Title: Director of Customer Success and Product
Location: 100% on-site at our HW office in Tempe, AZ
Position Overview: As the Director of Customer Success and Product, you will play a pivotal role in driving the strategic development of our product offerings through proactive leadership, customer journey mapping, churn prevention, and upsell initiatives. You will lead the Customer Success team in creating a seamless client journey, driving customer success within the first 30 days of their purchase, and leveraging insights from surveys and KPI analysis to enhance existing products and propose new recurring revenue opportunities. This role will also lead product development discussions within a quorum that includes the Creative Director and Director of FP&A.
Key Responsibilities:
- Product Development Strategy: Define and execute strategies to evolve and enhance our product offerings based on customer feedback, market trends, and competitive analysis.
- Customer Insights and Research: Conduct surveys, gather actionable insights, and analyze KPIs to drive product innovation and development.
- Churn Prevention and Upsell Motion: Identify driving factors leading to churn and develop strategies to reduce churn rates. Implement upsell opportunities and initiatives through proactive customer engagement and relationship management.
- Client Journey Mapping: Create and optimize the client journey, ensuring a seamless and positive experience from onboarding to ongoing success.
- First 30 Days Success: Implement initiatives to drive customer success within the first 30 days of engagement, increasing overall satisfaction and retention.
- Cross-functional Collaboration: Work closely with the Creative Director and Director of FP&A to align product development initiatives with brand strategy and financial goals.
- Leadership and Team Development: Lead the Customer Success team in executing customer engagement strategies, ensuring high levels of customer satisfaction and retention.
- Process Optimization: Implement best practices and streamline workflows within the Customer Success department to maximize efficiency and effectiveness.
- Training and Development: Develop training programs and initiatives to equip the Customer Success team with the skills and knowledge needed to deliver exceptional customer experiences.
- Performance Tracking and Reporting: Establish KPIs and metrics to measure the success of customer success initiatives and product enhancements, providing regular updates to senior management.
Qualifications:
- Bachelor's degree in Business Administration, Marketing, or a related field; MBA preferred.
- 4+ years of progressive experience in customer success management, product management, or a related role, ideally in a SaaS or tech-enabled service environment.
- Proven track record of driving product development and innovation through customer insights, KPI analysis, and market research.
- Strong leadership and team-building skills, with the ability to inspire and motivate cross-functional teams.
- Experience leading product development discussions and collaborating with creative and financial teams.
- Effective communication and interpersonal skills, with the ability to influence stakeholders at all levels of the organization.
- Excellent analytical skills and proficiency in data-driven decision-making.