders 
• High functioning in ambiguity and fast-paced growth environment
• An enthusiastic and creative leader with the ability to inspire others
• Analytical and process-oriented mindset

We believe that inclusive businesses are better, not just for “company results”, but for the world. We have a strong commitment to Anti-Racism, and endeavor to lead by example. Every step we make as a business towards anti-racism is another step we can take to support our customers in making a better world (of work). You can see our current commitments to Anti-Racism here.

We ensure you have the tools you need to thrive both in and out of work.

• MacBooks for you to do your best work
  

• Share Options - it’s important to us that everyone is an owner and can share in our success
  

• Medical insurance - for you and your family so you can feel safe in these uncertain times
  

• Excellent parental leave and in work support program, - for those families to be
  

• Flexible working schedule - where we can, let’s make work, work for you
  

• Fun and inclusive digital, and (in the future) in-person events
  

Most importantly. An opportunity to really make a difference in people’s lives

Please keep reading...

Research shows that candidates from underrepresented backgrounds often don't apply for roles if they don't meet all the criteria – unlike majority candidates meeting significantly fewer requirements.

We strongly encourage you to apply if you’re interested: we'd love to know how you can amplify our team with your unique experience!