Customer Success Director, Onna
Workplace software integration platform
Job no longer available
Workplace software integration platform
101-200 employees
Job no longer available
101-200 employees
Company mission
To solve one of the monumental data challenges of our time: how to make everybody's proprietary information accessible, useful, and private.
Role
Who you are
- 6+ years of relevant work experience in customer success, strategic consulting or account management roles at an enterprise level. SaaS experience preferred
- Experience implementing and supporting large scale technology solutions at Fortune 500 companies
- Proven success in building trust and driving results for a broad range of stakeholders: C-Suite, senior executives, developers, and day-to-day users of the software
- Proven record of unblocking relationships, turning detractors into advocates, and driving issues to resolution with great customer satisfaction
- An aptitude for digesting and effectively communicating (both written and verbal) technical concepts across audiences of varying technical ability
- Strong interpersonal skills and experience building strong internal and external relationships. You strive to understand customers’ business goals, anticipate future needs, and identify solutions
- You are diplomatic, tactful, and poised under pressure in the face of technical and/or customer challenges. You engage the right people to resolve and see the issue through to resolution
- Technologically curious and interested in learning more about how great software is built. You love to learn about complex technical products and to understand the intricacies of how systems work
- Ability to navigate complex organizations to accelerate product adoption, influence collaboration and evangelize opportunities for growth
- You focus on customer satisfaction and retention metrics while staying empathetic to customer needs and inspiring loyalty and adoption
- Highly motivated self-starter who works well with a lot of autonomy and little direction, and you understand when and how to appropriately involve others and ask for help
- You are a quick learner with an intuitive mindset, excellent problem-solving skills and are able to stay a step ahead at all times
- You value quality and pay close attention to detail, taking full ownership and pride in your work with a high level of service, responsiveness, and follow-through for both internal and external stakeholders
What the job involves
- We are looking for a highly driven and empathetic Customer Success Director to join our team as an individual contributor. You will serve as a trusted advisor to enterprise companies and help solve their toughest problems. In this role, you’ll be a key part of the team ensuring customers succeed and realize the full value of their investment in Onna
- Become an expert on the Onna platform and integrations, while keeping up with industry trends and competitors
- Serve as the trusted point of contact for Onna’s strategic key customers across the customer lifecycle; on-boarding, adoption, advocacy and renewal
- Monitor Health Metrics, conduct regular business reviews to celebrate positive outcomes and identify opportunities for growth and help drive customer references and case studies
- Drive organic growth and expansion within assigned customer accounts; proactively identify and facilitate additional revenue opportunities to enable customers to maximize their value
- Proactively identify account risks and develop mitigation plans (coordinating activities internally within Onna and externally with customers) to resolve
- Partner internally with our tech team to optimize customer implementations and resolve technical challenges, with the Sales team to advance account renewals and expansion, with the Marketing Team to create collateral and training materials, and with the product team to design ideal offering/features
- Coach customers to be product experts and train their teams on the Onna platform so they become increasingly self-sufficient
Our take
Onna promises to make it possible for enterprises to unite knowledge platforms in a centralised solution, in order to accelerate productivity. Onna integrates with a plethora of workplace apps, including Slack, Dropbox, G Suite, Microsoft 365 and Salesforce. This reduces siloing, making information easier to access and organize.
In a data-driven society, the solution offered by Onna is widely sought-after, meaning that there is fierce competition in this niche. Companies such as Logikcull, CloudNine, NextPoint, LexInnova, Lexbe, Consilio and Everlaw all rival Onna in offering similar products. However, the company's comprehensive solution places it well to surpass client expectations.
The value of Onna to the enterprise community is also reflected in the significant funding that it has raised from backers such as Atomico, Dropbox and Slack. As the firm establishes its place in the market, Onna continues to expand its operations. In 2022, the business announced a partnership with Infinia ML and expanded its existing relationship with Google Cloud in 2023. Over that period, Onna launched a new compliance tool that is aimed at the regulatory market.
Steph
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 4 rounds)
Sep 2021
$10.9m
LATE VC
May 2020
$28.9m
SERIES B
Total funding: $56m
Company benefits
- Flexible paid time off
- Medical, vision & dental coverage
- Work from home stipend
- Professional development stipend
- Monthly gym stipend
- Monthly group activities
- Work from home opportunities
- 401(k) with matching contribution
Company HQ
Little Italy, New York, NY
Leadership
Salim Elkhou
(CEO)Salim started his career by founding eStet, where he worked for 10 years before its acquisition by EY. In September 2015 then co-founded Onna, working as CEO.
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