Director of Customer Success

Summary

Join Constructor as the Director, Customer Success - Americas, a newly created leadership role reporting to the VP of Customer Success. You will shape and lead Constructor’s growing customer experience function in the Americas, focusing on retention and exceptional customer satisfaction. This role requires leading and scaling a high-performing team, establishing proactive processes, fostering cross-functional partnerships, and developing customer experience strategies. You will build executive-level relationships, drive strategic projects, and ensure the success of Constructor's customers. The position offers a fully remote work environment with various benefits, including a work-from-home stipend, Apple laptops, a training budget, and parental leave.

Requirements

• A minimum of five years professional experience dealing directly with customers and large organizations in a role within customer success
• A minimum of three years in a leadership role within Customer Success
• Have or be able to quickly gather a strong understanding of APIs.  Specifically, understanding their structure, functionality, integration points, and potential challenges to drive seamless data exchange and enhance application performance
• Experience managing and mentoring others, both formal and informal direct reports
• Ability to convince and motivate those around you to do what you know is right
• Ability and desire to learn quickly, think outside the box, and come up with solutions to problem

Responsibilities

• Lead, develop and scale a team of high-performing Customer Success Managers
• Establish and implement proactive processes and systems that successfully retain and delight our existing customers
• Create effective partnerships and lead close coordination across the post sale customer lifecycle inclusive of Customer Success, Customer Marketing, Account Management and the rest of the Constructor go-to-market and leadership teams
• Create and deploy Customer Experience strategy for each customer and assign coverage of key players (from day-to-day management up to executive stakeholders) to our Americas based customers
• Be able to personally create and maintain executive-level value with executives at our customers based on Constructor’s value prop, and be able to teach this approach to the rest of the Americas based Customer Success team
• Lead cross-functional calls to discuss all aspects of our customers with a focus on retention, partnership strategy and helping to craft and dictate both the internal and external narratives of what is needed to make a customer successful
• Oversees hiring process and able to effectively make a final decision on candidates to be hired that will uphold our culture and be successful in the role
• Proven track record of building leadership team that effectively builds hires into successful consultants
• Acquire and maintain a working knowledge of the complete capabilities of Constructor’s products and capabilities
• Desire to get your hands dirty and work with customers directly
• Being a key driver of ideation and scoping of key strategic projects
• Executing or overseeing the execution of said projects with a focus on cross-functional collaboration

Preferred Qualifications

• Strong experience in team Team Building
• Experienced in creation and elevation of a  functional teams
• Coaching leaders of these functions and ultimate growth of those business units while maintaining organizational ARR
• Excellent communication and interpersonal skills

Benefits

• Fully remote team - choose where you live
• Work from home stipend! We want you to have the resources you need to set up your home office
• Apple laptops provided for new employees
• Training and development budget for every employee, refreshed each year
• Parental leave for qualified employees
• Work with smart people who will help you grow and make a meaningful impact