Director of Customer Success and Marketing Operations

Summary

Join Blavity, Inc. as the Director of Operations for Talent Infusion and play a pivotal role in overseeing customer success, outbound marketing, and operations for our B2B SaaS offerings. You will work closely with the AfroTech enterprise sales team and cross-functionally with other departments. As a strategic leader, you will own the customer journey, collaborating with the Director of Product to ensure partner satisfaction. You will leverage tools like Salesforce, Iterable, and Zapier to optimize workflows. This fully remote, U.S.-based role reports to the Chief Operating Officer and offers a competitive salary.

Requirements

• BA/BS or relevant work experience
• 4+ years experience managing enterprise level clients and stakeholders
• Prior experience in a media environment
• Experience leading diverse teams in the SaaS or recruiting industries
• Proven track record of success in driving annual revenue growth in a SaaS environment
• Experience with data reporting and insights using CRM tools
• SalesForce, Asana, Google Suite, Stripe, other CRM solutions
• AI Tools (ChatGPT, Claude, Google Gemini, etc.)

Responsibilities

• Develop and manage partner relationship processes to achieve monthly, quarterly, and annual revenue goals
• Lead and manage the end-to-end customer journey for Talent Infusion partners, from onboarding through renewals, ensuring a high level of engagement, satisfaction, and retention
• Organize and optimize the client onboarding process, providing insights into customer adoption and engagement
• Establish cadence and procedures for effective communication between the customer success team and partners
• Build relationships with partner executives to align with Blavity Inc.’s strategic goals and drive higher client engagement
• Provide strategic input on key performance metrics to nurture partner health proactively
• Advocate for Talent Infusion’s partners in internal discussions to ensure high partner satisfaction
• Oversee and streamline operational processes, employing tools like Salesforce, Zapier, and Iterable to automate workflows and enhance sales and customer success efficiency
• Collaborate closely with the AfroTech enterprise sales team to identify and drive cross-functional initiatives that support revenue growth and operational scalability
• Maintain a deep understanding of Talent Infusion’s solution to prioritize and strategize communications effectively with the Customer Success and Sales teams
• Develop support and product materials, FAQs, and user process flows to assist partners in understanding new functionalities and support services, enhancing their overall experience
• Create and deliver presentations and monthly business reports, translating Talent Infusion’s results into clear, compelling stories that resonate with Blavity executives, partners and stakeholders
• Lead Talent Infusion’s outbound marketing strategy, and work with Corporate Marketing to craft B2B campaigns that increase brand awareness, generate leads, and support the sales funnel
• Collaborate with Marketing and Sales to create and deliver presentations, including quarterly business reports, translating Talent Infusion’s results into compelling stories for partners
• Work alongside the Director of Product to prioritize feature enhancements and product improvements based on customer insights and market needs
• Engage decision-makers and budget owners to ensure retention and growth of partner accounts through effective renewal action plans
• Establish and monitor key performance metrics for customer success, sales, and marketing, providing insights that drive decision-making and performance improvement
• Drive strategic initiatives to enhance the partner lifecycle and develop long-term, value-based relationships with key accounts
• Uncover underlying business drivers from new partner requests and collaborate cross-functionally to identify new solutions and optimizations

Preferred Qualifications

• Ability to meet tight deadlines, manage multiple projects simultaneously and adjust as circumstances change
• Strong ability to manage priorities across multiple stakeholders
• Independent, entrepreneurial self-starter who is comfortable taking on a high level of responsibility
• Excellent communication skills and naturally detail-oriented, with an intuition to document and communicate findings
• Familiarity with the tech industry and Diversity, Equity, and Inclusion initiatives
• A healthy appreciation of GIFs and Black culture

Benefits

• Fully remote, U.S.-based role
• Occasional travel may be required
• Annual salary range for this role is $120,000 - $140,000