Director of Customer Success, Transfr
West
$120-130k
+ Commission & Stock options
More information about location
VR workplace training
Be an early applicant
VR workplace training
201-500 employees
Be an early applicant
$120-130k
+ Commission & Stock options
More information about location
201-500 employees
Company mission
To train the future of every industry and open up new opportunities for people across the globe.
Role
Who you are
- Minimum of 8 years of experience in customer success or account management
- Minimum of 4 years of people management experience (is preferred)
- Exceptional prioritization and organizational capabilities to manage all aspects of a $10M+/- book of business
- Ability to work independently and manage multiple customer relationships simultaneously
- Technically adaptive with capability to learn new solutions, features/functionality, and communicate those in a value-added way to customers
- Adept in identifying customer risks and proactively engaging customers to equip them with solutions
- Strong presentation, negotiation, problem-solving and analytical skills
- Proven track record of consistently exceeding objectives - self-motivated, and driven by results
- Willingness to travel up to 50% of the time
What the job involves
- The Director of Customer Success is responsible for guiding and overseeing designated Team Leads who manage Customer Success Managers (CSMs) and/or Associate CSMs
- This person will lead a growing team responsible for onboarding, supporting, and growing relationships with Transfr’s customers
- You will play a critical role in shaping our customer journey, driving outcomes that support both client impact and company growth
- This is a strategic, high-visibility position with responsibility for customer retention, satisfaction, and expansion
- The role focuses on effective people leadership, driving a collective renewal target and delivering exceptional customer outcomes
- The Director reports into the Regional VP (RVP) of Customer Success, West
- Collaborate with the RVP to tailor and implement the customer success strategy to meet regional objectives on product adoption, churn reduction and expansion opportunities
- Recruit, onboard, coach, and lead Team Leads, and teams of CSMs, and/or Associate CSMs to ensure they meet customer success targets related to retention, satisfaction, and business growth
- Manage on-time renewals, and identify opportunities for upselling within the defined Team
- Establish clear performance metrics (e.g., NPS, CSAT, retention rates) and ensure regular reporting to executive leadership with actionable insights
- Segment customer base and tailor engagement strategies to meet diverse needs and maximize value with particular attention to high-profile and strategic accounts
- Work with cross-functional teams to advocate for customer needs, including recommending product improvements or new features based on feedback
- Performance Metrics:
- Success of CSMs and/or Associate CSMs under their management
- Customer health and retention within the BoB of team members
- Revenue growth (through upsells and renewals) within the BoB of team members
- Team customer satisfaction, measured through PL Surveys, CSAT and NPS scores
Our take
In today's labor market, around 6 million Americans are out of work. Working populations suffer from wage and qualification inequalities, particularly among women, low-income families, and people of colour. Transfr was created to bridge the gap between work-based learning and classroom instruction so students can better develop their careers.
It is an immersive learning startup using virtual reality to simulate on-the-job training. Transfr leverages virtual reality to create simulations of manufacturing-plant shop floors or warehouses for training purposes. Transfr's solution has become even more relevant in recent years as an ongoing labour shortage has meant that employees in high-growth industries have to find new ways of reaching and rapidly upskilling promising new talent.
Because of this, virtual reality technologies are growing in popularity among employers and training providers. One of the biggest challenges for Transfr’s technology is the production costs of the VR simulations. However, Transfr is using the significant funding it has raised to reduce its production costs while simultaneously fine-tuning the quality and expanding the range of its simulations.
Freddie
Company Specialist at Welcome to the Jungle
Insights
16% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Sep 2023
$40m
SERIES C
Jun 2022
$35m
SERIES B
Total funding: $88.1m
Company benefits
- Flexible Schedule
- Generous parental leave
- 401(K)
- Health, Dental & Vision
- Promote From Within
- Company Outings
- Company Equity
- Paid Sick Days
Company HQ
Yorkville, New York, NY
Leadership
Founding Board Member of nycTIES. Previously a Senior Operations Analyst at Neuberger Berman. Achieved an MBA from Carnegie Mellon Tepper School of Business. Founded LearnBop.
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