Customer Success Director, Heap
$170-215k
OTE
Salary applicable to candidates in NY only
Travel up to 50% of the time
The new standard in product analytics
Job no longer available
The new standard in product analytics
201-500 employees
Job no longer available
$170-215k
OTE
Salary applicable to candidates in NY only
Travel up to 50% of the time
201-500 employees
Company mission
Heap's mission is to build infrastructure to automatically capture customer interactions, make sense of them, and make them actionable for anyone. With Heap, organisations can remove technical jams and obtain a single comprehensive view of their customers.
Role
Who you are
- 10+ years of experience in a consultative customer facing role in software or consulting
- 5+ years of direct management experience
- Demonstrable results from coaching early career professionals
- Record driving increased adoption, customer satisfaction, and NDR
- Knowledge of the analytics market & architectural patterns
- Strong operational discipline with an analytical, process-oriented mindset and a data-based approach to decision making and assessment
- Technical curiosity and acumen, preferably with experience in front-end analytics
- Knowledge of Force Management’s Command of the Message Framework, MEDDIC, and other common go-to-market frameworks
Desirable
- Experience with HTML, CSS, JS, SQL
- Experience working with integrating data using front-end and server-side APIs
- Experience with BI tools & warehouses (Looker, Tableau, Snowflake, Redshift, etc.)
- Domain expertise in SaaS, Financial services and/or Ecommerce (B2B and/or B2C)
What the job involves
- As the Director of Customer Success, Commercial (SMB), you will manage a team of CSMs who manage value-driving partnerships with Heap’s customers. The Heap CSM team is responsible for alignment with executives via joint success plans, ongoing adoption of Heap, and ROI attainment & measurement
- Lead a growing team of SMB Customer Success Managers
- Directly manage a global team of 7+ CSMs in North America & India
- Own coaching team in order to enable execution of operational objectives
- Recruit, inspire, and retain top talent
- Iterate on a world class customer success toolkit to enable every CSM to perform at their best
- Own leading and lagging indicators of success
- Retain and grow revenue of Heap customers, owning the gross retention & expansion metrics for your team’s customer base
- Support CSMs who own product adoption metrics, success plans, and relationship plans
- Maintain high NPS across the customer lifecycle
- Serve as an expert on product analytics & change management
- Develop complete context on our product and become an expert in the product analytics & adjacent markets
- Become a thought leader on data-driven change management who can serve as a resource to your team
- Serve as the trusted advisor for key customer executives, including C-levels
- Support Heap customer community events
- Communicate technical concepts clearly. Convey sound data principles to a wide variety of audiences: product managers, marketers, customer success managers, data scientists, engineers, and C-level executives
- Own the entire customer journey
- Support team of CSMs to conduct executive and quarterly business reviews to document success to date, review adoption and usage metrics, align on executive priorities, provide adoption and usage recommendations & review Heap product roadmap
- Support the product feedback and voice of customer processes with your team
- Coach your team on managing renewals, and engaging with AEs to drive expansion
- Develop trust-based relationships with leaders in Sales, Product, Support, Ops, Solutions Consulting, Education, Professional Services, Marketing, and Partnerships
- Deliver business value
- Coach CSMs on success planning
- Coach CSMs on measuring & communicating ROI to customers
- Support executive interactions, including business reviews
- Drive revenue expansion
- Partner with Sales Leaders to maintain close collaboration between CSMs and Account Executives
- Proactively identify where and how Heap capabilities can deliver incremental business value
- Constantly iterate on our process
- Be part of a growing team at Heap and help inform our approach to our customer lifecycle processes
- Work cross functionally and manage special projects internally to help Heap scale as fast as possible
- Contribute to our team growth by creating new content, playbooks, and processes for peers to use as winning strategies
- How you & your team will be measured:
- Team Engagement
- Gross Retention
- Expansion
- Product Adoption
Our take
Understanding which products and features to prioritise is crucial, given the many thousands of directions product teams in businesses could pursue. The world’s fastest-growing companies are all using product analytics to understand their customers, prioritise features, and increase the value of their products.
Heap brings innovation to product analytics. While Google Analytics is fine for calculating return on ad spend, SEO, and SEM, it cannot tell businesses what users do once they’re using their product – what they click on, which behaviors drive successful outcomes, which segments of users are associated with different activities, and so on.
Heap’s product analytics enables product teams at over 8,000 companies to measure and improve conversion rates, new user activation, product engagement and retention.
Steph
Company Specialist at Welcome to the Jungle
Insights
-15% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Dec 2021
$110m
SERIES D
Jul 2019
$55m
SERIES C
Total funding: $218.2m
Company benefits
- Virtual-First Lifestyle Stipend: $2,700 annual stipend to spend however you like: childcare, food delivery, wifi, phone bill, co-working space, music subscription, wellness, or anything else that helps with virtual work.
- Home Office Stipend: Get $1,000 to set up your home office.
- Medical, Dental, and Vision Insurance: Full suite of benefits: 95% coverage for employees and 70% coverage for dependents (U.S.), 100% coverage for employees and dependents (EMEA).
- Retirement: Match 100% employee contribution up to 1% of your salary (U.S.). 9% pension scheme (EMEA).
- Unlimited Vacation: We expect everyone to take 3 weeks off per year in addition to our monthly company Mental Escape (ME) days, when we all take time off together.
- Student Loan Contribution: $100 monthly contribution towards your student loans.
- Professional Development: $1,000 annual stipend to help fund your career growth.
- Treat Yo Self Day: Get $100 to take a day off work and “treat yo self” to some self-care.
- Parental leave: 12 weeks paid parental benefit for all parents (birthing, non-birthing, adopting, fostering), with a total 16 weeks for birthing parents (including 4 weeks of pregnancy disability).
Company HQ
Financial District, San Francisco, CA
Additional info
- Heap's engineering team is currently 40% remote and has been since the company's early days
Leadership
Ravi Parikh
(Board Member)Earned both a Master's and Bachelor's Degree in Computer Science at Stanford before founding Heap. He has since moved on to co-found Airplane.
Matin Movassate
(Chairman)Studied Computer Science at Stanford. Previously worked as a Product Manager at Facebook before founding Heap.
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