Bitly
Senior Director, Customer Success & Support
Bitly, Little Ferry, New Jersey, us, 07643
Thanks for checking out this job opportunity.We’re on a re-charge week, enjoying time with family and friends!Please be advised that
Bitly’s offices will be closed from Monday, December 25 until Tuesday, January 2 . If you’re applying during this time, you can expect a slight delay in our response, but we’ll be following up with you as soon as possible upon our return.If you’d like to learn more about Recharge Week, or any of our other exciting company benefits Bitly offers, message us at talent@bit.ly!At Bitly, we believe in the power of the link or scan - to start a conversation, build a relationship or grow a business. Our mission is to turn every interaction into a catalyst for connections. It’s what motivates us to help people share, promote and engage everywhere on the Internet. We do this by being relentlessly product-focused, fostering the free-flowing exchange of ideas, and inspiring people around the world to dream up new ways of using Bitly.The Role
At Bitly, we believe in the power of the link or scan - to start a conversation, build a relationship or grow a business. Our mission is to turn every interaction into a catalyst for connections. It’s what motivates us to help people share, promote and engage everywhere on the Internet. We do this by being relentlessly product-focused, fostering the free-flowing exchange of ideas, and inspiring people around the world to dream up new ways of using Bitly.What You'll Do
Drive Customer Success and Support OutcomesImprove renewal rates and reduce churnExpand our revenue in accounts through cross-sell and up-sellInfluence future lifetime value through higher product adoption, customer satisfaction and overall health scoresDrive new business growth through greater advocacy and reference-abilityMap and maintain customer journeys by defining stages, along with key milestones (“Moments of Truth”), and strategic playbooks for both planned and unplanned events.Standardize interventions and CTAs for at-risk customers (ie. “Get to Green” plans)Define segmentation of the customer base, build out corresponding strategies and identify opportunities for continuous improvementDevelop world-class support organization and achieve customer satisfaction targetsCreate a company-wide culture of a customer first mentality - partnering closely with Sales, Product, and Marketing leaders to drive company initiativesLead World-class Customer Success and Support TeamsLead a team of high potential directors, team leads, and individual contributors responsible for all stages of the customer success process: onboarding, training, customer success management, renewals, cross-sell / up-sell, customer support, and advocacyAttract and recruit new team members for all levels of the customer success organizationFoster strong collaboration within the team and with other company stakeholdersEncourage continuous learning and a culture of coaching within the teamTeach and learn from best practices in the customer success ecosystemLead a Data-Driven and Technology Enabled Customer Success and Support OrganizationDefine operational metrics for the team, measure effectiveness, and optimize across all stages of the customer journeyEstablish a system for tracking and forecasting metrics and create cadence for ongoing review and assessmentManage and report on metrics & performance for the company, executive team, and boardDrive further adoption of our selected customer success management platformDesign and enable CTAs and customer engagement strategies across our customer tiers – from higher-touch enterprise customers through to self-service customersExpand the use of our selected support platform, enabling scalable tech-enabled investigation, triage and resolution of support issuesLeverage data and partner with finance and Revenue Operations to drive account staffing ratios, and contribution marginsPrioritize optimal data integrations with other key platforms in the organization (CRM, email marketing software, etc.) to ensure seamless business processesWho You Are
7-10 years of experience leading customer-facing organizations for a SaaS, consumer-tech, ecommerce, or other high-growth technology companyExperience with Gainsight, Zendesk, and Ada is preferred but not requiredAbility to manage influence through persuasion, negotiation, and consensus buildingIdeally combined background of post-sale and sales experienceStrong empathy for customers AND passion for revenue and growthDeep understanding of value drivers in recurring revenue business modelsAnalytical and process-oriented mindsetDemonstrated desire for continuous learning and improvementEnthusiastic and creative leader with the ability to inspire othersExcellent communication and presentation skillsUS Employee Benefits
