Senior Director, Customer Success (West Region)

Transfr is on a mission to create alternative pathways to career success. Our hands-on simulation-based training provides people with the skills they need to enter or reenter the workforce, enabling them to have a better quality of life. Our technology gives immersive training that the user absorbs much more readily than video tutorials, slide presentations, and other training methods.

We believe the future starts with innovative workplace training and hands-on skills development. We’re building bridges between schools, workplaces, and governments to make jobs more accessible and create a better tomorrow, today. 

This is an exciting time! Demand for VR skills-based training has never been higher. Our startup is in hyper growth mode, scaling in every direction. We are looking for people that possess a true love for learning and have a burning desire to contribute to outcomes that change the world.

Summary: We are seeking to add a Senior Director of Customer Success to our Customer Experience (CX) organization. This hands-on management role leads a team of CSMs to provide superior consultative services to all customers. This role will oversee Customer Success Managers in the West, who are the primary owners of relationships with customer stakeholders and influencers. The role will partner closely with other leaders across Customer Success, Sales, Technical Support, and Product to drive strong usage, retention, and growth.

Responsibilities:

• Serve as a regional leader to drive retention and expansion for the associated region’s book of business.
• Lead a team of highly motivated, customer-focused CSMs, through creating and executing a cohesive CS strategy with tangible goals, consistent performance, and tracking of key metrics to drive utilization and long-term partnerships.
• Drive customer and team success through process ideation and revision, resource creation, and strategic planning. 
• Serve as an escalation point for customers to enhance service, resolve issues, and mitigate risks to renewals. 
• Monitor account health and renewal probability across the region to advise on means of improvement to meet targeted KPIs and drive business decisions.
• Provide leadership and guidance to coach, motivate and lead the team members to their optimum performance levels and career development.
• Remain knowledgeable and up-to-date on Transfr products and outside resources with potential to increase team’s effectiveness, overseeing implementation of necessary systems.
• Keep leadership apprised of potential areas of concern and collaborate on resolutions.
• Foster a collaborative, supportive and effective culture within the team and with internal partners. 
• Recruit, train, and develop individuals, expanding the team to meet the demands of our growing partner base.

Requirements:

• 7+ years of customer success experience with 5+ years leadership experience with teams of 5+
• Strong experience with renewal-based business processes, upselling, and/or cross-selling, monitoring data for successful implementations, and developing and implementing Customer Success best practices.
• Ability to forge relationships and work effectively within and across teams in a highly dynamic work environment.
• Strong organizational, managerial, and personal skills to successfully communicate and negotiate with internal and external customers.
• Proven track record of consistently exceeding objectives; self-motivated, and driven by results.
• Continuous learning mindset and detail-oriented approach to the Transfr mission to create jobs.
• Strong problem solving and priority setting abilities, with the ability to build consensus amidst competing priorities.
• Capable of translating complex issues into simple terms to facilitate discussion and decisions.
• Superior verbal and written communication skills and experience working with others in various positions.
• An enthusiastic teammate with a positive attitude
• Experience working with Salesforce a plus.
• Must be located in the West or Central timezones.

What we offer

The base salary range for this position is expected to be between $120,000 and $130,000, with the actual base salary amount dependent on a number of factors, including but not limited to a candidate’s credentials, relevant experience, and primary job location. In addition to salary this role may be eligible for variable compensation and additional company benefits such as stock options, 401(k), paid vacation and sick time, and medical/dental/vision insurance.

In Closing:

If you're looking to make a big difference in the lives of others, we invite you to join us on our mission to make learning more intuitive by helping individuals develop the skills they need for career success. 

Be a part of creating pathways to prosperity by helping to develop training simulations to teach skills that lead to well-paying jobs, for all.

At Transfr, we embrace diversity because it breeds innovation. Transfr is an equal opportunity employer that participates in E-Verify committed to providing equal employment opportunities to all applicants, consultants, and employees, and prohibits discrimination and harassment of any type without regard to race, color, religion, age, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

**Must be authorized to work in the United States without restriction**

Learn more at transfrinc.com