Director Of Customer Success

About the job
This role is critical in shaping our long-term success by developing programs and practices to enhance our customer engagement and support. Our Customer Success team coordinates the post-sale experience for Terminal 49 customers by driving product adoption, aligning resources, developing success plans, proactively mitigating risk, and identifying opportunities for expansion. This Director role will be responsible for up-leveling our CSM skillset and scaling our customer engagement alongside Terminal49's growth.
What you will do
Provide strategic direction, development, and management of post-sales operations
Train the team on effective customer engagement techniques and ensure they understand our customers' needs, drive strong customer adoption, value realization, retention, expansion, and referrals
Coach team on genuine and positive customer engagement strategies, including monthly check-ins, and developing demonstrable knowledge of customer’s business, goals, and priorities
Ensure smooth onboarding processes for customers to quickly and effectively start using our product
Proactively address customer issues to ensure high satisfaction and mitigate churn risk
Increase opportunities for expansion and up-sells by creating a bridge between Sales, Product, and Customer Success teams
Support in customer escalations by working with the customer and teams across the organization to address the issue in a mutually beneficial way
Manage and develop CS team performance based on key metrics including onboarding efficiency, product adoption, NPS, account retention, and contract expansion
Identify areas for process innovation and improvement to support sustained growth
Work closely with Marketing, Sales, and Product teams to provide a seamless customer experience
Requirements
Who you are
7+ years in B2B software Customer Experience/Success, with 3+ years in management
Successful track record of designing and implementing customer success strategies that have delivered increased customer satisfaction, loyalty, and retention
You’ve worked with early or growth stage startups
Natural problem solver with a customer-centric mindset and bias toward action
Strong grasp of core customer success metrics and ability to use data to inform decisions
Strong understanding of high-value touch points with customers, including Executive Business Reviews, that drive deeper customer engagement
Demonstrable experience of setting ambitious goals and coaching a team to attain and retain top performance
Excellent communication and interpersonal skills, with a knack for building strong relationships with internal and external stakeholders
Experience meeting multiple objectives in a fast-paced, start-up environment
BA/BS degree required, MBA or other relevant advanced degree preferred
Essential Mindset &
Collaboration
Alignment with our core values:

Intrinsic motivation to be at the forefront of Customer Success
Desire to learn the ins and outs of global container logistics
You love interacting with customers and helping them improve their business outcomes
You create alignment and collaborate with everyone on the team—whether they are in CS, Ops, Sales, Engineering, etc. You believe inspiration can come from anywhere
You have a “can do” attitude and are comfortable making decisions to unblock yourself or others
Strong written and verbal English skills to communicate with our international team
Bonus Attributes
Experience in a distributed, remote team environment
Proficiency in Hubspot CRM
You've independently led a foundational CS initiative for a SaaS product
Previous experience in supply chain, trade, logistics, trucking, and/or transportation
BA / BS in supply chain, business administration, marketing, or other relevant programs strongly preferred
Benefits
401K plan
Equity
Comprehensive Medical, Dental, &
Vision Insurance
Paid time off and sick leave
FSA, Dependent Care FSA and HSA