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TITLE

 

Director of Customer Success

COMPANY

 

Engagio

LOCATION

 

San Mateo, CA, US

Description

Engagio is built for marketers, by marketers. As a company, we believe in making our customers successful by providing them with solutions that help them understand, act, and measure account based initiatives.
Engagio’s Account Based Marketing Automation Platform enables B2B marketers to successfully execute and measure account-centric programs in one solution. Revenue teams can track which accounts are engaging, where to focus time and resources, and have a shared understanding of program impact.  Our platform grows with you as your ABM strategy and business needs evolve.
 
Backed by leading venture investors and headquartered in San Mateo, CA, Engagio was named as one of the Top 10 Best Small Companies to Work For in the Bay Area, and is on the JMP Securities 2017 Hot 100 List of Privately Held Software Companies. Engagio was also selected as a 2017 Red Herring Top 100 North America and Global Top 100 winner. To learn more, visit www.engagio.com.
 
Our Director of Customer Success will be passionate about engaging customers, committed to assuring Engagio solutions can make them successful, and driven to help them expand their use cases and gain wide adoption. You have fantastic relational skills and want to work in an environment where culture and “doing it right” matters. You love the idea of being on the launch pad of a startup with proven executive management. If this is you, our customer base is rapidly expanding and we have a tremendous opportunity to be an early part of the red-hot Account Based Marketing industry. 
 
Job Brief
 
The Director of Customer Success is responsible for the health and well-being of Engagio’s rapidly-expanding customer list and manages a team of high-performing Customer Success Managers. Your Customer Success team is responsible for building strong customer relations, driving use case adoption, increasing daily product usage, and ensuring customer retention and customer satisfaction. The ultimate measurement of success in this role is a strong retention rate and positive, referenceable, happy customers. 

Responsibilities:

    • Build, lead and develop the Customer Success team – mentoring and coaching team members while helping build their skill set and confidence while also assuring successful career pathing.
    • ·Drive use case and product adoption across customer base.
    • Define, operationalize and optimize the overall customer lifecycle journey.
    • Own the customer success operations to assure process efficiencies – leveraging SFDC as a key tool for managing customer base, reporting on pipeline and forecasting retention, and compiling churn analysis.
    • Responsible for driving towards key metrics of success including hitting retention goals and customer satisfaction goals. 

How you will ramp

      • Within the first two weeks...
      • ·Spend time with our Customer Success organization and other cross-functional teams, learning about current processes and systems for driving outcomes.
      • ·       Build trust and rapport with your team members.
By Day 30...
      • Meet with our customers and understand our customers’ Engagio use cases
      • Act as a trusted advisor and point of escalation for customer issues
By Day 60…
      • Lead, coach, train, and develop each CSM; offering strategies and tactics to help them grow in the role and drive towards individual and team targets
      • Manage team activity and pipeline
      • Help define the team culture, sharing wins as well as offering areas for improvement
      • Develop and oversee the execution of customer success plans that outline critical success factors and metrics for success.
By Day 90…
    • Partner with Onboarding, Professional Services and Customer Support teams to drive further efficiencies
    • Continue building strong partnerships with our customers to become an effective champion for them internally, driving product and service changes that will help assure further adoption
    • Represent the CX team, and their customers’ needs in cross-functional meetings, with a relentless focus on clarifying and directing the team to overachievement
    • Partner with the VP of Customer Experience and other departmental leaders to define, operationalize and optimize the customer lifecycle journey

Qualifications

    • You have prior experience leading customer success and proven history of working effectively to drive customer satisfaction, adoption and retention.
    • You’ve recruited successfully recruited high performers and retained them while growing their careers with the company.
    • You’ve demonstrated an ability to work in a fast paced and highly collaborative role; partnering with sales, customer support and product to deliver customer success.
    • You can effectively communicate complex concepts in a clear and professional manner across both technical and non-technical audiences C-suite + Director level.
    • You’re genuinely passionate about customer success

Requirements

    • 8+ years of relevant experience
    • Experience with Marketo, Eloqua, or other Marketing Automation Platforms
    • Experience with Salesforce
    • Prior experience in working with customers at the executive level
    • Eager to learn, adapt and perfect your work; you seek out help and put it to good use
Engagio Mission
Build a great software company, united by a common vision of the 1:1 future that uses data and analytics to make every interaction more intelligent, more personalized, and more relevant.
 
Values
1. Freedom and Transparency
2. Happiness and Positivity
3. Excellence and Execution
 
Perks include:
Free Philz coffee
Medical, dental & insurance
401k
Commuter Benefits
Guaranteed annual 3.14 pay increase
Great downtown San Mateo location Close to Caltrain
Flexible/ open vacation policy
Fun monthly events
Fully stocked kitchens
Weekly educational classes & catered lunch

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