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Director of Customer Success

Company: ClearPathGPS, Inc.
Location: Santa Barbara
Posted on: February 6, 2020

Job Description:

Director of Customer SuccessWe're looking for an experienced Director of Customer Sucess at ClearPathGPS.--You will build out our Customer Success department from the ground up as you work closely with our customers as you help them get the most value from their GPS tracking system, ensure they continue to renew their subscription and work to expand their adoption and usage of new products and services. From our offices overlooking State Street in downtown Santa Barbara, you and your team will work with our nationwide base of clients as you take your career in Customer Success to the next level.ResponsibilitiesHire, train and manage a team of Customer Success Managers as the customer base expands.Responsible for the day-to-day operational management of Customer Success.Develop and manage processes, systems, KPIs and tactics to increase customer retention, satisfaction, renewals, software adoption and expansion opportunities.Develop and maintain key metrics, including, but not limited to: health scores, NPS, adoption, revenue retention, revenue expansion and risk factors.Partner with Sales and Sales leadership to support potential key customers.Coordinate cross-functionally to resolve customer friction points in the customer journey and to resolve escalated customer issues.Connect business goals to the individual performance and measurable results of the customer.Identify areas of improvement and project plan actions to continously improve Customer Success processes.Drive data-driven decision making and visibility among the department and cross-functionally.Manage the closed loop process for customer feedback.Partner with Product Management to bring customer feedback into our product planning lifecycle.Identify at-risk customers and in coordination with department managers develop strategic plans to correct and retain.Be accountable for the budegt for the Customer Success team.Stay up to date on trends and current events within the SaaS Customer Success industry.You will enjoy working in a fast-paced, 20+ person company where everything you do has a big impact and your sense of fun, creativity and fresh ideas are appreciated and rewarded just as much as your excellent communication skills, attention to detail and passion for talking to customers.What We're Looking For:Successful track record in Customer Success in B2B SMB SaaS.Deep knowledge of tools and best practices in Customer Success.Experience building and managing a growing team.Ability to come in and build from the ground up with minimal direction.Experience working in a start-up or small company desired.Bachelor's Degree or equivalent.Experience with Pendo, HubSpot, ZenDesk a plus.Ability to develop trusted relationships with customers and partners.Excellent communication skills, both verbal and written.Strong problem-solving ability, relentless follow-through and a "get it done" attitude.Benefits:Salary and Bonus DOE, Stock Options, Company Paid Healthcare, Paid Vacation, 401k, Paid Parking, and More---About ClearPathGPSFounded in 2013, we have been helping small to mid-sized business with fleets of vehicles track and manage their assets to operate more efficiently, safely and profitably. Our telematics software platform and GPS tracking devices are used by thousands of businesses in all 50 states with over 100 fleets right here in Santa Barbara County, such as Marborg, The Berry Man and Big Green Cleaning. From our offices located in Downtown Santa Barbara our team of 20+ people develops, sales and supports products that receive glowing customer reviews on Trustpilot and Capterra for their ease of use, business results and our extraordinary customer service. Read the reviews and you'll know you're working with a product line that customers love.This is a Santa Barbara based position and no remote candidates or relocation packages will be considered.

Keywords: ClearPathGPS, Inc., Santa Barbara , Director of Customer Success, Executive , Santa Barbara, California

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