Senior Director of Customer Success, Captiv8
Influencer marketing platform
Open for applications
Influencer marketing platform
101-200 employees
Open for applications
101-200 employees
Company mission
To empower brands and creators to harness the data-science behind authentic storytelling.
Role
Who you are
- 10+ years of experience in Customer Success or Account Management roles, with at least 5 years in leadership positions
- Proven track record of managing customer success organizations at a SaaS or Martech company
- Strong understanding of SaaS metrics, including NRR, churn, and LTV
- Exceptional leadership and people management skills, with experience scaling global teams
- Adept at navigating complex, enterprise-level customer relationships
- Strong analytical and problem-solving skills; ability to translate data into actionable insights
- Excellent communication and presentation skills, with a focus on executive-level engagement
What the job involves
- The Senior Director, Customer Success will lead and scale our global Customer Success organization, ensuring customers achieve maximum value from the Captiv8 platform while driving retention, expansion, and customer advocacy. This role is critical in building long-term relationships with enterprise and mid-market clients, fostering a customer-centric culture, and driving measurable outcomes
- As a key leadership team member, the Senior Director, Customer Success will report to the Head of Customer and work cross-functionally with sales and product to deliver a world-class customer experience
- Develop and execute a customer success strategy aligned with the company’s growth goals
- Establish a scalable framework for customer onboarding, adoption, renewal, and expansion
- Own net retention metrics, including customer churn and upsell targets
- Identify growth opportunities and drive account expansions
- Build, mentor, and inspire a high-performing global customer success team
- Set clear KPIs for the team, fostering accountability and performance excellence
- Serve as the voice of the customer internally, ensuring customer feedback informs product and service enhancements
- Build strong relationships with key customers, acting as a relationship sponsor
- Implemented and optimized customer success tools and processes, including CRM and analytics platforms like SalesForce
- Monitor and report on customer health scores, satisfaction (e.g., NPS/CSAT), and other success metrics
- Partner with product and engineering teams to influence the product roadmap based on customer insights
- Collaborate with marketing on case studies, testimonials, and reference programs
Our take
Social media influencer campaigns have become the new normal for modern brands, but these are only successful if the influencer is relevant to the brand's audience. It can often be difficult to find influencers that audiences truly engage with, yet this is hard to recognize without sufficient visibility into engagement data and competitor success.
Captiv8 provides an end-to-end influencer marketing platform, partnering with millions of content creators to facilitate the creation of personalized and culturally-relevant marketing campaigns. The platform also includes tools for AI-powered engagement insights, fraudulent engagement recognition, and real-time performance data dashboards.
The award-winning platform stands out with its focus on eliminating campaign blind spots and building the most unified influencer solution available. The company has seen consistent growth and has remained committed to continued technological advancement, so it is well set to deepen its suite of capabilities and further its market position.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (2 rounds)
Apr 2016
$2m
SEED
Jul 2015
$2m
SEED
Total funding: $4m
Company benefits
- Remote 1st Company!
- 401k program to plan for your future
- Robust medical, dental, vision, and disability coverage
- The coolest tech equipment and gadgets you need to be successful
- Flexible Vacation & PTO
- All-encompassing parental leave program - family first company!
- Monthly Wellness and WFH stipends
- Generous Employee Referral Program to hire more rock stars like YOU!
- Birthday and Work Anniversary Surprise Boxes
- Yearly Company off-sites - expect sun filled beaches or snow capped mountains
- Nationwide Offices - SF, LA, NY, Chicago (team meet ups are always encouraged)
Company values
- Customer First
- Relentless Drive
- Bias Towards Action
- Teamwork
- Innovation
Company HQ
Rincon Hill, San Francisco, CA
Articles
Leadership
Krishna Subramanian
(Co-Founder & CEO)Experience as SVP of Advertising and Marketing and CMO of Velti from 2010 to 2013. Co-founder of Unanimous Capital.
Sunil Verma
(Co-Founder & President)Experience as GM and SVP of Advertising and Chief Business Development Officer for Velti from 2010 to 2013. Co-founder of Unanimous Capital.
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