Senior Director of Customer Success, Smartcar
$229-270k
OTE
$160-190k
BASE
70/30 split. Plus equity
More information about location
API infrastructure for cars
Be an early applicant
API infrastructure for cars
101-200 employees
Be an early applicant
$229-270k
OTE
$160-190k
BASE
70/30 split. Plus equity
More information about location
101-200 employees
Company mission
To empower developers to build the future of mobility.
Role
Who you are
- This position requires a dynamic leader who can balance strategic vision with operational execution, while fostering a culture of customer-centric excellence
- Proven track record (10+ years) in Customer Success, Account Management, or related roles within a SaaS environment; experience in leadership roles is essential
- Demonstrated success in managing cross-functional teams, including quota-carrying Account Managers, and Solutions Architects
- Strong analytical and problem-solving skills, with experience using customer success metrics to inform decision-making
- Exceptional communication and interpersonal skills, with a talent for building trust and credibility with customers and internal stakeholders
- Strategic thinker with the ability to execute operational plans in a fast-paced startup environment
- Familiarity with customer success tools and methodologies
What the job involves
- As the Senior Director of Customer Success, you will report to Laura Huddle (CRO), and play a critical role in driving customer retention, satisfaction, and growth
- You will oversee and lead two key teams—Account Management, and Solutions Architecture—ensuring they are aligned to achieve company growth objectives and exceed customer expectations
- Manage and mentor the Account Management (quota-carrying) and Solutions Architecture teams, ensuring they deliver exceptional customer experiences
- Establish clear KPIs and goals for each department to ensure accountability and high performance
- Build and nurture a high-performing, customer-first culture across all teams
- Develop and execute strategies to drive customer retention, minimize churn, and achieve company revenue targets
- Collaborate with cross-functional teams (e.g., Product, Sales, and Marketing) to identify and address customer needs, ensuring ongoing alignment with business goals
- Join forces with Sales to create a strong GTM plan for customers, enabling them to hit the ground running through the onboarding and implementation process
- Partner with the Account Management team to create expansion opportunities and grow key accounts
- Craft playbooks and process based on customer segment (enterprise, mid-market) and category (energy, insurance, road usage charge, ride sharing, etc)
- Guide executive level negotiations to achieve key outcomes with top customers
- Champion the voice of the customer within the organization to influence product development and operational improvements
- Set and maintain a high bar for customer satisfaction metrics (e.g., CSAT, NPS)
- Drive initiatives to proactively identify and resolve customer challenges
- Define and refine rigorous processes, tools, and systems to optimize team efficiency and scalability
- Develop playbooks and frameworks to ensure consistent and impactful customer interactions
- Monitor and analyze performance metrics, providing regular reporting to executive leadership
- Contribute to overall company strategy as a key member of the leadership team
- Anticipate customer needs, market trends, and competitive dynamics to drive long-term customer success strategies
- Manage departmental budgets, ensuring resource allocation aligns with strategic goals
- This role offers flexibility to work standard hours for your time zone, though aligning with leadership on the West Coast between 9 AM and 4 PM PT is ideal. For those based on the East Coast, there may also be opportunities to overlap with European working hours as needed. We aim to schedule meetings respectfully, but occasional late evening or early morning meetings may be necessary to accommodate global collaboration
- Your Team: Ben Shepherd, D'Angelo Sanders, Emily Babus, Andy Simon, Helen Wann
Application process
- Recruiter For This Role: Jackie Leary
Our take
Vehicle technology has grown exponentially over the years, with more cars being made with features like built-in WiFi and the rising popularity of EVs. Yet, vehicles were limited by the software built specifically for each brand. Smartcar’s universal API is compatible across all brands – think Android or Windows, but for cars – powering much-needed innovation within the mobility space.
Its API enables businesses and software developers to integrate their apps and services to over 153 million compatible vehicles across 31 countries. From auto insurance to EV charging and fleet management, the company has secured partnerships with major enterprises such as Turo, Recurrent, and Amp X.
Backed by Andreessen Horowitz (a16z), New Enterprise Associates, and Energize Ventures, the company has remained focused on further innovation of its product, while strengthening and expanding its partnerships. Smartcar is well set to see further adoption of its platform and remain the leading developer platform for mobility businesses.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 3 rounds)
Jan 2022
$24m
SERIES B
Mar 2018
$10m
SERIES A
Total funding: $36m
Company benefits
- Employer-matched 401(k) at 4%
- Flexible vacation
- Medical, dental, and vision plans
- 8 weeks of 100% paid parental leave with a 1-week half day ramp back time
- $300 yearly learning and development stipend
- $350 work-from-home stipend
- Internet and cell reimbursement of $50 a month
- Equity
- Quarterly team offsites
- Quarterly company offsites
- Remote work within CA and NY
Company values
- Purpose - Our curiosity drives us to focus on building useful things that move the world forward
- Empowerment - We’re motivated to come up with new ideas, implement them, and make an impact
- Balance - We make sure that your family, your health, and your happiness come first
- Respect - We create a kind, inclusive, and collaborative environment that values everyone’s perspectives
Company HQ
Old Mountain View, Mountain View, CA
Articles
Leadership
Sahas Katta
(CEO)Former Journalist at Skatter Tech.
Sanketh Katta
(CTO & COO)Former Linkedin Data Scientist and Undergraduate Student Instructor at UC Berkeley.
Share this job
View 1 more job at Smartcar