Director of Customer Success, Near
Data intelligence platform
Job no longer available
Data intelligence platform
201-500 employees
Job no longer available
201-500 employees
Company mission
Near's mission is to merge two diverse worlds, the online world and the offline world.
Role
Who you are
- 10+ years of experience in Customer Success or similar field
- Bachelor's degree required
- Comfortability in a fast-paced environment
- Excellent knowledge of management methods and techniques
- Working knowledge of customer service software, databases and tools
- Awareness of industry’s latest technology trends and applications
- Ability to think strategically and to lead
- Strong client-facing and communication skills
- Curiosity, patience, optimism, and friendliness
- People-person and solutions-oriented problem solver
- Empathy; great listening skills
What the job involves
- The VP/Director, Customer Success Manager will oversee the operations and strategy of our Customer Success Team, which includes both CSMs and Implementation Specialists globally
- This role will report to the Vice President of North America
- You will be accountable for driving customer adoption and success by providing oversight, adoption recommendations, opportunities for greater service and risk management
- You’ll serve as a leader and manager, helping CS team members navigate client escalations, while also providing recommendations for strategy and operational efficiency across our organization
- The success of this role means measurable customer satisfaction, retention, and expansion of Near business
- Leadership:
- Manage a team of CSMs and Implementation Specialists
- Act as a point of contact for escalation
- Serve as voice of department and customer to C-Suite, VPs and leaders in the organization
- Management:
- Oversee management of the overall team book of business, including renewals and expansions
- Report on retention/expansion metrics such as churn, NRR, CRR, GRR and satisfaction metrics like CSAT and NPS
- Hire, train, and develop the Customer Success team of CSMs and Implementation Specialists
- Strategy:
- Create and optimize the post-sale customer journey toward strategic initiatives
- Develop best practices and automations that drive customer outcomes and product adoption (i.e., Digital Customer Success program)
- Drive value for our customers and ensure full utilization of the purchased product through the use of monthly meetings, QBRs, lunch & learn programs
- Operational Efficiency:
- Establish a standardized engagement model and relationship of trust with customers
- Ensure efficient and successful delivery of Near solutions that align with the customer’s priorities and expectations
- Effectively communicate, implement and enforce processes and procedures
- Cross-Functional Collaboration:
- Work closely with Sales, Marketing and Product teams to ensure a regular cadence of knowledge sharing with the CS team
- Work with Product team to support the cross functional design and build of our products
- Systematically leverage customer relationships to bring fresh insights to the Product team and testimonials and case studies to the Marketing team
Our take
Data is being collected at a dizzying rate these days, and thanks to developments in analytics, it’s yielding actionable insights that are operationally crucial to all industries. So it’s no surprise that it’s become one of the most valuable resources on the market. Near deals in data, collecting it from over 1.6 billion consumers every month to furnish major brands with business critical insights across the globe.
The data insights market is a sprawling one, but it needs to be - all data is connected, and the more regions, industries, and spaces (both digital and physical) it covers, the more holistic and accurate the insights will be. So Near’s slow expansion into the European and US regions, following acquisition of Teemo and UberMedia, indicates a steady but ambitious strategy to become a world leading data provider.
The market for this kind of data insight is ballooning, with companies obliged to leverage big data to stay competitive - and the pool of data available only getting bigger. If Near can continue building out its Western reach, and journey further into Web3, it should have a comfortable few years ahead.
Steph
Company Specialist at Welcome to the Jungle
Insights
17% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Sep 2023
$25m
LATE VC
Jun 2021
$30m
SERIES B
Total funding: $66.8m
Company benefits
- GOURMET BREAKFAST, LUNCHES & SNACKS: Enjoy a fully stocked kitchen and live counters at Nearvana
- GOOD WORK EQUALS WORK VACATION: Win the "Employee of the Quarter" & choose to work from any of our office locations for a week!
- FLEXI TIMINGS: As long as you meet your goals and timelines
- THE OUT OF WORK PARTY: Take your team out, anytime. Team outings, fun activities and much more
- AMAZING LEADERSHIP!: A leadership that has successfully pivoted the company to become the most valuable startup in its category, globally
- EMPLOYEE STOCKS, BONUS & REFERRALS: Make more for doing well every quarter. Also enjoy financial rewards for referring superstars who would help us build
Company HQ
Downtown Core, Singapore
Leadership
Anil Matthews
(CEO)Previously served as CEO at enterprise software solutions firm Netkode, before moving on to hold the same position at geolocation awareness company Imere Tech.
Salary benchmarks
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