CHAMPtitles
Director of Customer Success
CHAMPtitles, Cleveland, Ohio, us, 44101
Through the application of its secure, patent-pending technology, CHAMPtitles digitizes the process of vehicle titling between state government, financial institutions, auto dealers, and consumers, creating a legal, digital title that is easily transferable and verified.Winner of multiple awards, including Inno Startups to Watch, GCP Best of Tech, and Purpose Jobs Best Places to Work, CHAMPtitles takes pride in its innovative, collaborative, and inclusive culture.What You'll Do:
As a rapidly growing startup, we are seeking a talented and experienced professional to join our team as the Director of Customer Success. This role is crucial in ensuring the satisfaction and success of our valued customers. You will be responsible for building and leading a customer success team for CHAMPtitles. In addition, you will be responsible for client activation management, building strategies to provide outstanding customer support, establishing efficiencies and automation of work streams and analyzing key metrics to determine customer satisfaction.Responsibilities:
Build and Lead Customer Success Team:
Establish and lead a high-performing customer success team.Recruit, train, and mentor team members to ensure a customer-centric mindset.Support Organization Management:
Develop and implement strategies for providing exceptional customer support.Oversee day-to-day operations, ensuring efficient and effective resolution of customer issues.Client Activation Management:
Manage client activation by training various customer constituencies.Document steps necessary for successful client activation and ensure adherence to established processes.Develop and manage activation timelines, ensuring timely and smooth onboarding for customers.Automation and Streamlining:
Leverage common tools and technologies to automate and streamline customer support operations.Continuously identify opportunities for process improvement and implement solutions.Possess a deep understanding of SaaS products and the ability to guide the team in providing expert support.Collaborate with product development teams to relay customer feedback and contribute to product enhancements.Customer Advocacy:
Foster strong relationships with customers, acting as a trusted advisor.Champion customer interests within the organization and advocate for their needs.Metrics and Reporting:
Establish key performance indicators (KPIs) for customer success and support operations.Regularly analyze metrics to assess performance and implement improvements.Start-up Environment Comfort:
Thrive in a dynamic start-up environment, demonstrating adaptability and resilience.Contribute to the company culture by embodying an entrepreneurial spirit.Skills and Qualifications:
Education: Bachelor’s degree in business, marketing, communications or related field or equivalent work experience.Work Experience: Minimum of 8 years of work experience working in customer success and a minimum of 3 years in a customer success leadership role, with a track record of building and managing successful support organizations.Technical Proficiency: Familiarity with common tools and technologies used for customer support and automation.SaaS Expertise: Experience supporting SaaS products and a strong understanding of the unique challenges associated with them.Activation Management: Demonstrated experience in managing client activation, including training and documentation of activation processes.Industry-Specific Experience (Desired): Experience with the automotive industry is desirable. Familiarity with state government business practices is a plus. Knowledge of financial services is advantageous.Strategic Thinker: Ability to develop and execute customer success strategies aligned with business goals.Communication Skills: Excellent communication and interpersonal skills, with the ability to build strong relationships with both customers and internal teams.Location:
Cleveland (Hybrid Work Environment)Why Join Us:
Ability to make a significant impact on company culture and success.Competitive salary and benefits package.Performance based yearend bonus.Subsidized lunches.Flexible work environment.Opportunities for professional development and career growth.Collaborative and inclusive work environment.CHAMPtitles is an Equal Opportunity Employer. Qualified applicants are considered without regard to race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, physical or mental disability or handicap, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), marital status, veteran or military status, sexual orientation, genetic information, gender identity or expression (including transgender status), or any other characteristic protected by applicable federal, state or local laws.
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As a rapidly growing startup, we are seeking a talented and experienced professional to join our team as the Director of Customer Success. This role is crucial in ensuring the satisfaction and success of our valued customers. You will be responsible for building and leading a customer success team for CHAMPtitles. In addition, you will be responsible for client activation management, building strategies to provide outstanding customer support, establishing efficiencies and automation of work streams and analyzing key metrics to determine customer satisfaction.Responsibilities:
Build and Lead Customer Success Team:
Establish and lead a high-performing customer success team.Recruit, train, and mentor team members to ensure a customer-centric mindset.Support Organization Management:
Develop and implement strategies for providing exceptional customer support.Oversee day-to-day operations, ensuring efficient and effective resolution of customer issues.Client Activation Management:
Manage client activation by training various customer constituencies.Document steps necessary for successful client activation and ensure adherence to established processes.Develop and manage activation timelines, ensuring timely and smooth onboarding for customers.Automation and Streamlining:
Leverage common tools and technologies to automate and streamline customer support operations.Continuously identify opportunities for process improvement and implement solutions.Possess a deep understanding of SaaS products and the ability to guide the team in providing expert support.Collaborate with product development teams to relay customer feedback and contribute to product enhancements.Customer Advocacy:
Foster strong relationships with customers, acting as a trusted advisor.Champion customer interests within the organization and advocate for their needs.Metrics and Reporting:
Establish key performance indicators (KPIs) for customer success and support operations.Regularly analyze metrics to assess performance and implement improvements.Start-up Environment Comfort:
Thrive in a dynamic start-up environment, demonstrating adaptability and resilience.Contribute to the company culture by embodying an entrepreneurial spirit.Skills and Qualifications:
Education: Bachelor’s degree in business, marketing, communications or related field or equivalent work experience.Work Experience: Minimum of 8 years of work experience working in customer success and a minimum of 3 years in a customer success leadership role, with a track record of building and managing successful support organizations.Technical Proficiency: Familiarity with common tools and technologies used for customer support and automation.SaaS Expertise: Experience supporting SaaS products and a strong understanding of the unique challenges associated with them.Activation Management: Demonstrated experience in managing client activation, including training and documentation of activation processes.Industry-Specific Experience (Desired): Experience with the automotive industry is desirable. Familiarity with state government business practices is a plus. Knowledge of financial services is advantageous.Strategic Thinker: Ability to develop and execute customer success strategies aligned with business goals.Communication Skills: Excellent communication and interpersonal skills, with the ability to build strong relationships with both customers and internal teams.Location:
Cleveland (Hybrid Work Environment)Why Join Us:
Ability to make a significant impact on company culture and success.Competitive salary and benefits package.Performance based yearend bonus.Subsidized lunches.Flexible work environment.Opportunities for professional development and career growth.Collaborative and inclusive work environment.CHAMPtitles is an Equal Opportunity Employer. Qualified applicants are considered without regard to race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, physical or mental disability or handicap, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), marital status, veteran or military status, sexual orientation, genetic information, gender identity or expression (including transgender status), or any other characteristic protected by applicable federal, state or local laws.
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