Director, Customer Success (Individual Contributor)

The Director of Customer Success is a critical individual contributor role on our growing Customer Success team to ensure OfferFit customers are highly successful with the product. In this capacity, you will collaborate closely with different teams, internally and externally, to drive renewals, upsells, and expansions. You’ll oversee design and execution of OfferFit use cases, working closely with customers to identify future use cases, and own executive-level relationships. You will also contribute significantly to the OfferFit product development process, and act as the voice of our customers.

• Quarterback OfferFit teams to ensure customers’ continued success with deployments and implementations
• Become a trusted advisor to customer executives, serving as a strategic partner who guides them to getting maximum possible business value from their use of OfferFit
• Conduct analysis (including using Excel, SQL) and provide data-driven presentations on OfferFit’s business impact, use case insights, and guide customers through troubleshooting
• Synthesize and communicate stories based on customer insights
• Develop deep understanding of customer business context and pain points to facilitate the strategic mapping of OfferFit value proposition
• Work closely with the OfferFit sales team to drive renewals & upsell opportunities
• Communicate customer needs to OfferFit’s product & marketing teams to ensure a customer-centric product roadmap

• Experience in customer success or account management roles
• Ability to collaborate with different teams, internally and externally
• Strong analytical skills, including proficiency in Excel and SQL
• Excellent communication and presentation skills
• Ability to build and maintain executive level relationships
• Understanding of customer business context and pain points
• Experience in driving renewals and upsell opportunities
• Ability to synthesize and communicate customer insights
• Strong problem-solving and troubleshooting skills
• Entrepreneurial mindset and ability to work around obstacles
• Strong interpersonal skills and ability to build trust-based relationships
• Empathy and willingness to have direct, challenging conversations

• Generous PTO (starting at 25 days PTO per year) and Parental Leave policy (12 weeks paid)
• 100% remote work environment with flexible hours
• Quarterly gatherings where we meet in person in a different city to work together, bond as a team and celebrate our progress
• Weekly team events (lunch and learns, trivia, virtual escape rooms, town hall and team health "barometer" meetings)
• Ability to learn and develop from an experienced leadership team (ex-Amazon, McKinsey, BCG, and IBM, among others) who are focused on building a talented, diverse, and inclusive team
• Dedication to building a strong culture (e.g., team resource groups, weekly recognitions, major life event celebrations, mental health/sustainability days off, etc.)
• OfferFit is committed to a diverse and inclusive workplace. OfferFit is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.