Director of Customer Success

We are seeking a Director of Customer Success who will be responsible for ensuring customer satisfaction and driving growth within our customer base. This role involves collaborating with various teams to define customer requirements, track business value, and enhance customer utilization of our platform. The ideal candidate should have experience in Mid-market or Enterprise software and services, as well as knowledge of application development and data integration. Strong account management, sales, and customer success skills are essential for identifying renewal and upsell opportunities. Additionally, the candidate should be comfortable working in a startup environment and possess excellent communication and time management skills.

• Develop a playbook for the Customer Success team, encompassing support, on-boarding, and possibly professional services
• Implement a Bronze (1:Many) and Silver (1:Few) CS(M) framework using OKRs, KPIs, etc. and QBRs structure
• Build and develop methodologies, strategies, execution, and reports for the Customer Success team
• Develop and execute a renewals strategy to achieve revenue goals and improve customer retention and NRR
• Develop and track KPIs to identify customers with a propensity to churn and partner with Sales to identify and close upsell opportunities
• Track upcoming renewals, review contracts and account health, and proactively reach out to customers approaching renewal to mitigate any issues
• Prepare renewal documentation including proposals and contracts
• Quantify and track value metrics that can be realized from implementations
• Scope, prioritize, and deliver compelling use cases that drive business value for Pipe17 customers
• Work cross-functionally to help maintain and expand relationships with the current client base
• Dive into technical details and lead activities to ensure successful delivery to customers (e.g., functional scoping, application and data integration, training, issue debugging and resolution)
• Track, anticipate, and address challenges before they become risks
• Develop polished deliverables and other documentation to enable customer success
• Effectively and proactively communicate with customers and build a trusted advisor relationship
• Advise executive customer stakeholders on future use case roadmap and implementation plans aligned to Pipe17 solutions
• Codify learnings and successes in key collateral (e.g., case studies, onboarding playbook) to drive future business development efforts
• BS/BA in a technical domain preferred
• 3+ years of experience leading complex enterprise SaaS deployments
• Management experience
• Experience with delivering and/or leading CSM, Professional Services, and/or tech support
• Understanding of current technology and SaaS applications
• Familiarity with integrations (using REST APIs) with cloud systems
• Experience with configuring SaaS products
• Ability to successfully communicate and work with senior executive stakeholders
• Effectively work across customer and internal teams to problem solve, define scope, create technical specifications, quantify and track success metrics, and manage

• 3+ years of experience leading complex enterprise SaaS deployments
• Experience with delivering and/or leading CSM, Professional Services and/or tech support
• Familiarity with integrations (using REST APIs) with cloud systems
• Ability to successfully communicate and work with senior executive stakeholders
• Understanding of current technology and SaaS applications
• BS/BA in a technical domain preferred
• Management experience
• Experience with configuring SaaS products
• Strong account management, sales, and customer success skills
• Proven track record of achieving or exceeding renewal revenue targets
• Empathetic and able to understand customer needs and pain points
• Creative, persistent, and willing to step outside of your role
• Comfortable with ambiguity and a growing product and customer base
• Excellent written communication skills
• Solid time management and multitasking abilities
• Experience within the ecommerce space
• Familiarity with systems like Shopify, Big Commerce, Woo Commerce, etc or B2B sales platforms, point-of-sale systems, ERPs like NetSuite, 3PLs / warehouse management systems, cart rover, order and inventory management systems such as Brightpearl, Cin7 and/or integration solutions such as Celigo, Dell Boomi, Workato, Zapier etc.

• Competitive salary
• Great healthcare + dental + vision coverage
• Retirement plan
• Pick your own equipment (Apple laptop + monitor combo)
• Unlimited vacation policy with a minimum requirement of 2 weeks off per year
• Opportunity to work with innovative technology
• Ability to work with senior executive stakeholders
• Opportunity for end-to-end ownership of customer experience
• Management experience
• Experience with delivering and/or leading CSM, Professional Services, and/or tech support
• Familiarity with integrations using REST APIs with cloud systems
• Ability to successfully communicate and work with senior executive stakeholders
• Excellent presentation, written, communication, and interpersonal skills
• Strong strategic and analytical thinking
• Creative problem-solving abilities
• High attention to detail
• Extremely organized and self-motivated
• Passionate about e-commerce and solving customer pains with integrated solutions
• Strong proficiency and understanding of common OMS and e-commerce platforms