Director of Customer Success (Fully Remote)

Unlock Success: Lead a Customer-Centric Revolution WhatConverts is a dynamic and rapidly growing marketing software company that empowers agencies and businesses to prove and grow their marketing ROI. As we continue to scale and expand, we are in search of a Director of Customer Success who brings proven experience successfully scaling and growing SaaS teams. The Director of Customer Success will spearhead the strategic oversight of two essential pillars of our internal team - Account Management/Success and Customer Support. Please note: candidates must have experience leading both success and support teams within SaaS to be considered for this role. This is a fully-remote, full-time position (40 hours per week) within the United States. In this role, you’ll get to:

• Own Customer Success in a way that is purposeful and generates revenue!
• Develop, implement, and refine an ongoing customer experience strategy aligned with company objectives
• Track and analyze KPIs to measure success and identify areas for improvement
• Lead efforts for continuous improvement through process enhancements and innovative thinking
• Grow, lead, and develop a high-performance Account Management team
• Collaborate with marketing and sales to identify campaigns, maximizing partner engagement for company growth
• Keep our WhatConverts support team best in class!
• Ensure a standard of accurate and effective customer resolutions within the support team
• Monitor KPIs for ongoing improvement, maintaining a company-wide goal of a 15-minute resolution time
• Foster a proactive onboarding approach, anticipating customer needs and ensuring successful solution adoption
• Conduct regular assessments of the onboarding process and implement enhancements for a streamlined customer journey

What we’re looking for:

• Proven experience managing successful support and success teams in the SaaS landscape
• Expertise in scaling support and success teams from the ground up
• Ability to quickly become a product expert in the SaaS domain
• High technical aptitude and adaptability
• Excellent communication and interpersonal skills
• Ability to thrive in a fast-paced, dynamic environment
• High school diploma or equivalent

Company Benefits/Perks:

• Remote first company - we believe in breaking down barriers of bureaucracy and empowering our remote team members to work agilely to accomplish more in a shorter amount of time.
• Immediate impact - the moment you join our team we hand you the reins to work on projects independently and make a direct impact.
• Health/Wellness - we offer a variety of premium medical insurance plans, as well as dental and vision insurance - making sure you have access to the coverage that works best for you. WhatConverts covers 100% of the premium cost for individual employee coverage under selected base plans, as well as the full cost of employee Life/LTD/STD insurance coverage.
• Employee support - we provide an Employee Assistance Program (EAP) that offers counseling, legal, debt management, and travel assistance services free of cost to our employees.
• Time off - in addition to paid holidays, WhatConverts offers both flexible time off and competitive PTO plans that continue to offer greater rewards to long-term employees.
• Diversity and inclusion - our workplace is positive, supportive, and inclusive and we ask all new hires to bring that same approach.

Before you apply you should:

• Learn about our team
• Read about what makes us different or watch a product overview
• Read our reviews on G2 - our Support is best in class!

WhatConverts is an equal opportunity employer. We recruit, hire, pay, and promote without regard to gender, race, sexual orientation, age, religion, veteran status, physical/mental abilities, or any other identities protected by law. If you're ready to drive customer success to new heights and play a pivotal role in shaping our growth, we invite you to join our innovative team at WhatConverts. Apply now and let's redefine customer success together! Apply To this Job Apply for this job