Enterprise Customer Success Director

Summary

Join Iterable's Customer Success team as a key member responsible for managing high-value enterprise customers ($200k+ ARR). You will ensure customer satisfaction, identify opportunities for product expansion, and serve as a liaison between clients and the engineering team. The role requires exceptional communication skills, technical understanding, and experience navigating large organizations. You will proactively manage customer onboarding, resolve issues, and identify new business opportunities. This position is crucial for maintaining Iterable's low customer churn rate. Iterable offers a growth-oriented environment and values diverse skills.

Requirements

• Exceptional communication and interpersonal skills
• Strong ability to understand technical concepts and problem solve
• Desire to teach new customers about the platform
• Passion for startups, software, and SaaS products
• Willingness to travel up to 25% of the time
• Significant experience with email marketing, push or SMS software
• Familiarity with technologies like APIs, HTML, CSS, and Javascript

Responsibilities

• Proactively manage a book of enterprise-level ($200k+ ARR) Iterable customers
• Ensure customers have a smooth onboarding and implementation phase
• Work with the Support team to resolve any tickets or issues faced by your customers
• Understand how customers are using the product and find ways for them to use it more effectively and increase ROI
• Lead regularly scheduled check-ins, QBRs, and monitor client satisfaction
• Serve as the voice of the customer to prioritize feature requests and platform improvements during product discussions
• Identify new business opportunities and develop strategic initiatives for ensuring customer retention and expansion
• Maintain a trusted advisor relationship with each assigned client
• Relay product feedback from our most important clients back to the engineering team
• QA new features and generate new support documents

Benefits

• Paid parental leave
• Competitive salaries, meaningful equity, & 401(k) plan
• Medical, dental, vision, & life insurance
• Balance Days (additional paid holidays)
• Fertility & Adoption Assistance
• Paid Sabbatical
• Flexible PTO
• Monthly Employee Wellness allowance
• Monthly Professional Development allowance
• Pre-tax commuter benefits
• Complete laptop workstation