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Director Of Customer Success

Conductiv

Conductiv

Customer Service · Full-time
New York, NY, USA · Remote
150,000 – 150,000 USD per year
Posted on Friday, December 9, 2022
  • Salary: $150K plus bonus
  • Equity: 0.25-0.5%
  • Bonus: 20% tied to churn and other KPIs
  • Type: Full Time
  • Benefits: Health Insurance, 401K and FSA coming in 2H 2023
  • Reporting: Reports directly to CEO, works closely with CTO, and Product and Platform Leads
  • Direct Reports: 0 initially, 3-5 within 18 months

About Conductiv

Conductiv is a venture-backed data driven lending platform. Our software increases approval rates for banks, credit unions, and fintech lenders. Conductiv goes beyond credit scores to get missing income, data, cash flow, identity, and other data points not included in FICO continuously improve lending accuracy and increase revenue. Our platform also increases access to financial products for low and middle income Americans as the data we aggregate paints a more accurate financial picture of the borrower. Our customers use these data points to make better, faster, and fairer lending decisions. We're customer obsessed and are looking for a talented Director of Customer Success who is excited about Conductiv, wants to ensure that our customers are happy and successful and can build out the function for Conductiv.

Overview

The Director of Customer Success is a pivotal role for the growth of Conductiv. In this role you will be managing the company's first customers and ensuring that these customers leverage Conductiv's platform to increase revenue and reduce costs. You will define and document best practices for customer success, and over 18 months, hire a CS team that will support exponential growth. You will join a highly motivated, low ego, energetic team that takes pride in landing new customers, running strategic sales cycles and delivering the value proposition to a wide base of credit union, community banking, and fintech lenders..

The Director of Customer Success team is an ambitious and detail-oriented professional who will initially handle all CS functions and over time, build and drive a CS team to ensure that customers successfully adopt and grow their use of the Conductiv platform.

The day-to-day for this role includes running client onboarding, driving proactive communication to clients, and capturing and sharing feedback with the product and sales teams. Ongoing responsibilities include managing all client interactions for 6-12 months, building the customer journey, building a scalable program/process to support that journey, and hiring a team to deliver customer success.

Responsibilities

  • Execute the overall vision and strategic plan for the Customer Success organization, focusing on customer onboarding and successful use of the platform.
  • Manage, recruit and develop a high-performing CS team and be the ultimate person responsible for the performance of the team
  • Mentor and develop a team through coaching and build an environment where they can excel. Additionally, train and onboard entry-level customer success team members.
  • Create a success plan/customer journey in partnership with customers including onboarding, training, platform utilization, and more.
  • Drive customer outcomes through the management of the customer lifecycle and customer experience, drive CSAT and other KPIs and reduce churn
  • Partner with clients to inform, develop and deploy the best solutions for solving their business, technical, and operational challenges to drive top line revenue and profitability and share insights with product lead.
  • Be the point of contact for escalation customers and be able to de-escalate challenging situations
  • Work closely with sales and product to align on strategies, products, coverage plans, and account opportunities

Required Skills and Experience:

  • 5+ years of Customer Success experience, preferably within an Enterprise SaaS organization or B2B fintech.
  • 5+ years of account management and first-line leadership experience with demonstrated success in growth and retention
  • Proven experience in managing, building, and developing cross-functional teams
  • Experience engaging with end-users, articulating the value of a product, and driving adoption across multiple stakeholder groups
  • Ability to communicate complex products and services functionality clearly and concisely

Preferred Work Experience:

  • Experience in Financial Services
  • Experience with Salesforce CRM preferred
  • Experience as a process or business consultant appreciated
Conductiv is an equal opportunity employer.