Searchspring – Senior Director, Customer Success, Remote – USA

Job Description

Searchspring – Senior Director, Customer Success

Who We Are

Searchspring provides ecommerce retailers with the industry-leading software platform for site search, product merchandising, and personalization. With offices in San Antonio, Denver, Colorado Springs, Portland, Toronto, and remote across the globe, Searchspring employees are dedicated to fostering an environment that enables everyone to thrive, both personally and professionally, and feel supported, engaged, and valued, every step of the way.

Backed by a growth equity firm with extensive resources and expertise in helping software and technology companies navigate transformational growth, Searchspring helps our customers, like PuraVida, Fabletics, SKIMS, West Elm, Specialized, and RipCurl increase cart size, conversion, and repeat customers. Join us as we change the way the world shops online and achieve our mission to deliver the ultimate shopper experience.

What You’ll Do

Given our business model, where our customers pay us over time, Customer Success is absolutely vital to our long-term growth and success.  We won’t be successful unless our customers are receiving massive value from our service.  As such, we need a leader to own driving success for our customers.  This role includes responsibilities for Customer Success activities (e.g., onboarding, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.). Reporting to the Chief Customer Officer, the Director of Customer Success, will build and develop a global customer success organization, and provide senior leadership, strategy, and responsibility over this key function of the Customer Operations Division.

The Director of Customer Success will be responsible for assessing the current situation, and then providing recommendations and solutions to further improve internal efficiency, profitability, delivery time, collaboration between departments and partners, and customer satisfaction. Additionally, she or he will be accountable to motivate, inspire, and coach a high-performance team of full-time team members, ensuring a good balance between continuous improvement, collaboration, and goal achievement.

How You Will Succeed

• Drive Customer Success Outcomes
  • Increase renewal rates and reduce churn
  • Expand our revenue in accounts through cross-sell, up-sell, and services usage
  • Influence future lifetime value through higher product adoption, customer satisfaction, and overall customer health scores
  • Drive new business growth through greater advocacy and reference-ability
• Define and Optimize Customer Lifecycle
  • Map the customer journey and maintain
  • Develop listening points in the customer journey (e.g., usage, satisfaction, etc.)
  • Standardize customer engagement for each point in the journey
  • Define segmentation of customer base and varying strategies
  • Identify opportunities for continuous improvement
  • Learn from best practices in the industry
• Manage Customer Success Activities
  • Onboarding experience
  • Customer Success Management
  • Renewals
  • Cross-sell / Up-sell
  • Advocacy
• Measure Effectiveness of Customer Success
  • Define operational metrics for the team
  • Establish a system for tracking metrics
  • Create cadence for review within a team
  • Expose a subset of metrics to the executive team, company, and board
• Lead World-class Customer Success Team
  • Recruit experienced leaders for each functional role
  • Attract high-potential individual contributors to the team
  • Create a rapid onboarding process for new team members
  • Foster collaboration within the team and across the customer lifecycle
  • Encourage continuous learning within the team
• Enhance Effectiveness and Efficiency Through Technology
  • Reference and advocacy solutions
  • Customer Success Management platform
• Inspire Customer Success Across the Company
  • Reinforce a company-wide culture of Customer Success
  • Align with Marketing around marketing to existing clients
  • Align with the Product around driving the product roadmap
  • Align with Sales around cross-sell and up-sell and focus on selling with a retention focus
  • Align with Finance around measurement and forecasting
  • Align with Executive Team around key metrics and objectives
  • Drive company-wide definition of the ideal customer
  • Create a company-wide customer feedback loop

What We’re Looking For

• 10+ years experience in leading a customer success organization in a SaaS business.  Ecommerce experience preferred.
• Ability to manage influence through persuasion, negotiation, and consensus building
• Strong empathy for customers AND passion for revenue and growth
• Deep understanding of value drivers in recurring revenue business models
• Analytical and process-oriented mindset
• Demonstrated desire for continuous learning and improvement
• An enthusiastic and creative leader with the ability to inspire others
• Excellent communication and presentation skills
• Up to 25% travel annually including travel to develop and lead a world-class global customer success team

Benefits

• Open PTO
• Sabbatical leave after 5 years of continuous service
• Company-paid health, dental, and vision insurance
• Medical and dependent care flexible spending accounts (FSA)
• Company-paid Short Term and Long Term Disability coverage
• Company-paid Life and AD&D coverage
• Voluntary benefits, including critical illness, accident insurance, legal services, and pet insurance
• 401(k) plan with employer match
• Continuing education stipend
• Charitable donation matching
• Remote work allowed