Senior Director, Customer Success

Spotnana is seeking a Senior Director, Customer Success to develop, implement, and execute a clear strategy for delivering world-class customer success, support, and services. You will evaluate and leverage the existing team infrastructures and operational metrics to implement necessary adjustments needed to increase renewal rates, drive expansion with current clients, and increase customer satisfaction. This role is essential in increasing Spotnana’s capability to successfully deliver value across all of our markets globally during this period of fundamental growth.

Responsibilities:

• Support Spotnana's growth by understanding value drivers for SMB/Mid-Market & Enterprise organizations
• Expand Spotnana’s ability to deliver value to our customers by developing and implementing new, innovative and forward thinking services offerings
• Build a scalable and predictable Customer Success playbook with high operational rigor that addresses the specific needs of Spotnana’s’ diversified customer base
• Create and nurture a feedback loop with Product, Engineering, Sales and Marketing
• Work with cross-functional business partners to ensure satisfaction, adoption and expanded use of solutions across all levels of customer size and complexity
• Build and retain a world-class team of Customer Success professionals, including mid-level managers and directors
• Inspire, encourage, enable, and develop high performers, while building a culture of predictability, accountability, and consistency

Qualifications:

• 8+ years experience leading an international Customer Success organization at a high growth B2B SaaS company
• Expertise in supporting customer operations by effectively setting KPIs and output driven incentivisation plans, monitoring customer health, and designing processes and leveraging systems for high adoption
• Proven ability to achieve and surpass customer renewal and revenue expansion targets, as well as customer usage/engagement metrics
• A deep understanding of customer use cases and product capabilities. Ability to diagnose common customer needs and issues, and to translate those needs into actionable solutions
• Familiarity and practical expertise with various success-enablement technologies such as success management platforms, community and portal tools, self-service tools, on-line training tools, etc.
• Extensive experience with building high performance, global success teams
• Skilled in designing processes and strategies to recruit, retain, mentor, train and lead a world-class team
• Demonstrated the ability to lead by serving others, who is a perpetual learner, and who has the ability to continually motivate the team, enhance the company culture, and up level the CS organization
• Proven experience of engaging and influencing C-Level executives
• Be able to prioritize tasks and initiatives in a fast-paced environment, as well as problem-solve
• High energy, go-getter with fresh ideas who takes the initiative to get things done
• Ability to adapt to new processes and experimentation with different approaches
• Bachelor’s degree minimum

Spotnana strives to offer fair, industry-competitive and equitable compensation. Our approach holistically assesses total compensation, including cash, company equity and comprehensive benefits. Our market-based compensation approach uses data from trusted third party compensation sources to set salary ranges that are thoughtful and consistent with the role, industry, company size, and internal equity of our team. Each employee is paid within the minimum and maximum of their position’s compensation range based on their skills, experience, qualifications, and other job-related specifications. 

The annual cash compensation for this role is: $170,000 - $180,000 USD

Benefits offered include:

• Equity in the form of stock options which provides partial ownership in the company so you can share in the success of the company as it grows
• Pre-tax and ROTH 401(k) options via Fidelity with up to a 4% company match
• Comprehensive benefit plans covering medical (United Healthcare or Kaiser), dental (Guardian), vision (Guardian), life (Mutual of Omaha), and disability (Mutual of Omaha) effective on your hire date. We cover 100% of your employee premiums and 85% of your eligible dependents
• Pre-tax flexible spending account options for health, dependent care and commuter expenses
• 20 vacation days per year in additional to 10 company holidays, 4 company recharge/wellness days and an end of year company shutdown
• Up to 26 weeks of Parental Leave
• Monthly cell phone/internet stipend
• Additional benefits including access to RocketLawyer’s online legal platform, International Airlines Travel Agent Network (IATAN) membership, Pet Insurance through Fetch, Financial Wellness through Origin and SoFi, EAP through Mutual of Omaha, The Calm app through Kaiser, pre-tax parking/transit program and more.