Parade
Director, Customer Success Management
Parade, San Francisco, California, United States, 94199
Director, Customer Success ManagementParade is revolutionizing the logistics space by tackling its most pressing problems. We use advanced automation, AI, and machine learning to make freight more efficient and transparent. With a steady stream of new products, we're always at the cutting edge, addressing the future needs of freight. Since our breakthrough Series A funding in early 2022, we have rapidly scaled and recently secured an additional $17M in venture funding, fueling our growth and our commitment to driving the future of logistics. Join us in crafting groundbreaking solutions and influencing the future of logistics!
Responsibilities
The Director, Customer Success Management will build and lead the functions responsible for delivering exceptional customer value that drives mutual growth.
You will define a best-in-class value journey for Parade’s customers, ensuring that we chart the path to wild success that maximizes our net retention.
Own net retention targets and outcomes for Parade’s existing customer business.
Build a high performance team through hiring, training, coaching, and mentoring a team of Account Managers and Customer Success Managers.
Achieve best-in-class operating metrics for your teams, including adoption, retention, engagement, and expansion targets.
Partner proactively with product, engineering, operations, finance, and sales to deliver exceptional customer value and achieve net retention goals through strong retention and expansion.
Own business process optimization for your function, unblocking needs for your team and prioritizing scale initiatives.
Deliver weekly forecasting to the leadership team on retention, renewals, and expansion.
Build relationships with Parade’s customers, serving as an escalation point for your team and as a sounding board for customer needs.
Deliver a consultative, solutions-focused approach to the customer journey, commercials, and renewals through maintaining a high standard of customer service and experience.
Own the hiring and operating plan for your team.
Lead weekly forecasting for net retention, renewals, and expansion.
Get to know Parade’s customers and become an escalation point for your team.
Own the plan to achieve net retention targets.
Establish working partnerships with other functional leadership.
Identify top initiatives and projects to drive more customer value, scale, and outcomes.
Qualifications
4+ years managing customer facing teams owning commercial outcomes in account management, customer success, and/or sales.
Proven track record of achieving commercial targets.
Proactive forecast management with consistency in delivering updates to key business stakeholders.
Experience managing a range of customers from SMB to Enterprise.
Consultative approach to defining strategic opportunities with customers to map, measure, and achieve business outcomes that lead to commercial growth.
Excellent communication skills and ability to build relationships across functions inside and outside of the organization.
Benefits
Competitive salary and compensation package with full Medical, Dental, and Vision benefits.
401k plan to help you save for the future.
UNLIMITED Paid Time Off - and we want you to use it!
100% Remote.
Company Offsites to get to know your teammates.
The expected on-target compensation for this role is between $150,000-$250,000 for work performed in the United States.
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Responsibilities
The Director, Customer Success Management will build and lead the functions responsible for delivering exceptional customer value that drives mutual growth.
You will define a best-in-class value journey for Parade’s customers, ensuring that we chart the path to wild success that maximizes our net retention.
Own net retention targets and outcomes for Parade’s existing customer business.
Build a high performance team through hiring, training, coaching, and mentoring a team of Account Managers and Customer Success Managers.
Achieve best-in-class operating metrics for your teams, including adoption, retention, engagement, and expansion targets.
Partner proactively with product, engineering, operations, finance, and sales to deliver exceptional customer value and achieve net retention goals through strong retention and expansion.
Own business process optimization for your function, unblocking needs for your team and prioritizing scale initiatives.
Deliver weekly forecasting to the leadership team on retention, renewals, and expansion.
Build relationships with Parade’s customers, serving as an escalation point for your team and as a sounding board for customer needs.
Deliver a consultative, solutions-focused approach to the customer journey, commercials, and renewals through maintaining a high standard of customer service and experience.
Own the hiring and operating plan for your team.
Lead weekly forecasting for net retention, renewals, and expansion.
Get to know Parade’s customers and become an escalation point for your team.
Own the plan to achieve net retention targets.
Establish working partnerships with other functional leadership.
Identify top initiatives and projects to drive more customer value, scale, and outcomes.
Qualifications
4+ years managing customer facing teams owning commercial outcomes in account management, customer success, and/or sales.
Proven track record of achieving commercial targets.
Proactive forecast management with consistency in delivering updates to key business stakeholders.
Experience managing a range of customers from SMB to Enterprise.
Consultative approach to defining strategic opportunities with customers to map, measure, and achieve business outcomes that lead to commercial growth.
Excellent communication skills and ability to build relationships across functions inside and outside of the organization.
Benefits
Competitive salary and compensation package with full Medical, Dental, and Vision benefits.
401k plan to help you save for the future.
UNLIMITED Paid Time Off - and we want you to use it!
100% Remote.
Company Offsites to get to know your teammates.
The expected on-target compensation for this role is between $150,000-$250,000 for work performed in the United States.
#J-18808-Ljbffr