Director of Customer Success

Summary

The job is for a Director of Customer Success at Truleo, a company that provides body-worn camera analytics to law enforcement agencies. The role involves managing the customer success team, developing strategies for customer growth and retention, analyzing data, and occasionally traveling on-site with customers.

Requirements

• 8+ years of Customer Success and Support experience
• Proven track record of successfully building and nurturing customer relationships
• Experience determining customer goals and creating action plans on how to achieve those goals
• Self-motivated, self-starter, and focused on exceeding customer expectations
• Demonstrated ability to adapt to change and excel in a fast -paced environment
• Ability to occasionally travel on-site with customers and attend conferences
• Demonstrated experience leading a customer success or sales team
• Ability to manage and guide multiple direct reports
• Track record of developing growth strategies and tracking progress

Responsibilities

• Manage the customer success team representatives
• Interview and hire customer success representatives
• Develop strategies for customer growth and retention
• Review customer feedback and prioritize feature requests
• Drive the resolution of any escalation and continually update the customer of any escalation status
• Retain long-term relationships by providing value throughout the customer partnership
• Be able to identify any red flags or risk and communicate those to the team to create an action plan
• Develop and implement policies that address customer concerns
• Analyze data and metrics around customer engagement and growth

Benefits

• Top salary
• Benefits
• Equity
• The opportunity to work with a first class team on an impactful problem
• A chance to make a vertical leap in your career