Senior Director, Customer Success

Human Interest is on a mission to ensure that people in all lines of work have access to retirement benefits. 

Nearly half of all working Americans are not saving enough for their future because they are employed by a company that doesn’t offer a retirement plan. Human Interest is changing that by making it affordable and accessible for small and medium sized businesses to offer employees a path to financial independence through retirement savings.

Our values (the guiding principles that reflect our view on what’s important and what’s right): In it for customers, autonomous & accountable, outcomes driven, inclusive collaboration, and decisive.

As the Senior Director of Customer Success, you will lead the four key functions within CS, spanning the Customer Support, Account Management, Escalations, and Compliance teams. This person will serve as one of the strategic partners to the business as we build on and execute the roadmap to support our continued growth. An ideal candidate will be able to see the big picture and have a desire and willingness to dig deep into the operational details.

What you get to do every day 

• Overall leadership of Customer Success teams.
• Customer Support: leading this team to deliver world-class support to SMB customers and their employees.
• Account Management: leading this team to deliver front line concierge level service to plan administrators using the Human Interest platform
• Escalations: Enabling this team to reduce regulatory risk by quickly solving  escalated issues should they arise.
• Compliance: leading this team to provide a best in class annual compliance experience for our customers by continuing to automate historically labor intensive processes. 
• Work cross-functionally with Product and Operations teams to reduce manual processes and continue to drive automation where possible within customer success.
• Work with / coach teams to improve the quality and effectiveness of all customer interactions.
• Partner with Revenue Enablement, Revenue Leadership, Client Onboarding, and other teams to enhance current onboarding communication, collaboration, and resolve customer escalations.
• Closely monitor key customer success performance metrics across all teams and implement changes that will drive continual improvement.
• This role will report to the Chief Revenue Officer.
  
  

What you will accomplish 

• Strategize and innovate scalable processes to drive efficiencies across each function of the Customer Success organization.
• Control the scale of the team by identifying opportunities to automate and apply technology solutions to streamline Customer Success interactions.
• Work closely across the organization to identify trends and strategies that will improve the performance of their teams and the overall customer experience.

 What you bring to the role 

• 13+ years of total experience with 5+ years of management in customer success or related disciplines in a SaaS environment, specifically in an SMB environment.
• Demonstrated experience building effective customer success operations that scale.
• You must be a results-driven, confident, and dynamic leader that can quickly make key decisions to adjust the organization to meet business needs.
• You must equally be willing to dive deep into the detail to understand the issues at a root cause level, and then be able to step back and define a strategic solution in the same conversation.
• Experience with Salesforce Service Cloud, Amazon Connect 
• Ability to effectively communicate across the organization while inspiring and motivating the team to perform at a high level.
• Demonstrated success working with high-volume metrics. Data-driven mindset.
• Experience standing up and running call center environments.
• Experience in SaaS and ability to work in a fast-paced tech environment.
• Excellent written, oral, presentation, and interpersonal communication skills.
• Bachelor’s degree.
• Experience evolving and optimizing people, processes, and tools.
• Ability to effectively facilitate change from the executive level down.
• Executive-level communication with the ability to effectively navigate and mediate conflict.
• Experience in both startups as well as established company experience.

Please feel free to apply to this position even if you do not meet 100% of the requirements listed above.

Why you will love working at Human Interest

Mission - Highly collaborative startup dedicated to supporting employee engagement and growth. It’s an opportunity to help solve one of the biggest unsolved problems in America: saving for retirement.

Compensation - Competitive salary and stock options for every employee

Benefits - 

• A great 401(k) plan: our own! Our 401(k) includes a dollar-for-dollar employer match up to 4% of compensation. 
• Employees also receive 100% paid employee health, vision, and dental premiums; dependent premiums are covered at 50%. 
• Generous PTO and parental leave policies.
• Monthly work from home stipend; annual wellness stipend.
• Employee Resource Groups including Veterans, Lift Ev’ry Voice, Pride, LatinX, Families, and Women in Tech.
• Fun online and regional events and celebrations and department and company-wide offsites.
• The vast majority of our positions can be 100% remote.

About Human Interest: 

We’re a high-growth, Series D-funded company that’s changing the retirement industry. Named one of America’s Best Startup Employers by Forbes, one of the Best Places to Work by the San Francisco Business Times, and a Top Company by Y Combinator, we’ve raised $337M and are backed by leading investors, including TPG (The Rise Fund), SoftBank, Glynn Capital, NewView Capital, USVP, Wing, Uncork, and others.

Inclusive collaboration makes us a better business

Human Interest is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran or military status, pregnancy, or any other characteristics protected under federal, state, or local laws.

Human Interest employees must adhere to the Company’s security policies and Code of Ethics. 

Please note Human Interest does not accept unsolicited resumes from any source other than directly from candidates. We will not consider resumes from vendors including and without limitation search firms, staffing agencies, fee-based referral services, and recruiting agencies. Pursuant to the San Francisco Fair Chance Ordinance, we will consider employment-qualified applicants with arrest and conviction records. We comply with CCPA guidelines. See more: https://humaninterest.com/disclosures