Director of Customer Success: Overview

zingfit is in search of a Director of Customer Success to be part of our team in Louisville, CO. Our company builds and markets the leading scheduling and management platform for boutique fitness studios. We’re a fast-­growing, dynamic organization looking for savvy talent. If you like to work hard, and play harder, are intelligent and curious, and emphasize kindness and humor, you may be the ONE.

Our clients’ experience and making them successful is one of our most important tasks. Client satisfaction and retention is vital to our long-term profitability. We will not be successful unless our clients are continuously receiving value from zingfit. In this role you will provide critical business leadership as well as act as a key contributor in ensuring our clients find value in our platform from the beginning.

We’re looking for an ambitious, customer-focused leader with a proven track record to lead our implementation, support, success and services teams. Our ideal Director of Customer Success candidate will be compassionate, data-driven, organized, strategic-minded and possess a good sense of humor.  This person will be empathetic and passionate about working with customers and develop successful processes to deliver meaningful business value.

Equally, this person will shape this growing team while developing and executing strategic decisions and be held accountable to company-aligned goals based on measurable customer success metrics. This person will work with the Executive Team to meet and exceed customer expectations and retention goals across all active markets.

What You’ll Do

  • Architect, build and lead a world class Customer Success organization

  • Hire, train and motivate our implementation, support, and customer success teams

  • Act as a liaison cross-functionally among several teams to ensure customer’s needs are being met; coordinating amongst sales, marketing and product

  • Develop and report on customer KPI’s to the Executive Team weekly and provide insights to that data

  • Develop and execute a system for measuring customer success and manage to those metrics

  • Establish and execute a customer engagement and/or satisfaction strategy

  • Push the boundaries by using customer savvy, segmentation understanding, and industry background to develop novel and better ways to identify, connect, and support customers who need our help to grow and thrive. Understanding how to message customers in a way they respond to is key, as is developing ways to serve many customers simultaneously

  • Oversee management of the complete customer lifecycle process, including identifying renewal and upsell opportunities as well as being the escalated point of contact

  • Analyze our current approach to implementation and create successful onboarding and implementation processes that exceed industry expectations

  • Analyze and determine areas for growth in our churn reduction strategy

  • Maintain world-class levels of customer retention, customer satisfaction, and ongoing customer engagement during the implementation and activation of a new customer

  • Develop success plans and business reviews for customers that outline critical success factors during the implementation period including metrics for success, potential issues, and provide recommendations

  • Obtain an expert understanding of our products and services

  • Work with Sales, Customer Success Managers and Operations to ensure smooth handoffs from Sales to Customer Success

  • Develop strong relationships with Sales, Engineering, Product and Operations to ensure cohesion and shared understanding of goals and initiatives

  • Work with customers on escalated issues to ensure the best possible experience during the implementation period

About You

The ideal candidate is at ease sitting down with studio owners, developers, product managers, and C-level executives and advising them on the best ways to utilize cloud communications technology.  You should love engaging with clients, building relationships, and driving the implementation cycle and ongoing client experience.

  • 10+ years experience in a customer facing role with the majority of that as a leader in a Customer Success  B2B SaaS product company

  • Strong leadership track record with a collaborative and strengths-oriented managerial style

  • Confident, direct and open communicator

  • Technically competent and enjoy solving problems. You understand modern technology, are able to troubleshoot issues, and are resourceful.

  • Ability to stand in the client’s shoes and demonstrated dedication to the client experience.

  • You take charge in stressful situations and help guide others

  • Excellence in project and task prioritization and evaluation of situational urgency

 

To apply for this position please email your cover letter and resume to careers@zingfit.com