Customer Success Director

Summary

Join us and help create the best content, everywhere that matters! We are looking for an experienced Customer Success Director to lead and execute customer success strategies aligned with Graphite’s goals.

Requirements

• +5 years of experience in customer success (or a related role) within a SaaS environment
• Demonstrable experience in building and scaling successful customer success, professional services, or support functions
• The ability to develop and execute strategic plans that achieve customer success goals, aligning them with Graphite's overall business objectives
• A deep understanding of customer needs and a relentless commitment to providing exceptional service
• The ability to identify and creatively solve complex customer challenges
• Comfort leading change within complex organizations, even with limited formal processes
• The ability to work effectively across teams and departments, fostering a culture of collaboration
• The ability to adapt your communication style to different audiences, from executives to copywriters, and across various formats
• The ability to manage multiple priorities effectively, leading a team of 10+ Customer Success Managers and overseeing 100+ customer accounts
• A foundational understanding of marketing channels, the role SEO plays in marketing and how and when they result in ROI for clients

Responsibilities

• Develop and execute a comprehensive customer success strategy aligned with Graphite's goals
• Establish KPIs that measure the effectiveness of your initiatives and drive customer value
• Lead, mentor, and manage a high-performing Customer Success team, fostering both individual and collective growth
• Be a champion for our customers across the organization. Ensure their needs are heard and addressed at every level
• Foster strong relationships with Sales, Marketing, and Product teams. Advocate for the customer voice and drive product improvements that promote long-term customer satisfaction
• Analyze customer data and feedback to identify trends, opportunities for improvement, and areas for growth. Build insightful dashboards that provide leadership with a clear view of the entire customer base
• Continuously evaluate and refine our customer success processes and strategies for maximum efficiency and effectiveness

Benefits

• Flexible work environment
• Vacation & Time Off - flexible PTO
• Benefits - quality health care coverage and opportunities to further your education