About Envoy

Envoy makes workplaces work better. With a focus on the details, we craft beautiful, modern software that elevates the workplace experience. Companies like Google, Tesla, GitHub, Slack, Stripe, and Pinterest, have worked with Envoy to welcome over 115 million visitors to more than 14,000 locations around the world. We are proudly backed by Andreessen Horowitz, Menlo Ventures, Initialized Capital, and many others.

Our mission is to challenge the status quo of workplace technology. This idea started at the front desk, but we’re also going through the rest of the office— the mailroom, meeting rooms and beyond—and we’re asking how we can make these better too. Right now, Envoy is helping the world return to work safely. We do this with our Envoy Protect product. Next to that, we help customers prepare for the new normal of work, Hybrid Work, with our Workplace Platform, our developer platform, Desks and other offerings. 

Our rate of innovation is high, we are customer-centric, and we like to move fast. We envision a world where technology is woven through our workplaces, all of it working together to make our time there delightful. If this world sounds exciting, we’d love for you to help us build the workplace platform.

This is not a remote position. The ideal candidate will need to be
onsite & able to participate in hybrid work. 

About the role 

Envoy is a customer centric organization and we are always striving to do it better. 

As Director of Customer Success you will be the voice of customers within the company, align priorities and ensure we are providing value to our users.  Responsible for full life cycle management from deployment to renewal with a special focus on product adoption and usage in our customer base. We engage with customers to understand their challenges and build compelling visions to meet them. 

This role works cross functionally with Data, Marketing, Engineering & Product to advocate for the customer and ultimately, Envoy.

You will

• Build a world-class team: Hire, coach, and develop the team.
• Create raving fans: Ensure our customers always have a great experience and become our brand ambassadors.
• Be the voice-of-the customer internally: Ensure that customer feedback is heard and action is taken accordingly between all internal teams.
• Actively manage account health: Build and execute a system to be proactive and detect at-risk and low-engagement customers.
• Keep Envoy on top: Always push for industry-leading NPS scores.
• Manage full renewal pipeline 
• Forecast account growth and retention with CS Ops 
• Continue to build a learning culture internally 
• Develop team career framework and growth 

You have

• Have 5-10 years of CS strategy and practice experience with extensive analytical and strategic experience.
• Strong people management and career development experience.
• Ability to influence team members at all levels in the organization.
• Ability to analyze, interpret and capture insights from large amounts of data.
• Ability to manage multiple priorities and prioritize appropriately to meet strict deadlines is essential.
• Ability to drive tasks and projects to completion by seeking appropriate information and/or responsiveness from suitable parties.
• Must have a collaborative, team-oriented mindset, demonstrate integrity and a commitment to values
• Strong experience for high, medium, low/tech touch use for a high-growth SAAS CS practice.

You Are

• An exceptional writer and spoken communicator
• Highly organized & autonomous
• Comfortable and energized operating in a fast moving organization
• Passionate about our product and working with Enterprise sized businesses
• Entrepreneurial and self-motivated
• Consultative with demonstrable experience
• Enthusiastic about learning and growing at Envoy
• Intellectually curious and ambitious

By applying for this position, you acknowledge that you have received the Envoy Privacy Notice for applicants, which is linked here. Completing this application requires you to provide personal data, such as your name and contact information, which is mandatory for Envoy to process your application. Envoy is an EEO Employer and does not discriminate on the basis of any characteristic protected by local, state or federal law.

Envoy will comply with federal and state mandates regarding COVID-19 vaccinations. We will require employees coming on-site to be vaccinated or in compliance with weekly testing requirements.

#LI-HYBRID