Director of Customer Success
RAYGUN
Wellington, New Zealand
15h ago

Description

If you are passionate about helping customers succeed and want to drive growth for a well known technology company, here is your chance!

Given Raygun's subscription based business model, Customer Success is vital to our long-term profitability. We can only be successful if our customers are receiving value from our services.

As such, we're looking for an experienced leader to own driving success for our customers. This role includes responsibilities for all Customer Success activities and outcomes - i.

e. retention and expansion.

This is a hands on role, so you'll need to be comfortable leading from the front, learn every aspect of our products, conduct team training and customer webinars and build scalable processes.

If you are a proven, technically minded, senior customer success professional looking to take the leap into the next stage of your career, this is your opportunity to bring in your skills, experience and knowledge to a team of passionate customer success professionals to help Raygun achieve it's ambitious growth targets.

The kinds of things you'll be doing :

Reporting to the VP of Growth, you will bring creative ideas and a high standard of execution to improve engagement and retention of our customer base.

  • Identify opportunities for account expansion and re-engagement with at risk accounts.
  • Use Salesforce to report upon Customer Success objectives and give visibility into how customer success activities are contributing to revenue growth and product usage
  • Conduct webinars and customer training sessions as a knowledgeable expert in our suite of monitoring products
  • Manage the wider customer success team and set the team's culture, activities, strategy and performance
  • Work with marketing and technical teams to produce or advise of educational content that we can create to deliver better outcomes to customer
  • Requirements

  • Experience in leading B2B customer-facing teams and understanding of SaaS metrics
  • Self starting, driven, enthusiastic and creative leader with the ability to inspire others
  • Strong written and communication skills
  • Strong knowledge of technology and tools (We use Salesforce, Autopilot, Zoom, Slack and you should be familiar with some / all of them or their comparative products)
  • An interest or previous experience with developer tools, software development practices etc (we sell technical products to technical teams)
  • Strong empathy for customers and passion for revenue and growth
  • Analytical and process-oriented mindset
  • Strong written, verbal and presentation skills
  • Self-motivated, willing to go the extra mile
  • Flexible schedule (your team and customers may be remote!)
  • Responsibilities :

  • Increase renewal rates and reduce churn
  • Expand our revenue in accounts through cross-sell and up-sell
  • Influence future lifetime value through higher product adoption
  • Customer onboarding
  • Product focused webinars
  • Feature launch campaigns
  • Team training
  • Reporting on effectiveness of Customer Success to the Leadership Team
  • Attract and recruit high potential individual contributors into team
  • Create onboarding process for new team members
  • Foster collaboration within team and the wider company
  • Encourage continuous learning within your team
  • Leverage automation to improve your team's efficiency customer reach
  • Create company-wide culture of Customer Success
  • Collaborate with Marketing around marketing to existing clients
  • Collaborate with Product around customer feedback to help inform the product roadmap
  • Collaborate with Business Development around growth opportunities
  • Drive company-wide discussions and definition of ideal customer
  • Create company-wide customer feedback loop
  • Benefits

  • You'll work closely with a team of genuinely nice people, who will support you.
  • You’ll get to up-skill and learn new things from other team members, and share your knowledge.
  • Ability to influence growth and clearly see your impact.
  • Become part of a growing company where you can shape the future of our work processes.
  • Apply
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