Director of Customer Success

Summary

Join Findigs, a mission-driven company, in leading the Customer Success team to ensure property manager clients thrive using their platform. As a leader, you'll manage a team of Customer Success Managers, provide coaching and development plans, and create processes to track performance.

Requirements

• BA/BS degree or comparable practical working experience
• Direct experience in the Property Management industry, ideally in the tenant screening, income verification or fraud prevention spaces
• 7+ years of experience in customer success, account management, or a related field, with at least 3+ years in a management position
• Strong leadership and relationship-building skills, with the ability to inspire and develop a team
• Proven track record of managing Enterprise customer accounts
• Strong experience collaborating cross-functionally including technical teams— communication between internal stakeholders is crucial for success in this role
• Experience with customer success platforms and tools, such as Salesforce
• Organized and detailed oriented

Responsibilities

• Manage the Customer Success team
• Provide regular coaching, set goals, and create development plans to elevate performance
• Serve as the escalation point for CSMs and stakeholders and act as Findigs’ leadership presence and support with customers as and when necessary
• Provide high level oversight of the creation and delivery of training, resources, and support materials to enhance customer education and product usage as well as aid them in achieving their goals
• Support the onboarding process to drive customers from signed contract to launch, as well as facilitate ongoing client training as required
• Create and work with the team to conduct business reviews to track performance, present the product roadmap for feedback and new product adoption
• Act as the voice of the customer within Findigs, gathering feedback from your team and customers to provide actionable insights for our Product and Engineering teams
• Identify opportunities for expansion within your portfolio and help drive customer evangelism: referrals, case studies, etc. from your portfolio

Benefits

• Competitive base salary + Pre-IPO equity + Benefits
• Unlimited paid time off – a minimum of two weeks required
• Mental health Fridays once a month
• 100% healthcare coverage
• 401k matching up to 5%
• Monthly gym stipend