Customer Success Director

Job Description

The Director of Customer Success is responsible for developing strategies and practices that will enable our customers to understand the possibilities of the GumGum Sports platform and how to leverage it to maximize their return on investment of sponsorship investments.  As the leader of the Customer Success department, you will elevate a group of Account Managers in developing the onboarding and training practices to ensure that clients successfully launch and ultimately leverage their sponsorship valuation data.

This position will lead the engagement, success, retention and growth of GumGum Sports’ customers. You and your team will be the voice of the customer while connecting with every function in the organization. You will understand the realities of our customer’s business and innovate on the best way for GumGum Sports to become an integral and impactful part of our clients’  businesses.

Traditionally you will manage a geographically dispersed team based in our Santa Monica, New York, Chicago and London offices. Currently, the team is working remotely from home, as is consistent across GumGum.

Responsibilities

Team Leadership & Management:

• Develop and lead a team of passionate product enthusiasts, trusted advisors, and customer advocates
• Attract, develop, and retain top talent
• Create and maintain a continuous training program, both for new hires and ongoing professional development, for every member of the team

Customer Loyalty Development:

• Ensure that Account Managers understand our customers’ objectives in leveraging the GumGum Sports product and, are identifying and partnering with ‘customer champions’ to ensure a successful integration throughout the organization
• Identify and develop proactive solutions for increasing user adoption
• Ensure the Customer Success team evangelizes product improvements to customers through proactive outreach, webinars and other promotional strategies

Customer Care, Growth & Retention:

• Serve as the point of escalation for any complex or intricate customer issues or troubleshooting
• Manage customer escalations from your direct reports, and follow a methodical escalation process to executive management
• Define and optimize the life cycle for our customers including processes and touchpoints from implementation to renewal

Voice of the Customer Across GumGum Sports:

• Monitor and report on the progress and ‘health’ of all customers across the organization
• Partner and collaborate with Sales leadership to develop an account engagement strategy that harmonizes the Customer Success team’s focus on account health, with the focus of the sales team on increasing account revenue
• Synthesize customer feedback and identify key opportunities based upon Enterprise needs to influence product strategy and direction
• Collaborate effectively with cross-functional partners (Product, Marketing, Engineering, Operations) to drive success for our Customers and GumGum Sports

Metrics & Reporting:

• Analyze and understand customer churn and work to implement solutions to remedy
• Deliver regional targets and key metrics through operational excellence

Education

• Bachelor’s Degree or equivalent experience required

Experience

• 7+ years of experience in Customer Success or related roles including 5+ years in customer facing leadership roles ideally within a B2B SAAS organization.  Demonstrated achievement in leading and managing SAAS customer success and/or account management teams and customer relationships
• Experience developing and driving customer success and account management practices, processes and structures that deliver on business outcomes across a global organization
• It is a plus if you have developed relationships with key Sports industry decision makers

Skills

• Thrive in a customer setting, actively seeking out opportunities to network and connect with customers
• Proactive, with ability to self-direct through multiple concurrent projects
• High sense of urgency, driven with ability to understand and prioritize initiatives
• Ability to build trust quickly, navigate difficult conversations comfortably, and maintain strong customer relationships
• Strong verbal, interpersonal and written communication skills; comfortable presenting to executive teams and key stakeholders.
• Leadership skills and the ability to provide daily coaching and feedback to direct reports
• A proven track record of aligning team members, processes, and systems to drive customer loyalty
• A focus on outcomes with the strong ability  to drive team goals to align with company goals
• Experience implementing and using a Customer Success software tool a plus

Personal Attributes

• Ability to act as an evangelist for the product in market, capturing the hearts and minds of influential decision makers
• A passion to solve market problems using technology
• Ability to collaborate and communicate effectively
• Comfortable with ambiguity and being agile in order to change direction as priorities move rapidly
• Ability to catch the vision and direction of the product and pragmatically execute to deliver results
• Integrity and emotional intelligence: will need to create relationships with and influence a wide range of internal teams, always acting with the best interest of the company in mind, and handling sensitive/confidential information
• High EQ and excellent interpersonal skills

Benefits & Perks

• Competitive health, vision and dental benefits
• Healthcare and dependent care FSA
• Stock incentive program
• Paid parental leave
• Discounted Pet Health Program
• Flexible time off and work schedule
• Commuter perks
• Stocked kitchen
• Dog-friendly HQ office – we love our fur babies!
• Incredible work/life balance with a collaborative and friendly work space
• GumGum Gives Back volunteering opportunities

Career & Development Focus

• Ongoing learning and development for education opportunities such as webinars, books, classes, relevant conferences and events
• Opportunities to pursue business related side projects and yearly Hackathon
• Highly encouraged to contribute to open source software, including our own open source software
• Environment of learning from peers, including meetups, presentations and blog posts
• Opportunity to work with cutting edge technology
• Life Skills sessions – geared towards the whole life/ health / person
• Leadership Bites Dinner Series – connecting current and future GumGum leaders over great food and meaningful conversation
• Women of GumGum – a community of women across our global organization aimed at empowering one another.