Director of Customer Success, Zapier
$184.1-276k
Canada: 184,100 - 276,200 CAD
Workflow automation service
Job no longer available
Workflow automation service
501-1000 employees
Job no longer available
$184.1-276k
Canada: 184,100 - 276,200 CAD
501-1000 employees
Company mission
Zapier's mission is to Make Automation Work for Everyone!
Role
Who you are
- Demonstrated track record leading teams to exceed revenue quotas
- 4+ years experience in building and scaling high-performing CSM teams in B2B enterprise SaaS
- 1+ years of 2nd line experience managing managers and developing a team
- Built scaled CS engagement methods, but have seen a variety of strategic CS motions
- You have a strong understanding of data and are able to understand metrics and how to influence them deeply
- You have a leadership style that emphasizes coaching and enablement, and have specific examples of how you’ve leveled up skills of CS teams
- You’re a product-market fit finder. You’re customer-obsessed and enjoy spending your days meeting customers and deeply understand their needs
- You take new problems they haven't seen before and thoughtfully find ways to solve them
- You’re experimental and have experience launching new initiatives
- You’ve managed in a PLG environment before (preferred)
What the job involves
- Zapier is looking for a Director of Customer Success to build our post-sales motions and help Zapier better enable upmarket customers
- We’re looking for a leader who knows how to move upmarket in lockstep with our product and sales teams and scale a world-class Customer Success team
- Customer Success is new for Zapier, so you’ll shape the strategy, and experiment with a variety of motions to effectively drive incremental growth
- We have an exciting roadmap for upmarket to execute in the coming years. Our upmarket segment is where Customer Success will impact the business the most and the Director of Customer Success will focus on this part of the business
- Create and execute scalable strategies to drive CSQLs, utilization, and champion development
- Inspire, motivate, and uplevel a high-performing team and bring innovation to the Customer Success process to build a uniquely Zapier approach to hybrid GTM
- Own the CS strategy and define an approach to moving upmarket (objectives, segmentation, programs)
- Drive tight feedback loops across product, marketing, sales, data science, legal, and billing to better support our customers
- Consistently deliver against expansion and headcount targets
- Consistently monitor the activity of the team and track results
Our take
Even before remote working became the "in thing", freelancers, small business owners, and large organisations have found themselves needing more and more software platforms to serve their operational needs. As people used more software services, Zapier founders saw the need to connect the actions between these software and save everyone some time.
Zapier is the largest integration and automation tool for businesses. Since its founding, Zapier has grown its suite of automation offerings across almost every mainstream software service. The company is one of the most successful to come out of Y Combinator and has also been a pioneer of remote working.
Zapier has so far been able to capitalise heavily on its advantage as one of the first entrants and has had very little actual competition. Software services aren't going anywhere anytime soon, and organisations are only going to need more of them. This puts Zapier in a strong position for growth, but also opens up room for bolder companies to get in on the action. Companies like Airtable and Integromat are already preying on more niche segments of Zapier's market share.
Freddie
Company Specialist at Welcome to the Jungle
Insights
38% employee growth in 12 months
Company
Funding (2 rounds)
Oct 2012
$1.3m
SEED
Sep 2012
$0.2m
SEED
Total funding: $1.5m
Company benefits
- Work from anywhere
- Bonus program
- Unlimited vacation policy
- Great healthcare + dental + vision coverage*
- Retirement plan with company match*
- Stock options for every Zapien**
- 2 annual company retreats to awesome places
- 14 weeks paid leave for new parents
- Home office setup stipend
- Professional development allowance
Additional info
- As a fully remote company with 800+ team members across 40+ states, 38 countries, and 18+ timezones, we’ve adopted a culture of asynchronous work. This work style allows teams to collaborate effectively across locations, time zones, skills, and each individual’s energy levels, and empowers employees to work in a setting that fits their needs. In practice, we live on Slack, with most conversations in public channels. It mimics the open-office feel and allows everyone to search the chat logs if they need to find something that happened when they weren’t around
Leadership
Wade Foster
(Co-Founder & CEO)Prior to co-founding Zapier, wasEmail Marketing Manager with Veterans United Home Loans, and Customer Development Lead at The Idea Works.
Bryan Helmig
(Co-Founder & CTO)Was previously Product Dev/Manager at Veterans United Home Loans.
Mike Knoop
(Co-Founder)Was CPO and Head of Labs at Zapier before becoming President. Previously was a Graduate Research at the University of Missouri.
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