About the Role
Client Success Director Mon Fri 8am-5pm
- USA_Remote
- Full time
- job requisition id R241002252
Williams Lea is hiring a Client Success Director to work remotely Monday-Friday, 8:00am-5:00pm.
Pay: $120,000 $130,000 annually
Benefits:
- Various health insurance options & wellness plans (Medical, Dental, Vision, Prescription Drug)
- 401k Retirement Savings Plan Including Employer Match
- Paid Time Off (PTO)
- Life Insurance
- Paid Parental Leave
- Short-term & Long-term Disability
- Healthcare & Dependent Care Flexible Spending Accounts
- Domestic Partner Coverage
- Commuter Benefits
- Legal Assistance
- Employee Assistance Program (EAP)
- Additional Employee Perks and Discounts
Reporting to our Chief Product Officer, you will be responsible for leading the first phase of our client success and support motion. We are looking for a unique colleague who has experience with both high-touch client management and also lower touch models such as customer support (human and AI-powered) which will become more relevant as we scale. This person is customer obsessed and has operational experience around setting up training and adoption programs, as well as customer support processes and centers of excellence.
You love partnering with our product and engineering teams to develop roadmaps, making quick but important improvements to the customer experience, and testing the product through the lens of customers. You will have direct access to the customers and the ear of every individual who builds our products, so we welcome individuals who truly want to create delightful and helpful experiences as the voice of our customers. This role also provides the opportunity to hire and build a team as we grow.
Key Responsibilities
- Develop and implement training programs for the customer success team and the operations teams, including onboarding, product training, and ongoing education.
- Create and maintain standard operating procedures for the customer success team to ensure consistency and efficiency in processes.
- Establish a center of excellence for customer success within the company, including developing best practices, resources, and tools for the team.
- Collaborate with cross-functional teams, such as sales, marketing, and product, to ensure alignment in customer engagement strategies and gather insights for continuous improvement.
- Analyze customer data to identify trends, patterns, and insights that can inform customer success strategies.
- Stay up to date with product updates and industry trends to ensure training materials and programs remain relevant and effective.
- Gather customer feedback regarding training programs and materials and make necessary adjustments for improvement.
- Train and mentor team members on best practices and processes to ensure a high level of customer success.
Qualifications
- Bachelor’s degree in Business, or a related field.
- 5+ years of experience in customer success, training, or process improvement.
- Proven track record of developing and implementing successful training programs
- Proven track record in setting up and running customer support and implementing operating procedures.
- Strong analytical skills and ability to use data to inform strategies and decisions.
- Excellent communication and interpersonal skills.
- Ability to work collaboratively with cross-functional teams.
- B2B SaaS experience is preferred
- Experience in the fintech or legaltech industries a plus.