Director, Customer Success - West

Driven by the mission to democratize education, Paper is the largest provider of educational support, supporting millions of students through partnerships with thousands of school districts. Paper helps deliver true educational equity through their category leading Educational Support System (ESS) that offers virtual access to 24/7 tutors and essay reviewers. Founded in 2014, Paper philosophically believes that all students should be given the tools and resources to reach their academic potential, independent of socio-economic status, geography, language or other barriers. We are headquartered in Montreal, Quebec with remote employees across the US and Canada. Paper is proud to have been named by GSV as one of the most transformational growth companies in digital learning.
Job Summary
Job Description
Paper is looking for a Director, Customer Success to oversee the West Customer Success region. In this position, you will be a coach and a strategic planner for your team. You will lead a team of over 12 Senior Customer Success Managers, and you will also manage managers. You will help optimize customer journey processes for key customer accounts. By collaborating cross-functionally with Onboarding, Operations, and Marketing, you will ensure that Paper delivers exceptional client outcomes for all key customer accounts.
As a customer-focused company, Paper emphasizes understanding the compelling needs and problems facing our customers. By helping address these problems, you will drive revenue retention and growth across your team's customer base.
Candidates must be located in California for this role.
Salary range: $161,000-176,000 USD
Responsibilities:

• Retain and grow the revenue of your region's customer base (> $30M in annual recurring revenue)
• Lead, mentor, and inspire your team to achieve individual and team goals.
• Work with your team to develop success plans for their customers, outlining how Paper will address their critical needs; immediately and in the future
• Train, mentor, and develop your team, helping provide clear growth & career pathways for each member
• Conduct periodic customer assessments and review customer health scores with your team
• Utilize data to drive decision-making that will lead to departmental/team success
• Collaborate with Paper's Onboarding, Technical Implementation, and Marketing teams to set every customer up for success on Paper
• Contribute to the overall vision and strategy of Paper's Customer Success organization.
• Make periodic visits to customers within your assigned region throughout the duration of the contract to ensure customer satisfaction and adoption of the Paper product
• Provide guidance and support to team members, including performance evaluations, enablement, and professional development.

Qualifications:

• 5+ years of customer success experience, preferably within a fast-growing SaaS organization
• 5+ years of experience leading a (10+ person team, preferably within SaaS)
• Experience driving end-user adoption of products
• Excellent communication skills both with customers and within an organization
• A proven track record of identifying customer needs and successfully implementing long-term software solutions
• Experience with enterprise SaaS vendors preferred
• Strong track record of defining and executing against key performance indicators
• Excellent ability to build trust, create and maintain rapport with a team and business partnerships
• Ability to be challenged and challenge team members to achieve team goals
• Proactive interest in increasing customer happiness and developing customer relationships
• Proven "do-er" mentality with a hands-on, passionate, curious, persistent approach and the grit to get things done
• You are willing to travel 25%-35% of the time (travel may fluctuate)

Job perks:

• We're remote-first...
• ...but we still want to meet you, so we'll fly you in for annual meetups (sometimes more)
• We're growing fast, and so will your career
• Monthly stipend to support the growth of your home office
• Unlimited access to tutoring and educational support for children of Paper employees
• Benefits, retirement plan (+ match), stock options, and more

About Paper
Paper offers an exciting, dynamic, inclusive work environment putting excellence at the center of everything we do. Our mission is woven into the fabric of our culture, challenging our team to build meaningful and creative solutions.
We thrive when we collaborate with each other, and use integrity and selflessness to align our business decisions with our mission. We approach every challenge with positivity, achieving the outcome we want regardless of what gets in the way. Our tenacity propels our hyper-growth, where trust is key and we all strive to make an impact every day.
We believe that diverse teams build better products. Paper does not and will not discriminate on the basis of race, color, religion, gender, gender orientation, gender expression, age, national origin, disability, marital status, sexual orientation, or military status in any of its activities or operations.
Nobody checks every box, but the Paper team is built by passionate and innovative people who share our mission for democratizing education. If you don't think you meet all of the requirements above but are still interested in the job, please apply.
PS. Equity is our mission! We make sure to treat all candidates equally: If you are interested please apply through our job board - our amazing talent team will reach out! Our team isn't able to pass on any calls/ emails our way - and this makes sure that the candidate experience is smooth and fair to everyone.
Requisition ID
R-100037