Director of Customer Success

Summary

Join HIP Creative Inc. as their Director of Partner Success, a strategic leadership role focused on maximizing partner satisfaction, retention, and growth. This position requires blending strategic insight, relationship management, and team leadership to ensure exceptional value delivery to clients. You will collaborate with other directors to drive team performance and optimize outcomes. Responsibilities include partner relationship management, team leadership and development, strategic planning and alignment, and performance analysis and continuous improvement. The ideal candidate possesses extensive experience in customer or client success, leadership, and strategic planning, along with strong analytical and decision-making skills. HIP Creative offers a competitive benefits package including health insurance, 401k matching, and generous PTO.

Requirements

• Skilled in managing and growing partner relationships, addressing issues, and consistently enhancing satisfaction
• Demonstrated experience in leading, mentoring, and inspiring teams with strong people management and a collaborative approach
• Proven ability to align partner success initiatives with broader business objectives, create long-term growth plans, and anticipate partner needs
• Adept in analyzing performance metrics and using data to make decisions that drive partner success
• Effective in managing and resolving partner and team conflicts with a solutions-focused approach
• 5+ years in customer or client success roles (ideally in marketing or consulting), including at least 3 years in a leadership role
• Experienced in managing cross-functional teams and working with executives on strategic projects
• Proficient with CRM and project management software
• Adaptable to changing partner needs and evolving business priorities
• Highly organized with strong project management skills and a keen eye for detail
• Skilled at managing multiple priorities and making swift, effective decisions

Responsibilities

• Create and implement strategies to drive partner satisfaction and long-term retention
• Serve as the key advocate for partners, promptly addressing needs, resolving issues, and delivering effective solutions
• Conduct regular partner reviews and check-ins, gathering insights to continually elevate the partnership experience
• Lead and mentor the Partner Success and Practice Growth Advisor teams, fostering a collaborative and high-performance culture
• Develop training programs and continuous improvement initiatives, enhancing the team's ability to provide strategic, consultative support to partners
• Support team members with conflict resolution, skills development, and guidance to meet evolving partner needs
• Align team activities with business objectives, working closely with the founders, Director of Operations, and Director of Product on strategic initiatives
• Analyze partner feedback and trends to refine strategies and optimize the impact of Partner Success and Practice Growth Advisor teams
• Collaborate with cross-functional teams to ensure offerings meet partner goals, providing insights to shape product and marketing efforts
• Track key metrics like engagement, utilization, and revenue to drive data-informed decisions
• Lead initiatives to standardize and enhance best practices for onboarding, training, and partner engagement
• Evaluate feedback and industry trends to uncover growth opportunities, improve service quality, and elevate partner experiences

Benefits

• 401(k) matching
• Dental Insurance
• Health Insurance
• Vision Insurance
• Life Insurance
• PTO eligibility after 90 days of hire (10 vacation days the first year of service, unlimited PTO starting year two, flexible partial days, and sick/personal days)
• Remote position (You MUST be located in the US and have a distraction-free work environment)