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Director, Customer Success, Teams

Stack Exchange


3 weeks ago

Job type: Full-time

Remote (USA Only)

Hiring from: USA Only

Category: Customer Service


Stack Overflow is the largest, most trusted online community for developers to learn, share their knowledge, and build their careers. More than 60 million professional and aspiring programmers visit Stack Overflow each month to help solve coding problems, develop new skills, and find job opportunities.

We partner with businesses to help them understand, hire, engage, and enable the world's developers. The products and services are focused on technical recruiting, developer marketing, and enterprise knowledge sharing. Our clientele includes Google, Microsoft, Bloomberg, and many other Fortune 500 names.

As a Director of Customer Success at Stack Overflow, you’ll work in tandem with multiple internal lead stakeholders to renew and grow business in our existing client base. The Director oversees and provides strategic guidance to CSMs, Onboarding Specialists and Insights Analysts on behalf of their customers of various sizes along the customer journey.The ideal candidate loves to build and execute. You want to be with a collaborative team where your experiences, effort and ideas will matter. You’re relaxed yet professional, eloquent yet casual, and pleasant yet persuasive. Most importantly, you want to believe in the product you’re selling and take a personal interest in the growth of the organization.What you’ll do:
  • Manage a team of segment-aligned Customer Success Managers, Onboarding Specialists and Insights Analysts to guide them towards adoption and renewal goals 
  • Strong awareness of the customer journey and how to encourage action at key benchmarks (ie upsell, renewal, reference) during a customer's experience with Stack Overflow
  • Instruct Customer Success Managers on methods to strategically advise goal achievement, developing customer growth plans and signaling high potential and at-risk customers
  • Forecast and track key deployment and adoption metrics on behalf of the Customer Success organization
  • Be an account escalation point for adoption, renewal and executive support
  • Collaborate with key internal and external stakeholders to enhance the Stack Overflow brand and suite of offerings 
  • Identify common customer challenges amongst your CSM cohort and their books of business to help identify opportunities for enhanced product solutions
  • Partner cross-functionally with Stack Overflow Account Executives, Product, Engineering and Marketing teams to continuously improve the customer experience
  • Ability to craft internal and customer-facing assets
What you'll need to have:
  • 7+ years of SaaS account management or enterprise software experience with a demonstrated track record of success
  • 4+ years of experience in a management role leading 5+ team members in customer success and/or account management roles
  • Knowledge of Customer Success best practices and key processes used in best-in-class CS organizations
  • Experience developing project plans and delivering technology driven business transformations
  • Outstanding communication skills across a customer lifecycle and stakeholder level (ie end users to C-level executives)
  • Passion for customer success and creating a continuously improving experience via technology
  • Depth of knowledge and keen familiarity with customer journeys and sales cycles in competitive markets
  • Consistent track record of highly-professional customer service in a fast paced, dynamic environment.
  • Ability to prioritize and multitask while maintaining diplomacy, tact, and poise under pressure when working through customer issues
  • College degree (BA/BS)
  • Experience with tools such (eg Salesforce, Gainsight, Looker) is a plus
What you’ll get in return:
  • Competitive base salary
  • 20 days paid vacation
  • Flexible hours
  • Stock options
  • Completely free health insurance (no copay, no premiums)
  • Great office w/ espresso bar, games, and free daily lunches
  • Gym membership reimbursement
  • Transportation reimbursement
  • Employees will never be poked with a sharp stick
Employment is conditioned upon successful completion of a background check and upon having the appropriate legal right to work.
 
Diverse teams build better products.

Legally, we need you to know this: 
Stack Overflow does not discriminate in employment matters on the basis of race, color, religion, gender, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, disability, or any other protected class. We support workplace diversity. 

But we want to add this:
We strongly believe that diversity of experience contributes to a broader collective perspective that will consistently lead to a better company and better products. We are working hard to increase the diversity of our team wherever we can and we actively encourage everyone to consider becoming a part of it.

 

Before you apply, please check if any restrictions apply in terms of time zone or country.

This job has a geo-restriction in place: USA Only.

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