Director Customer Success & Growth

Mad Mobile is leading the charge in building the next generation of retail and restaurant experiences. In today's rapidly evolving market, customer expectations continue to change, and Mad Mobile is at the forefront of innovation. We empower customers to engage and purchase from brands seamlessly, whether they're in-store, outside the four walls, or on the go. Our platform already supports some of the biggest brands, and we're always looking for new ways to engage with Customers, increase in-store productivity and ultimately drive transactional value. If you're passionate about creating exceptional experiences and shaping the future of retail and restaurants, Mad Mobile is the place for you!About the Role:

The Director of Customer Success - Growth at Cake POS will drive initiatives to expand our footprint within our existing customer base while ensuring long-term customer retention. This role focuses on identifying and executing strategies for upselling, cross-selling, and maximizing the use of our POS solutions by our restaurant clients. You will develop and implement programs that foster customer loyalty and satisfaction, addressing customer needs proactively to prevent churn. As the Director of Growth, you will work closely with sales, marketing, and product teams to align growth initiatives with our overall business objectives, ensuring that our customers continue to derive increasing value from our platform. The ideal candidate will be a strategic thinker with a proven track record in customer success, account management, and revenue growth, dedicated to helping our customers thrive in their business operations.Location:

The role will be located at our Tampa HQ.In this role, you will:

Develop and execute strategies for upselling, cross-selling, and maximizing the use of our POS solutions.Implement programs that foster customer loyalty and satisfaction, addressing customer needs proactively to prevent churn.Collaborate closely with sales, marketing, and product teams to align growth initiatives with overall business objectives.Monitor and measure the effectiveness of growth initiatives using metrics such as Customer Satisfaction (CSTAT) and Net Promoter Score (NPS), making data-driven improvements.Build strong relationships with customers, understanding their needs and ensuring they derive increasing value from our platform.Identify and address any growth-related issues proactively to enhance customer engagement and retention.Mentor and lead a team of customer success managers focused on growth and retention, fostering a culture of continuous improvement.We are looking for someone who has:

Minimum of 7-10 years in customer success, account management, or related fields, with at least 3-5 years in a leadership role focused on growth and retention.Strong understanding of the restaurant or hospitality industry, with experience in POS systems being a significant advantage.Proven ability to lead and mentor a team, fostering a culture of collaboration and continuous improvement.Demonstrated ability to develop and execute growth strategies that drive customer expansion and retention.Strong customer orientation with a track record of enhancing customer satisfaction and loyalty.Experience in monitoring and improving CSTAT and NPS scores.Excellent communication and interpersonal skills, with the ability to build relationships with customers and internal stakeholders.Strong analytical skills with the ability to use data to drive decision-making and measure the effectiveness of growth initiatives.Ability to identify and address issues proactively, ensuring continuous customer engagement and satisfaction.Proficiency with CRM and customer success software tools, and the ability to quickly learn and utilize new technologies.Bachelor’s degree in business, management, or a related field; advanced degree is a plus.Our core values:

Customer

–

WE

believe that our customers deserve the best from us every day.Accountability

–

WE

take ownership and make things happen.Teamwork

–

WE

win as a team and have fun doing it.Innovation

–

WE

innovate, inspire, and ignite the future!Integrity

–

WE

are honest, ethical, and trustworthy.

Why Mad Mobile?

Mad Mobile is the #38 fastest-growing company in Florida and #9 on the Tampa Bay Times Top 100 Workplace List. We’re proud of our culture and promote diversity and a healthy work-life balance.What about the

benefits

you ask?

At Mad Mobile, we're committed to taking care of our employees right from the start. That's why there's no waiting period for our plans – they kick in from day one. We're proud to offer market leading benefits for medical, dental, and vision and cover a generous amount of your premiums. To make sure you're off to a great start, we even provide you with a $1000 HSA contribution (prorated based on your start date and split into two payments).Additionally, we provide a 401(k) plan with a matching contribution of up to 6%, and the best part is you're fully vested from day one. At Mad Mobile, we're not only building the next generation of in-store experiences; we're also building the next generation of incredible teams.

EEOC Statement

Mad Mobile is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state or federal laws.#J-18808-Ljbffr