Competitive Salary + Stock OptionsComprehensive and competitive medical, dental, and vision insurance (all LGBT friendly)401k with up to 4% employer matchOne Medical membership: Doctors you can text, call or email 24/7 and receive access to expert insurance guidanceWellness reimbursement programPartial cell phone service reimbursementVoluntary LegalShield for legal services and IDShield for identity theft protectionUnlimited vacation, personal time, and flexible work from home policiesFull support for remote work during COVID-19, including a $500 home office and separate WiFi stipendGenerous parental leave policies; maternity and parental leave for growing familiesBudget for professional development opportunities, including courses and conference attendanceSnacks, drinks, and weekly catered lunches (when our offices reopen)Company sponsored volunteering opportunities (when it is safe to do so)Closing
US applicants must be currently authorized to work in the United States on a full-time basis.Must live in or be willing to relocate to one of the following states to be eligible for hire: Arizona, California, Colorado, Connecticut, Florida, Illinois, Louisiana, Massachusetts, Michigan, Minnesota, New York, New Jersey, North Carolina, Texas, Vermont, Virginia, WashingtonIf you are based in California, we encourage you to read this important information for California residents linked here. (https://bitly.is/CPRACandidates)The annual cash compensation range for this position is below. Final compensation will be determined based on experience and skills and may vary from the range listed.Pay Range
$185,000—$245,000 USDOur Values
Be a Catalyst. As an innovative technology company, we build our products to be a catalyst for connection and encourage our team to be catalysts for meaningful impact both at work and in the worldTake Ownership. In our highly collaborative culture, Individual accountability is critical. We depend on each other to solve our customers' most challenging problems and celebrate the wins togetherChampion Diversity, Equity & Inclusion. Our product connects people of all backgrounds and abilities. And our company is built on the belief that our differences make us better and that everyone deserves the opportunity in which to thriveShow Integrity. We don’t cut corners. We don’t look for the easy way out. We approach every day with a shared mindset - let’s do the right thing, even if it’s the harder thingHave Fun. Whether your time here is as short as a Bitly link or as long as the links your grandma sends you, we want your experience at Bitly to be fun and memorable. We hope the connections you make here last a lifetimeIn keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital domestic partner status, sexual orientation, gender identity, disability status, or veteran status. Above and beyond discrimination/harassment based on “protected categories,” Bitly also strives to prevent other, subtler forms of inappropriate behavior (e.g., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at Bitly.
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Bitly’s offices will be closed from Monday, December 25 until Tuesday, January 2 . If you’re applying during this time, you can expect a slight delay in our response, but we’ll be following up with you as soon as possible upon our return.If you’d like to learn more about Recharge Week, or any of our other exciting company benefits Bitly offers, message us at talent@bit.ly!At Bitly, we believe in the power of the link or scan - to start a conversation, build a relationship or grow a business. Our mission is to turn every interaction into a catalyst for connections. It’s what motivates us to help people share, promote and engage everywhere on the Internet. We do this by being relentlessly product-focused, fostering the free-flowing exchange of ideas, and inspiring people around the world to dream up new ways of using Bitly.The Role
At Bitly, we believe in the power of the link or scan - to start a conversation, build a relationship or grow a business. Our mission is to turn every interaction into a catalyst for connections. It’s what motivates us to help people share, promote and engage everywhere on the Internet. We do this by being relentlessly product-focused, fostering the free-flowing exchange of ideas, and inspiring people around the world to dream up new ways of using Bitly.What You'll Do
Drive Customer Success and Support OutcomesImprove renewal rates and reduce churnExpand our revenue in accounts through cross-sell and up-sellInfluence future lifetime value through higher product adoption, customer satisfaction and overall health scoresDrive new business growth through greater advocacy and reference-abilityMap and maintain customer journeys by defining stages, along with key milestones (“Moments of Truth”), and strategic playbooks for both planned and unplanned events.Standardize interventions and CTAs for at-risk customers (ie. “Get to Green” plans)Define segmentation of the customer base, build out corresponding strategies and identify opportunities for continuous improvementDevelop world-class support organization and achieve customer satisfaction targetsCreate a company-wide culture of a customer first mentality - partnering closely with Sales, Product, and Marketing leaders to drive company initiativesLead World-class Customer Success and Support TeamsLead a team of high potential directors, team leads, and individual contributors responsible for all stages of the customer success process: onboarding, training, customer success