Director of Client Success

We're looking for the crazy ones that are going to change the world - if that's you - apply now.

Newchip is a virtual startup accelerator that provides world-changing early-stage companies with the software tools, training, mentorship, and the investor network necessary to successfully raise capital, build, and scale their businesses to eventual exit. We're in 100+ countries and have a portfolio of over 2,000 startups that have raised $1B+ in funding since our launch in 2019.

Do you love Shark Tank? Imagine every day being like an episode but on a global scale, that's what we do. We recruit top startups and we launch virtual cohorts each month from our HQ in Austin, TX, with a goal of coaching each to a point of invest-ability. We then invest in our top program graduates alongside our 3,000+ investor network and work with them until exit.

-We're a veteran founder team with decades of experience, acquisitions and exits under our belts, and we're looking for the next member of our team that meets both our core values and can add their skillset to our melting pot of diversity.

-We're only recruiting entrepreneurial and driven individuals who are in it for the long haul to reach an IPO and that want to truly assist startups to drive results that create investment returns to our investors and investor partner network.

-If you're looking to make a difference in the world and learn in 1 year what most learn in 5, we're here to provide the mentorship, leadership, and potential to make that dream a reality - if you're here looking for a 9-5, our company isn't for you.

Apply today to join the 100+ employees in our HQ in Austin, Texas, or join one of our remote teams around the globe!

Requirements

This role is to hear the founder and be the "voice of the founder" more than anyone else in the company. A Success Director is responsible for overseeing the process of customer retention and "keeping founders happy".

Their duties include interacting with new, existing and potential customers on a regular basis, directing their team on how to best help customers and implementing customer service policies and procedures to enhance customer satisfaction.

Compensation for this role will be a base salary of $110-133k per year (based on years of Success Experience), plus a healthy equity package.

Duties:

• Strategy, Planning
• Lead and manage a team of Founder Success representatives (our version of CSMs), providing coaching, mentoring and training to enable team members to devlop a world class team
• Line manage the team
• Develop and manage client portfolios
• Sustain business growth and profitability while maximizing value
• Creating and maintaining a strong team culture
• Optimise, manage and oversee all relevant execution processes, making the customer experience as smooth as possible, and at all times optimizing for customer happiness
• Conducting regular 1-1s and team meetings to ensure synergy within the department and goals are met
• Lead CSM Training
• Live Cs (resolving the most challenging founders) handle and resolve customer complaints and requests as needed
• Monitor the Success Offensive, Zendesk strategy
• Success Project oversight
• Minimize customer churn
• Leading Success-Support Standup meetings and clearly communicate expectations and goals to the team
• Responding to Retently
• Helping develop founder events, and feature add-ons and pushing for a better founder experience.

About you:

• You have (3 - 5 years) experience in working in a customer success role/environment, ideally within a SaaS company
• You have previous experience in leading, managing, growing and getting the best out of a team of CSMs
• You love speaking to customers and understanding and solving their problems, and have excellent verbal and written communication skills
• You're happy working in a busy, buzzy environment and are adept at juggling multiple priorities at a time
• You're tech savvy and have a genuine interest in startups and our founders

• OKR: CSAT 70-75% of Promoters and Passives

• Reporting to this role:
• Success Associate and CSMs
• Head of Escalation
• Onboarding Manager
• Founder Experience Specialist
• Head of Support
• Support Associates and Leads
• Lead of Guadalajara Support Team
• Project Manager

Benefits

• Be a part of a global team with a hybrid in-office and remote culture with a headquarters in East Austin, Texas
• Industry leader in compensation packages including base plus performance incentives, equity, and company stock.
• Fully covered benefits that include medical, dental, vision, life, and disability insurances; plus a 401k program.
• Join an active culture and become a pillar in the startup community with weekly team outings and community events.
• Access to all of our accelerator certificate programs if you launch a startup during your career here (valued at $1M+).
• Active culture with a gym at HQ with bouldering, weight gym, classes, yoga, steam-rooms, and showers on-site.
• Unlimited PTO policy, Holidays, Sick Days, and Election Day off.
• Hybrid roles receive up to 60 days of remote work allotment per year at the discretion of your leadership team.
• ClassPass membership gives you worldwide access to thousands of top-rated gyms, fitness studios, salons, and spas.
• Weekly catered lunch on Fridays, as well as unlimited snacks and Starbucks coffee.
• Opportunity to make a meaningful impact in a revolutionary space working with thousands of startups around the globe.