Director, Customer Success

As the Director of Customer Success, Commercial (SMB), you will be responsible for managing a team of Customer Success Managers (CSMs) who build and maintain strong relationships with our most important clients. Your role will involve ensuring successful launches, identifying new use cases, and providing ongoing strategic support to increase customer satisfaction and drive revenue retention and growth. You will lead and coach a team of CSMs, develop a customer success toolkit, and own the leading and lagging indicators of success. Additionally, you will serve as an expert on product analytics and change management, support the entire customer journey, drive revenue expansion, and constantly iterate on our customer lifecycle processes.

• Lead and manage a team of SMB Customer Success Managers
• Directly manage a global team of 7+ CSMs in North America & India
• Coach and enable the team to execute operational objectives
• Recruit, inspire, and retain top talent
• Iterate on a customer success toolkit to enhance performance of CSMs
• Retain and grow revenue of Heap customers
• Own gross retention and expansion metrics for the team's customer base
• Support CSMs in product adoption metrics, success plans, and relationship plans
• Maintain high NPS across the customer lifecycle
• Develop expertise in product analytics and adjacent markets
• Serve as a resource and thought leader on data-driven change management
• Act as a trusted advisor for key customer executives
• Support Heap customer community events
• Communicate technical concepts clearly to various audiences
• Support executive and quarterly business reviews with CSMs
• Support product feedback and voice of customer processes
• Coach CSMs on managing renewals and driving expansion
• Develop trust-based relationships with leaders in various departments
• Coach CSMs on success planning and measuring ROI
• Support executive interactions, including business reviews
• Partner with Sales Leaders to collaborate with Account Executives
• Identify opportunities for Heap capabilities to deliver incremental business value
• Contribute to the improvement of customer lifecycle processes
• Work cross-functionally and manage special projects
• Create new content, playbooks, and processes for team growth and success

• 10+ years of experience in a consultative customer facing role in software or consulting
• 5+ years of direct management experience
• Demonstrable results from coaching early career professionals
• Record driving increased adoption, customer satisfaction, and NDR
• Knowledge of the analytics market

• Competitive salary range of $170,000 - $215,000 for New York City-based candidates
• Opportunity to drive revenue expansion
• Close collaboration between Customer Success Managers (CSMs) and Account Executives
• Proactive identification of how Heap capabilities can deliver incremental business value
• Constant iteration on processes
• Opportunity to be part of a growing team and help inform customer lifecycle processes
• Cross-functional work and management of special projects to help Heap scale quickly
• Contribution to team growth through creation of new content, playbooks, and processes
• 10+ years of experience in a consultative customer-facing role in software or consulting
• 5+ years of direct management experience
• Demonstrable results from coaching early career professionals
• Record of driving increased adoption, customer satisfaction, and NDR
• Knowledge of the analytics market and architectural patterns
• Strong operational discipline with an analytical, process-oriented mindset
• Technical curiosity and acumen, preferably with experience in front-end analytics
• Knowledge of common go-to-market frameworks
• Up to 50% travel required
• Experience with HTML, CSS, JS, SQL (nice-to-have)
• Experience working with integrating data using front-end and server-side APIs (nice-to-have)
• Experience with BI tools and warehouses (Looker, Tableau, Snowflake, Redshift, etc.) (nice-to-have)
• Domain expertise in SaaS, Financial services, and/or Ecommerce (B2B and/or B2C) (nice-to-have)
• Team engagement measurement
• Gross retention measurement
• Expansion measurement
• Product adoption measurement
• Diverse and inclusive equal opportunity workplace
• $205M funding raised from reputable investors
• Named #17 on Glassdoor's Best Places to Work (SMB)