Job Responsibilities : Hiring Remote: Director of Customer Success (Equipment Provided WFH Jobs – Anywhere)
Salary : Competitive Salary
Company : Logixboard
Logixboard is a white-labeled customer experience software that is transforming how the $2 trillion freight forwarding industry operates.
In a highly competitive and technologically antiquated industry undergoing rapid digitalization, we are providing freight forwarders with the only white-labeled and integrated customer experience software available to the market today.
Our software enables freight forwarders to deliver world-class digital experience to their customers, which propels them far ahead of their competition and dramatically increases customer retention and sales.
Our customers absolutely love our platform, and we’re experiencing tremendous growth both in new customers and in funding, with over $50 million in capital raised to date.
Logixboard is looking for a Director of Customer Success to help take our company’s growth to the next level as the leading digital SaaS platform in the freight forwarding space. As the Director of Customer Success, your role is to define, own, improve and manage the customer journey. This role will require you to both lead and execute result-driven activities.
You will play an integral part in defining and building our customer success playbook for our fast-growing start-up. This role will report to the Co-Founder and VP of Customer Experience.
Define and optimize the customer journey to drive customer outcomes, product adoption, and customer experience
Influence future lifetime value through higher product adoption, customer satisfaction, and overall customer health scores
Drive programs and initiatives to improve engagement based on customer segmentation and lead a culture of continuous improvement
Drive alignment with renewals and upsells:
Align with key stakeholders on the renewal and up-sell strategy and focus on selling with a retention focus.
Give feedback to Sales and Marketing on prospecting approaches
Ensure clear and defined hand-offs from Sales to CSMs
Define CSM involvement during sales cycle
Own metrics for your team
Support OKRs for the company and drive success for the CSM team to help achieve those goals
Manage and improve customer NPS and other metrics demonstrating customer delight
Reduce churn and drive new business growth, focusing on improving NRR
Create dashboards to track customer success metrics
Achieve operational excellence within the team
Define segmentation of the team based on a customer base
Report out on metrics to Leadership, the team, and Company (as needed)
Develop company-wide customer success motion integrating processes, content and data to/from stakeholder organizations, including across teams and timezones (e,g., Marketing, Sales, Product/Engineering, etc.)
Create operational practices to track the performance of teams and individuals
Build a world-class team
Deliver leadership so that team is highly motivated and engaged
Build a pipeline of amazing, diverse, global candidates
Set expectations and provide regular feedback on performance
Set up trainings and mentorship programs to help grow the team
Foster collaboration within the CX team and across customers
Manage underperforming team members
We are looking for:
5-7+ years of demonstrated progressive experience leading customer success and support teams in B2B SaaS company
Proven experience leading teams, driving new and expansion sales, driving software adoption, and leveraging customer success best practices
Proven ability to develop strategies, translate them into initiatives and track successful delivery
Demonstrated ability to lead and successfully manage global, distributed teams across cultures, and geographies
Possesses a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams
Demonstrated operational excellence in analytical thinking, process development, and improvement, problem-solving, communication, delegation, and planning
Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
Able to collaborate across the organization and with external stakeholders
Holds strong operational skills that will drive organizational efficiencies and customer satisfaction
We are a remote first company, meaning, you can work from home, from the mountains, from the beach, or wherever you feel like getting work done.
Since our teams span across North America, LATAM, Australia, and the UK it is important for us to make it a priority to see one another. Logixboard will host a yearly in-person company retreat and our teams get together for in-person offsites at least once a year.
Logixboard covers 100% of premiums for Medical, Dental, and Vision for you, with 75% of premiums covered for your loved ones. We’ll also offer paid life insurance and Long Term Disability.
12 weeks parental paid time plus a $2,500 parental bonus to support you and your family.
Our 401(k) plan makes it easy to save for retirement and you can contribute your tax free dollars from day 1.
In addition to statutory and Federal holidays, we offer our teammates Flexible Time Off (average is 4-5 weeks) that can also be used to observe holidays that are important to you.
A yearly Learning and Development budget of $500 to find your own way to continue your professional development.
To get your office set up, you will receive the basics (laptop, monitor, keyboard and a mouse), plus a one time WFH budget of $1,000 for you to get the other things you need in order to do your best work.
At Logixboard, we believe that people come first and we are committed to building teams that represent a variety of backgrounds, perspectives and skills. We highly encourage under-represented and traditionally marginalized communities to apply. Together, we will create and maintain working and learning environments that are inclusive, equitable and welcoming. If you require assistance or accommodations in the application or interview process, please contact firstname.lastname@example.org.