As our Director of Customer Success, you will be responsible for leading the team that focuses on helping customers realize value with Leapfin. You will lead customer onboarding, drive product adoption, build long-lasting relationships, and help uncover new opportunities for customers to gain more value from Leapfin’s offerings.
As the leader in the role, you will be the biggest advocate for customer needs. You will proactively collaborate with other teams within Leapfin to ensure those needs are heard and addressed, as well as help deliver solutions that are mutually beneficial to Leapfin and customer organizations.
Responsibilities
- Build a system to effectively measure customer health that will act as a guide for managing customer experience and sharing customer needs/concerns with internal teams.
- Establish and manage processes that will ensure customer needs are heard and addressed appropriately.
- Collaborate cross-functionally to ensure a cohesive customer experience including communicating customer feedback to the product/engineering team, and ensuring a smooth handoff from sales to deliver the first moment of wow (value) as quickly as possible.
- Balance customer needs and Leapfin business needs to set appropriate expectations both with customers and internal teams.
- Identify and document customer issues; escalate appropriately with internal teams.
What makes you a good fit?
- Customer-Centric Mindset: You are passionate about helping customers succeed and are proactive in identifying ways to enhance their experience. You have the pulse of our customers and are able to communicate health, champions, and business goals for each.
- Cross-Functional Collaboration: You thrive in a collaborative environment, working seamlessly with engineering, product, and other teams to solve problems and deliver value to customers.
- Technical Acumen: You have an affinity for technology and are excited to learn the complexities of a new product.
- Business Acumen: You are able to recognize and identify emerging business opportunities for customers.
Why Leapfin?
- Competitive salary and equity compensation commensurate with experience
- Sponsored medical, vision, and dental insurance
- Unlimited paid time off and sick days
- Remote-friendly work environment
- Rapidly scaling startup with many opportunities for promotion
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