Director of Customer Success

ChatFunnels

ChatFunnels is a Conversational Marketing Platform and Bot Consulting Solutions provider. We help organizations maximize the effectiveness of their conversational marketing efforts in order to achieve better engagement results ultimately driving more revenue for our customers. Using our proprietary analytics engine and strategies, we advise, manage, and train organizations on how to best use these technologies to collect and qualify leads, book meetings for sales reps, and other creative uses of chatbots in sales and marketing.

The Job

As the Director of Customer Success, you'll drive customer business outcomes, including satisfaction and retention, and partner with sales to close expansion opportunities.

As a hypergrowth startup, landing new customers is critical to ChatFunnels success. Our ability to successfully manage and grow our existing customer base is of equal importance. You'll be responsible for the design and execution of the post-sales customer experience and driving adoption and value realization for our customers. We're in the very early stages of defining how the above priorities can drive the maximum long-term impact; as such, this role is ideal for an outcome-oriented leader who is excited by challenges and doesn't need to follow a playbook.

As ChatFunnels solution set continues to grow, we will continuously be looking for innovative ways to engage our customers from driving the initial launch of new technologies, to realizing the expected value and then expanding the partnership. The Director will: develop the strategy for engaging customers, for example high touch vs scale models; work cross-functionally to build out the methodologies, engagement points, and artifacts; and then test hypotheses, iterate, and improve. The employment strategies include data-driven decision-making around engagement touchpoints with customers to drive early wins, and retention of customers.

Key Responsibilities

• Drive successful customer business outcomes (e.g. CSAT/NPS, renewals, cross-sell, up-sell)
• Own and grow deep client relationships across a portfolio ChatFunnels's largest accounts
• Roll up your sleeves to engage directly with premium customers, particularly while you're in the process of building out the team
• Ensure all customers become ChatFunnels advocates and references
• Operate with urgency, drive measurable results, and establish/own executive relationships with key customers
• Recruit, onboard, and develop a talented team of CSMs
• Partner cross-functionally to ensure ChatFunnels delivers a seamless customer experience; this will include both partnering with Sales to ensure a smooth knowledge transfer and relationship post-sale, and working in concert with other post-sales teams (e.g. Implementation and SMEs) to ensure flawless service delivery
• Advocate for the success of your customers; manage a feedback loop back to ChatFunnels Product and Engineering team
• Support customers with issue resolution(e.g. bugs, pulses, and feature requests)
• Help define a strategy and operating model for customer success at ChatFunnels
• Develop and implement processes and metrics to drive customer business outcomes; continuously test, measure, and improve processes and tactics
  
  

Required Qualifications

• 5 years of experience in account management, sales, customer success, and/or professional services
• 2-3 years of line management/leadership experience
• Bachelor's degree
  
  

Desired Skills

• Demonstrated excellence in strategy, go-to-market, sales, operations, and technology
• A spike in strategic problem-solving; exceptional communication and influencing skills
• Ability to leverage a growth mindset to ideate and evaluate hypotheses for improving outcomes across ChatFunnels revenue funnel
• Proven ability to ask the right questions and use sound business judgment when collaborating with a wide range of partners
• Passion for, and experience with, building new businesses, thinking creatively about growth, and helping others develop their career path
• Ability to thrive amidst ambiguity
• Experience with Salesforce
• Experience working with B2B marketing & sales

Our office is located in Provo, UT (this is not a remote position so you’ll need to be able to be in the office during normal business hours 8 am – 5 pm Monday through Friday candidates in Utah County or willing to relocate to Utah County preferred.)

Benefits: PTO, health insurance, hybrid work environment

Job Type: Full-time

Compensation : $80,000.00 to $150,000.00 per year depending on experience & skills