Glowing.io
Director of Client Success for a Growing, Messaging SaaS Startup
Glowing.io, Las Vegas, Nevada, us, 89105
[Full Time] Director of Client Success for a Growing, Messaging SaaS Startup at Glowing.io (United States)Director of Client Success for a Growing, Messaging SaaS Startup
Glowing.io United StatesDate Posted: 18 Nov, 2022Work Location: Las Vegas, NV, United StatesSalary Offered: $120000 — $140000 yearlyJob Type: Full TimeExperience Required: 6+ yearsRemote Work: YesStock Options: YesVacancies: 1 availableGlowing is looking to hire a Director of Customer Success to build a customer success function that retains, expands, and delights customers distributed all over the world. The Director of Customer Success will oversee a small team and be responsible for customer onboarding, adoption, account management, and expansion. The role will report directly to CEO and Founder, Jasen Lew.What You’ll Do:First Week: You will learn about Glowing’s mission and vision, seek to understand our customer success processes, understand our client base and get to know members of our global team.First Month: You will take over day-to-day management of the 2-person customer success team and learn how to train customers on Glowing’s platform.First Quarter: You will design and deliver a repeatable, scalable, and delightful customer onboarding process. You will write, execute, and train others on a playbook for a mid-market and enterprise customer success motion (post-onboarding adoption, renewal, expansion). You will determine, develop a measurement methodology for, and improve key performance indicators, such as client health, net promoter score (NPS), customer satisfaction (CSAT), and customer advocacy (references).First Year: Your team will secure at least $400,000 ARR in expansion sales in FY2023. You will achieve a net dollar retention (NDR) goal while improving CAC payback period. You will build a function — and then a team — that will help Glowing achieve its ARR milestones towards $10M ARR while living into our motto to “stay personal.”About You:You have experience as a customer onboarding specialist, customer success manager, and renewals specialist for mid-market to enterprise customers at a SaaS platform.You have been part of a small Client Success team (1-5 people) that has experienced sizable growth.You take pride in managing individual contributors in customer-facing roles.You’re familiar with customer success platforms, such as ChurnZero or Gainsight.You’re excited to design a repeatable, scalable, and delightful customer onboarding process.You feel comfortable writing and coaching on playbooks, such as a mid-market to enterprise customer success playbook for clients with complex stakeholder management needs (e.g., headquarters and multiple independent locations around the globe).You’re data-driven and know your customer success metrics (e.g., NPS, CSAT, NRR), including how they’re calculated, what they are useful for, and a few strategies to move the needle to improve these metrics.You are capable of owning a renewal or sales quota and know how to develop forecasts (bottom-up, top-down) to share whether or not your team is on-track to target.You have experience with a successful B2B referral program.You use a consultative approach to establish yourself as clients’ trusted advisor.You demonstrate a deep commitment to end users’ success on the platform.You want to work in a hybrid environment (90% remote, 10% in-person) where work travel to visit clients is an occasional expectation.You are able to work +/- 3 hours of European Standard Time and Hong Kong Standard Time.About Us:Glowing.io provides the leading unified, intelligent guest messaging platform for globally-admired hospitality brands. We are a growing, revenue-generating, YCombinator-funded SaaS startup where top-performers find their purpose.Why Join Us?This is a special opportunity to build and own the Client Success function from the ground-up at a hybrid-first, proven startup with growing revenues, strong product that when delivered well, customers love.Total Rewards Package:On target earnings: $120,000 (65% base / 35% variable) - $140,000 (70% base / 30% variable).Bonus and commission structure: $8,000 on-target retention bonus, plus 8% commission on annual recurring revenue (ARR) of expansion deals closed won.Plus, generous stock options, learning stipend and opportunity to travel globally, along with country-specific benefits (e.g. 401k in United States).Application Instructions:To apply, send a resume to cs at glowing.io
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Glowing.io United StatesDate Posted: 18 Nov, 2022Work Location: Las Vegas, NV, United StatesSalary Offered: $120000 — $140000 yearlyJob Type: Full TimeExperience Required: 6+ yearsRemote Work: YesStock Options: YesVacancies: 1 availableGlowing is looking to hire a Director of Customer Success to build a customer success function that retains, expands, and delights customers distributed all over the world. The Director of Customer Success will oversee a small team and be responsible for customer onboarding, adoption, account management, and expansion. The role will report directly to CEO and Founder, Jasen Lew.What You’ll Do:First Week: You will learn about Glowing’s mission and vision, seek to understand our customer success processes, understand our client base and get to know members of our global team.First Month: You will take over day-to-day management of the 2-person customer success team and learn how to train customers on Glowing’s platform.First Quarter: You will design and deliver a repeatable, scalable, and delightful customer onboarding process. You will write, execute, and train others on a playbook for a mid-market and enterprise customer success motion (post-onboarding adoption, renewal, expansion). You will determine, develop a measurement methodology for, and improve key performance indicators, such as client health, net promoter score (NPS), customer satisfaction (CSAT), and customer advocacy (references).First Year: Your team will secure at least $400,000 ARR in expansion sales in FY2023. You will achieve a net dollar retention (NDR) goal while improving CAC payback period. You will build a function — and then a team — that will help Glowing achieve its ARR milestones towards $10M ARR while living into our motto to “stay personal.”About You:You have experience as a customer onboarding specialist, customer success manager, and renewals specialist for mid-market to enterprise customers at a SaaS platform.You have been part of a small Client Success team (1-5 people) that has experienced sizable growth.You take pride in managing individual contributors in customer-facing roles.You’re familiar with customer success platforms, such as ChurnZero or Gainsight.You’re excited to design a repeatable, scalable, and delightful customer onboarding process.You feel comfortable writing and coaching on playbooks, such as a mid-market to enterprise customer success playbook for clients with complex stakeholder management needs (e.g., headquarters and multiple independent locations around the globe).You’re data-driven and know your customer success metrics (e.g., NPS, CSAT, NRR), including how they’re calculated, what they are useful for, and a few strategies to move the needle to improve these metrics.You are capable of owning a renewal or sales quota and know how to develop forecasts (bottom-up, top-down) to share whether or not your team is on-track to target.You have experience with a successful B2B referral program.You use a consultative approach to establish yourself as clients’ trusted advisor.You demonstrate a deep commitment to end users’ success on the platform.You want to work in a hybrid environment (90% remote, 10% in-person) where work travel to visit clients is an occasional expectation.You are able to work +/- 3 hours of European Standard Time and Hong Kong Standard Time.About Us:Glowing.io provides the leading unified, intelligent guest messaging platform for globally-admired hospitality brands. We are a growing, revenue-generating, YCombinator-funded SaaS startup where top-performers find their purpose.Why Join Us?This is a special opportunity to build and own the Client Success function from the ground-up at a hybrid-first, proven startup with growing revenues, strong product that when delivered well, customers love.Total Rewards Package:On target earnings: $120,000 (65% base / 35% variable) - $140,000 (70% base / 30% variable).Bonus and commission structure: $8,000 on-target retention bonus, plus 8% commission on annual recurring revenue (ARR) of expansion deals closed won.Plus, generous stock options, learning stipend and opportunity to travel globally, along with country-specific benefits (e.g. 401k in United States).Application Instructions:To apply, send a resume to cs at glowing.io
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