Director, Premium Contracts

Hi, I'm Natalie, VP of Customers at Customer.io. I’m looking for a Director of Premium Contracts to join our team.

As the Director of Premium Contracts you will be leading our renewals and expansion programs - the two revenue arms of our business. We’re looking for someone with a strong background in a sales environment, who can coach our talented team of Contracts Specialists towards ambitious expansion and retention goals for each of our Premium contracts.

On a day to day, you will triage upcoming and open renewals and conduct regular touch points with the team to ensure the program is on track and executing at a high standard of quality. You will constantly be on the lookout for ways to improve our renewal and upgrade process, and work with our Billing team to leverage their expertise in the setup and maintenance of our custom contracts.

As the leading expert on the Contracts Team, you will be responsible for the training and development of individual contributors to ensure that they are performing at high levels in areas such as objection handling, proposal creation, and task management. You will have the two existing members of the team reporting directly to you, with opportunity to hire a third person per our hiring plan for the year. You will have the opportunity to assess our existing process, and revamp areas to improve on efficiency, customer experience, and the health and happiness of the rest of the team performing this vital task for the business. The VP of Customers will set your strategy, and you will lead its execution with your experience and drive for success. You should also be ready to take escalations from any customers who need special attention or more assistance in closing their contract.

You will be in a key position to hear feedback from customers, be it positive or negative. You’ll be ready and willing to take this to our Product and Support teams to help them continually improve based on customer insight.

Today, our Contracts Team is powered by Help Scout for ticketing, Vitally for customer profiling, and Trello for project tracking. While we mostly interact with each other through Notion and Slack, it’s not uncommon for us to jump on a Zoom pairing session to talk through specific proposals or general process matters. As an incoming Director, you will also have the opportunity to implement tooling that you feel would help the team perform at the next level.

Interested in growth opportunities? So are we. We're in search of folks who want to develop professionally as Customer.io grows.

What we are looking for:

• Located in The Americas
• Experience in a sales environment with revenue-related performance goals
• At least 5 years of experience in a sales or contracts role; 2 years experience in a management role
• Experience managing annual contract cycles from $1,000 MRR up to $30k+ MRR
• Excellent written and verbal communication skills
• Be motivated with a self-starter attitude
• Previous work for a SaaS subscription company is a bonus!
• Ability to work in a fast-paced, team environment
• Willingness to experiment with your process

About you:

• You love chasing targets and goals.
• You enjoy helping others with your experience and take pride in their development.
• You see every renewal window as an opportunity to improve the customer experience.
• You take ownership of delivering results and get satisfaction from getting things done.
• You’re ready to bring new ideas and energy to a high performing team
• You’re not afraid to ask questions if you’re confused about how something works, or why it is set up in a certain way.
• You understand written communication is not always flawless and assume the best intentions during interactions with customers and your team. Empathy is one of your strongest attributes.

About Customer.io

Our mission at Customer.io is to power automated communication that people like to receive. Today over 3,800 internet businesses use Customer.io to manage, send, and track performance of email, SMS, and push notifications. Unlike typical marketing platforms, Customer.io helps businesses increase relevance by using behavioral data: what people do or don’t do when logged in to a web or mobile app.

We are offering a starting salary of $145,000 - $169,000 USD depending on experience and subject to market rate + variable compensation.

Benefits at Customer.io include:

• Unlimited PTO - we recommend 20 vacation days (in addition to holidays and sick days) so that you can unwind, unplug, and recharge
• 100% medical, dental, vision, and supplemental insurance for you and your dependents
• 12 weeks paid parental leave - for birth, adoption, or foster care
• 401k retirement matching - up to 5% dollar for dollar match to retirement contributions
• Health and wellness allowance - Up to $200 USD per month that can be used for your healthy living needs, including gym membership, acupuncture, massage, or bike repairs
• Home office stipend - Up to $2,000 USD to help you get your home office set up so you can do your best work
• Internet + cell phone reimbursement - Up to $200 USD per month for your internet and cell phone plans
• Co-working space reimbursement - Up to $300 USD per month for those times you'd prefer to work in a co-working environment
• Learning + development - Up to $2,000 USD reimbursement per year to use on conferences, books, classes, or workshops - anything that will help you develop your skills
• 1 month paid sabbatical after four years at Customer.io - to treat yourself to a vacation, or spend however you choose
• Company retreats twice a year - we typically get together IRL every spring and fall, but most recently had an amazing virtual retreat!
• Flexible schedule, work anywhere you want! - as long as you have a reliable internet connection and some overlapping work time with your manager, you can work where and when you want

All final candidates will be asked to complete an employment and education verification authorization form (which allows us to verify your job history and education listed on your resume) as part of our pre-employment process.

Customer.io recognizes the stifling impact of systemic injustice on diverse communities. We commit to using our influence to increase inclusion and equity within the tech industry. We strive to build an inclusive team culture, implement bias-free hiring practices, and develop community partnerships to expand our global impact.

Join us!

Check out our careers page for more information about why you should come work with us! We are passionate about our core values of Empathy, Transparency, Responsibility, and Awkwardness and are looking for new coworkers to share and build that passion!

How to apply

Apply at the link below by 9am PDT on May 2nd and tell us why you're interested in the position!  Please be sure to mention your book in your cover letter. There is no wrong answer, you'll have to trust us on that one! There is no advantage to applying early so put your best foot forward. We plan respond to all applicants by May 9th with a status update about your application.

Here's what you can expect from our hiring process:

1. 30 minute video interview with Symone, Recruiting Manager
2. 45 minute video call with Natalie, VP of Customers
3. 60 min call with Natalie + our Chief Financial Officer and Chief Revenue Officer, during which you will present your plan to help Customer.io increase revenue expansion across our customer base.