management, renewals, cross-sell / up-sell, customer support, and advocacyAttract and recruit new team members for all levels of the customer success organizationFoster strong collaboration within the team and with other company stakeholdersEncourage continuous learning and a culture of coaching within the teamTeach and learn from best practices in the customer success ecosystemLead a Data-Driven and Technology Enabled Customer Success and Support OrganizationDefine operational metrics for the team, measure effectiveness, and optimize across all stages of the customer journeyEstablish a system for tracking and forecasting metrics and create cadence for ongoing review and assessmentManage and report on metrics & performance for the company, executive team, and boardDrive further adoption of our selected customer success management platformDesign and enable CTAs and customer engagement strategies across our customer tiers – from higher-touch enterprise customers through to self-service customersExpand the use of our selected support platform, enabling scalable tech-enabled investigation, triage and resolution of support issuesLeverage data and partner with finance and Revenue Operations to drive account staffing ratios, and contribution marginsPrioritize optimal data integrations with other key platforms in the organization (CRM, email marketing software, etc.) to ensure seamless business processesWho You Are
7-10 years of experience leading customer-facing organizations for a SaaS, consumer-tech, ecommerce, or other high-growth technology companyExperience with Gainsight, Zendesk, and Ada is preferred but not requiredAbility to manage influence through persuasion, negotiation, and consensus buildingIdeally combined background of post-sale and sales experienceStrong empathy for customers AND passion for revenue and growthDeep understanding of value drivers in recurring revenue business modelsAnalytical and process-oriented mindsetDemonstrated desire for continuous learning and improvementEnthusiastic and creative leader with the ability to inspire othersExcellent communication and presentation skillsUS Employee Benefits
Competitive Salary + Stock OptionsComprehensive and competitive medical, dental, and vision insurance (all LGBT friendly)401k with up to 4% employer matchOne Medical membership: Doctors you can text, call or email 24/7 and receive access to expert insurance guidanceWellness reimbursement programPartial cell phone service reimbursementVoluntary LegalShield for legal services and IDShield for identity theft protectionUnlimited vacation, personal time, and flexible work from home policiesFull support for remote work during COVID-19, including a $500 home office and separate WiFi stipendGenerous parental leave policies; maternity and parental leave for growing familiesBudget for professional development opportunities, including courses and conference attendanceSnacks, drinks, and weekly catered lunches (when our offices reopen)Company sponsored volunteering opportunities (when it is safe to do so)Closing
US applicants must be currently authorized to work in the United States on a full-time basis.Must live in or be willing to relocate to one of the following states to be eligible for hire: Arizona, California, Colorado, Connecticut, Florida, Illinois, Louisiana, Massachusetts, Michigan, Minnesota, New York, New Jersey, North Carolina, Texas, Vermont, Virginia, WashingtonIf you are based in California, we encourage you to read this important information for California residents linked here. (https://bitly.is/CPRACandidates)The annual cash compensation range for this position is below. Final compensation will be determined based on experience and skills and may vary from the range listed.Pay Range
$185,000—$245,000 USDOur Values
Be a Catalyst. As an innovative technology company, we build our products to be a catalyst for connection and encourage our team to be catalysts for meaningful impact both at work and in the worldTake Ownership. In our highly collaborative culture, Individual accountability is critical. We depend on each other to solve our customers' most challenging problems and celebrate the wins togetherChampion Diversity, Equity & Inclusion. Our product connects people of all backgrounds and abilities. And our company is built on the belief that our differences make us better and that everyone deserves the opportunity in which to thriveShow Integrity. We don’t cut corners. We don’t look for the easy way out. We approach every day with a shared mindset - let’s do the right thing, even if it’s the harder thingHave Fun. Whether your time here is as short as a Bitly link or as long as the links your grandma sends you, we want your experience at Bitly to be fun and memorable. We hope the connections you make here last a lifetimeIn keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital domestic partner status, sexual orientation, gender identity, disability status, or veteran status. Above and beyond discrimination/harassment based on “protected categories,” Bitly also strives to prevent other, subtler forms of inappropriate behavior (e.g., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at Bitly.
#J-18808-Ljbffr