AgentSync
Director, Customer Success Management
AgentSync, Denver, Colorado, United States, 80285
Be part of the early foundational team by helping build AgentSync's Customer Success function! This is not your typical Customer Success role. Salesforce-nerd? Customer-obsessed heart with a Product-obsessed mindset? Agile-savvy? Natural problem-solver? High EQ and IQ? Let's chat! AgentSync's Customer Success team will be our fastest growing organization for the foreseeable future. That means, by definition, rapid upward career trajectory and unlimited lateral career mobility opportunities.The Customer Success team is on the frontline working with our most valuable asset - our beloved customers. Our customers have invested their time, resources, and trust in us, and our Customer Success team gets hands-on with customers to be sure they are successful, happy, and feel as deeply a part of our product building journey as we know they are.As Director of Customer Success Management, you will manage and oversee team members, resolve customer questions or complaints, and develop programs and procedures to enhance productivity and performance throughout the Customer Success organization.What you'll do:
Own full customer lifecycle relationships for Customer accounts within AgentSync's culture and values - most especially, Customer Love.Build and cultivate deep, trusted, and transparent relationships with our customers, exceeding their expectations during every phase of the customer lifecycle.Collaborate closely and effectively with customers and AgentSync teams to ensure smooth customer implementations, onboarding, training, support, quarterly and annual check-ins, etc.Get hands-on supporting customers in the AgentSync products to help them quickly, accurately, and scalably solve their challenges.Deeply understand our customers' goals, ambitions, daily problems, business process improvements, and different use cases.Communicate clearly and accurately with internal teams regarding customer success updates, new customer requirements, progress updates, and closed-loop product feedback.Create and iterate on foundational best practice processes, tools, measurement, and the critical foundations of a world-class Customer Success function.Be a strategic voice of the customer thought-partner for our marketing, sales, implementation, support, product, and engineering teams to perpetually identify AgentSync product and customer experience improvements.Your Experience:
10 years of work experience in Mid-Market/Enterprise B2B SaaS environment.10 years of Enterprise B2B SaaS platform Customer Success, Account Management, Sales or consulting experience.10 years managing & owning accountability for large Enterprise & Strategic-level B2B SaaS customers.5 years Salesforce platform power user, Salesforce Admin, or moderate configuration skills.Experience working with key stakeholders in insurance, financial services, compliance, or legal industries.Natural problem-solver: comfortable with complexity and ambiguity; able to both delve into the details and operational tactics, and engage meaningfully on the big picture or overall strategy.Highly effective communicator: Ability to translate and convey complex and technical solutions to our customers while defining customer needs and goals to our internal teams like Product, Marketing, Support, etc.Proactive and passionate: independently solving conceptual problems, and delivering results in challenging situations.High-energy, team-first attitude: motivated to work collaboratively in a fast-paced, ever-changing environment to help our growing business.Experience managing, coaching, and training team members. Ability to communicate performance and constructive feedback effectively.Ability to synthesize and effectively communicate customer feedback, usage and general sentiment to senior leadership.Salary:
Denver/Boulder Metro $140,000 - $180,000. Additionally, this role is eligible to participate in AgentSync's equity programs. 100% Company Paid Healthcare Insurance (for you and any dependents: Medical, Dental, Vision). Parental leave and return to work childcare stipend. Financial Benefits: 401(k) retirement savings plan. Other Benefits: Unlimited PTO, 12 paid holidays per year.Minimum Qualification:
Account Management. Estimated Salary: $20 to $28 per hour based on qualifications.Company information: AgentSync builds modern insurance infrastructure that connects carriers, agencies, MGAs, and producers. With customer-centric design, seamless APIs, automation, and unparalleled service AgentSync’s solutions create onboarding, licensing, and appointing processes insurers and producers love while ensuring growth and compliance never compete. Founded in 2018 by Niranjan “Niji” Sabharwal and Jenn Knight, and headquartered in Denver, Colo., AgentSync has been recognized as one of Denver’s Best Places to Work, as a Forbes Magazine Cloud 100 Rising Star, an Insurtech Insights Future 50 winner, and is ranked 88 in Forbes – America’s 500 Best Startup Employers 2022.Candidates: AgentSync Recruiting & Talent teams will only communicate with you using @agentsync.io email addresses. When you receive communication from AgentSync, check the email address domain to ensure you're connected with our team (and not a scammer!).
