We’re excited to be hiring a Director of Customer Success. If you join us, you’ll lead our Customer Success team, embracing B2B SaaS best practices to ensure our customers are getting the most value and optimal benefit from our widely adopted SaaS solution.
Reporting to the company’s founder and CEO, the Director of Customer Success is a key, visible role with broad scope and impact. You’ll oversee and manage the processes, procedures, systems and methods for customer onboarding and implementation, training and education, support, adoption and usage, renewal and expansion.
The wine industry is tight-knit and reference-driven. As our Director of Customer Success, you’ll ensure that we continue to see the industry’s highest customer satisfaction ratings, superior retention rates, and that the most vibrant source of new business is word-of-mouth referrals from our happy current customers.
Key Qualifications and Experience
- Demonstrated success leading and scaling a customer success team at a leading B2B SaaS solution provider including overseeing CSMs, implementation, training, education, support and account management.
- Comfortable setting the overall vision and strategic plan for the Customer Success department driving towards annual goals for net revenue retention (NRR), gross revenue retention (GRR), among other key performance indicators (KPIs)
- Experience managing a diverse mix of small, mid-market, and enterprise customers with a wide range of annual contract values (ACVs)
- Experienced in and comfortable with managing a range of implementation structures from simple and streamlined to large and complex with integrations and data migrations
- Comfortable being accountable for renewal and expansion revenue and managing churn
- Experience using ChurnZero or similar solution to measure customer satisfaction, adoption, usage, and engagement in order to measure the health of each customer.
- Experience using HubSpot or similar solution to manage customer accounts, the support center, and help desk ticketing
- Experience using MAXIO or a similar solution to manage active subscriptions and renewals
- Experience working as a strong collaborator cross-functionally with other department leaders setting annual strategic initiatives that dictate the company’s direction
What You’ll Be Doing
This is a hands on leadership role both with your team and other department leaders. You’ll work closely with our customers, InnoVint’s highly reputed Customer Success team, and others in the company to ensure that our customers are the most successful wineries in the wine industry.
Some of the activities you’ll focus on include:
- Set the strategic Customer Success plan and ensure the annual goals are on-track and visible by developing and managing a consistent quarterly Objectives and Key Results (OKR) process
- Influence customer value through greater product adoption and increasing customer satisfaction as evidenced by overall health scores
- Drive new business growth through greater advocacy and customer references
- Attend customer meetings and visit them onsite to develop a thorough understanding about our customers, their hopes and dreams, their pain, and how we can help them.
- Lead pre-sales enterprise engagements to support deals with a large implementation component, and actively participate to ensure customer success well past go-live
- Build and lead a world-class department by recruiting and developing a high-performing team
- Deliver transformational leadership so that the team is highly motivated and engaged. Be an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of the organization.
- Foster collaboration within the InnoVint team and across customers
- Facilitate a twice-yearly performance review process to ensure all employees receive regular and high-quality feedback
- Work closely with company leadership and our sales and marketing teams to align on customer engagement strategies and drive referrals to fill the top of the funnel
- Provide an elevated level of thought leadership on the leadership team and on company-wide initiatives. This includes meeting with functional group leaders to understand current challenges and strategize on opportunities for increased efficiency, such as with new or improved technology, new or modified role types, or new or modified processes.
- Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate.
- In collaboration with our Product team build Customer Advisory Groups to drive product enhancement and build strong customer advocates
- Find clever ways to celebrate the team’s success at achieving important milestones
Who You Are
We know how special and unique you are. We bet you:
- Will become as passionate as we are about improving the lives of winery professionals with better software and services!
- Are a natural mentor and an effective, inspiring leader who thrives on developing others, both your team and your customers
- Are energetic and proactive: a driven, self-motivated, self-directed self-starter.
- Are greatly ambitious and want to make a big impact on our company’s success.
- Have off-the-charts intellectual curiosity
- Think on your feet and can comfortably answer unexpected questions in real-time.
- Are collaborative and want to contribute to the success of a team
- Are productive working independently from a home office or co-working space, ideally located on the West Coast close to or in a winegrowing region
- Have outstanding written and verbal communication skills. You are clear, concise, and at times, persuasive and inspiring. As a distributed team we excel at asynchronous communications and bet that you do too!
- Hold a BA, BS or Master’s degree in a relevant field with 2+ years experience leading a Customer Success team in a B2B SaaS company.
- Have an additional 2+ years experience as an individual contributor Customer Success Manager and/or Account Manager in a B2B SaaS company.
Familiarity with InnoVint or winery operations is desirable, but not required. Bonus points if you’ve ever worked a harvest/crush, have dreamt about being a winemaker, or have experience in an academic or practical setting learning about what it takes to run a winery!
Compensation and Benefits
InnoVint’s compensation program delivers above-market compensation based on role, experience, and geography. Total compensation includes base salary ($110-150k), bonus/variable compensation, stock options (ISOs), as well as a benefits package including:
- Medical, Dental, Vision health insurance
- 401(k) plan
- Paid parental and adoption leave
- Open vacation and sick time policy
- Communications allowance
- Wellness program allowance
Does this Director of Customer Success role Excite You?
If so, we look forward to hearing from you! Please apply with your resume and a cover letter explaining why you believe you’re uniquely well-suited for this role.
At InnoVint, we value diversity and believe teams with diverse backgrounds make better products and contribute to more successful companies. We do not discriminate based on race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, military status, genetic information, or any other basis protected by applicable law. Our diversity efforts are rooted in our operating principles, which include “Put People Above All Else” and “Lead with Transparency”. We’re excited for you to apply!
Please submit your resume here. We’re excited for you to apply!