Job Description
We are looking for a dynamic individual to lead Spoiler Alert’s Customer Success team. The Director of Customer Success is a key leadership position at Spoiler Alert with the opportunity to work with some of the largest food companies in the world. In this role you will directly manage the Customer Success team and collaborate cross-functionally to ensure that our customers have a high quality experience and are able to realize business value for continuous and expanded use of the Spoiler Alert products and services. You will be responsible for spearheading initiatives that help our customers reduce operating costs, unlock new revenue opportunities, or enhance their brand. This is an exciting opportunity for an experienced leader with broad expertise in customer relationship management or consulting with Fortune 500 companies to build a Customer Success team from the ground up.
Responsibilities
As the Director of Customer Success, you will help to architect our Customer Success strategy and be responsible for defining and refining services that ensure the continued success of our customers, including initial onboarding, product adoption, retention, and growth. This role is external facing and requires exceptional leadership to our Customer Success team. Responsibilities include the following:
- Refine suite of professional services, including onboarding, implementation, training, new partner identification, organic recycling optimization, account reviews, and support
- Hire, coach, and lead team of high-performing Customer Success Managers
- Serve as a trusted advisor to customer stakeholders and executive sponsors to present program results and strategize on press relations and public food waste goals
- Oversee comprehensive data analysis and business case development for clients, including financial analysis, performance improvement strategies, and account reviews
- Spearhead initiatives to influence lifetime value of customers, product adoption, and customer satisfaction through new service offerings and pricing model innovation
- Define operational metrics, KPIs, and reporting processes for internal team, leadership, and board
- Lead voice of the customer initiatives, development of health scores, and evaluation of internal analytics platforms
- Support new business growth through greater reference-ability and case study development
- Serve as customer advocate internally and collaborate with Sales, Product and Marketing departments to enhance Spoiler Alert products and services
The position reports to the leadership team and requires collaboration with Sales, Marketing, and Product to ensure that customers are represented throughout every stage of the customer lifecycle.
Qualifications
Successful candidates will possess an outstanding track record in scaling customer success organizations in size and revenue, a data-driven and analytical approach to supporting Fortune 500 clients, and a desire to hire, coach and manage a high performing customer success team. Qualifications include:
- 5+ years experience in a client-facing role, in management consulting or SaaS
- 2+ years experience managing professional services or customer success organization
- Demonstrated success maintaining and growing enterprise customers and building relationships with C-level executives at Fortune 500 companies
- Strong empathy for customers AND a passion for revenue and growth
- Deep understanding of value drivers in SaaS business models
- Ability to engage in strategic and tactical conversations with customers, ranging from senior stakeholders to end users across Operations, IT, Merchandising, and Finance
- Strong leadership capability with proven experience building and managing dynamic, collaborative, and high performing teams
- Technical competence and experience with enterprise technology deployments
- Experience with large data sets and ability to extract business insights from analysis
- Detail-oriented with the ability to set priorities and be flexible in a changing environment
- Passion towards company’s mission and interest in sustainability and food systems
- Geographically located in (or willingness to relocate to) the Greater Boston area
Preferred qualifications include:
- Ideally combined background of post-sale and sales experience
- Relevant work experience in food manufacturing, sustainability, or supply chain
- Experience with system integration, ERP, and supply chain software
Spoiler Alert is committed to providing equal employment opportunities for all applicants and employees, as well as a safe and inclusive work environment, free of discrimination based on race, color, religion, sex, gender identity or expression, sexual orientation, genetics, national origin, ancestry, age, medical condition, mental or physical disability, handicap or veteran status, or marital status.
Benefits
Spoiler Alert is committed to providing equal employment opportunities for all applicants and employees, and it prides itself on its collaborative work style, mission-driven aspirations, and commitments to quality, compassion, continuous learning, and personal growth. Employee benefits include the following:
- Competitive salary and stock option packages
- Subsidized health and dental insurance plans (PPO and HMO options)
- Monthly commuting subsidy for use of public transit or carpooling
- Annual fitness reimbursement
- Availability of a 401(k) plan (via employee pre-tax contribution)
- 15 vacation days, 5 sick days, and 10 company holidays per year
- Two months of paid universal parental leave (additional unpaid leave options available)
- Quarterly paid volunteer outings with community partners
- Professional development (quarterly OKRs, management 1:1s, conference and training attendance, annual performance review and compensation evaluations)
- Open office environment with casual dress and free snacks/beverages
We are a diverse team committed to a safe and inclusive work environment, free of discrimination based on race, color, religion, sex, gender identity or expression, sexual orientation, genetics, national origin, ancestry, age, medical condition, mental or physical disability, handicap or veteran status, or marital status.