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Own full customer lifecycle relationships for Customer accounts within AgentSync's culture and values - most especially, Customer Love.Build and cultivate deep, trusted, and transparent relationships with our customers, exceeding their expectations during every phase of the customer lifecycle.Collaborate closely and effectively with customers and AgentSync teams to ensure smooth customer implementations, onboarding, training, support, quarterly and annual check-ins, etc.Get hands-on supporting customers in the AgentSync products to help them quickly, accurately, and scalably solve their challenges.Deeply understand our customers' goals, ambitions, daily problems, business process improvements, and different use cases.Communicate clearly and accurately with internal teams regarding customer success updates, new customer requirements, progress updates, and closed-loop product feedback.Create and iterate on foundational best practice processes, tools, measurement, and the critical foundations of a world-class Customer Success function.Be a strategic voice of the customer thought-partner for our marketing, sales, implementation, support, product, and engineering teams to perpetually identify AgentSync product and customer experience improvements.Your Experience:
10 years of work experience in Mid-Market/Enterprise B2B SaaS environment.10 years of Enterprise B2B SaaS platform Customer Success, Account Management, Sales or consulting experience.10 years managing & owning accountability for large Enterprise & Strategic-level B2B SaaS customers.5 years Salesforce platform power user, Salesforce Admin, or moderate configuration skills.Experience working with key stakeholders in insurance, financial services, compliance, or legal industries.Natural problem-solver: comfortable with complexity and ambiguity; able to both delve into the details and operational tactics, and engage meaningfully on the big picture or overall strategy.Highly effective communicator: Ability to translate and convey complex and technical solutions to our customers while defining customer needs and goals to our internal teams like Product, Marketing, Support, etc.Proactive and passionate: independently solving conceptual problems, and delivering results in challenging situations.High-energy, team-first attitude: motivated to work collaboratively in a fast-paced, ever-changing environment to help our growing business.Experience managing, coaching, and training team members. Ability to communicate performance and constructive feedback effectively.Ability to synthesize and effectively communicate customer feedback, usage and general sentiment to senior leadership.Salary:
Denver/Boulder Metro $140,000 - $180,000. Additionally, this role is eligible to participate in AgentSync's equity programs. 100% Company Paid Healthcare Insurance (for you and any dependents: Medical, Dental, Vision). Parental leave and return to work childcare stipend. Financial Benefits: 401(k) retirement savings plan. Other Benefits: Unlimited PTO, 12 paid holidays per year.Minimum Qualification:
Account Management. Estimated Salary: $20 to $28 per hour based on qualifications.Company information: AgentSync builds modern insurance infrastructure that connects carriers, agencies, MGAs, and producers. With customer-centric design, seamless APIs, automation, and unparalleled service AgentSync’s solutions create onboarding, licensing, and appointing processes insurers and producers love while ensuring growth and compliance never compete. Founded in 2018 by Niranjan “Niji” Sabharwal and Jenn Knight, and headquartered in Denver, Colo., AgentSync has been recognized as one of Denver’s Best Places to Work, as a Forbes Magazine Cloud 100 Rising Star, an Insurtech Insights Future 50 winner, and is ranked 88 in Forbes – America’s 500 Best Startup Employers 2022.Candidates: AgentSync Recruiting & Talent teams will only communicate with you using @agentsync.io email addresses. When you receive communication from AgentSync, check the email address domain to ensure you're connected with our team (and not a scammer!).
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