Director, Customer Success Team

Main Street Hub

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Experience
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The Customer Success Team is at the core of Main Street Hub’s mission. Our Customer Success Managers work hand-in-hand with local business owners to understand their business, communicate the value of our products to them, and deepen our long-term relationship. From day one, the Customer Success Team is Main Street Hub’s face to the customer, providing a positive onboarding experience, communicating via email and phone to ensure that we exceed customers’ expectations, and acting as an ambassador of the Main Street Hub brand. The Customer Success Team is also responsible for taking a consultative approach to the customer relationship, proactively identifying and closing sales opportunities that provide additional value for our customers over time. If you’re motivated by setting and achieving aggressive goals, have high emotional intelligence, a passion for developing high performance teams and want to be a part of building something incredible, we want to talk to you! Location: Downtown Austin What you’ll do: Lead a team of Managers, each with their own 8-10 Customer Success team members, responsible for building long-term relationships with customers. Meet monthly customer retention and revenue quotas through effective people management, training and coaching, metric-driven process innovation, and product feedback. Closely monitor the results of the Customer Success team, proactively identifying trends across various key metrics and developing new reports to aid in data-driven decision making. Assist in the recruiting, training, and onboarding of new Customer Success team members and Managers. Create and conduct team huddles and training sessions, and mentor your Managers to effectively do the same. Hands-on management of the Customer Success team members as well as Managers, including 1:1 coaching sessions, call coaching, quarterly performance reviews, and more. Maintain the highest of standards with regards to company culture, conduct, performance, and all other attributes of an elite Customer Success team. Unwillingness to bend on the definition of an elite team, or to take shortcuts at the expense of long-term success. Design and run contests, incentives and other performance-based recognition programs to reward and motivate the right behaviors. Partner with the VP of Customer Success to develop and implement a coaching program for Customer Success team members, including proactive development of future leaders within the team. Effectively synthesize and communicate customer needs to other parts of the business, and act as a customer champion within the company. Collaborate with the existing Managers and Directors across functions to quickly develop and implement solutions. Work closely with other members of the Customer Success team, such as the Training Specialist, Billing Specialist, Operations Coordinator and others to ensure all customer processes are optimized, documented, and running efficiently. Any other responsibilities as may arise in the context of a fast-moving startup. Who you are: 5+ years of experience in leading elite Customer Success, Sales, and/or Account Management teams. Prior success in developing leaders, with a demonstrated ability to recruit, train and develop high performing Managers. Proven track record of meeting and exceeding performance goals in demanding roles, including effectively balancing customer retention goals and sales quotas. Outstanding communication skills, both written and verbal. Ability to charismatically lead a team, manage the energy of a high performance group, and clearly articulate a vision for the team to follow. An exemplary work ethic, a positive "get it done" attitude, and a relentless focus on results. Experience translating long-term initiatives into a short-term goals, tactical action items, and measurable milestones. Ability to do more with less, experience managing a team within a budget, and a track record of finding ways to optimize resources. A self-motivated individual with a bias towards action, and a willingness to champion the needs of the customers and the team with others in the organization. Experience with change management, and an understanding of how to effectively lead a team through periods of rapid change. Strong organizational and prioritization skills, and the ability to coach others to manage their time effectively. Unwavering integrity and strong character, leading teams to do the right thing without compromise. A love of local businesses and a genuine desire to help them succeed. Passion for working in a fast-paced environment, comfortable with continuous change, and a willingness to roll up your sleeves and perform duties outside these descriptions to help us build something incredible. Bachelor’s degree.

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Confirmed 30+ days ago. Posted 30+ days ago.

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