Director of Customer Success, RouteThis
WiFi CX platform for service providers and smart home brands
Job no longer available
WiFi CX platform for service providers and smart home brands
21-100 employees
Job no longer available
21-100 employees
Company mission
To help ISPs and smart home brands deliver flawless WiFi connectivity to their customers.
Role
Who you are
- 15+ years of experience in b2b customer facing roles, including 10+ in a management capacity
- Proven experience in developing and implementing successful programs which continuously improve customer health in mid-size and enterprise organizations
- Experience managing a B2B customer success teams to achieve and exceed retention goals
- Extreme attention to detail, you sweat the execution of your team
- Deep expertise developing the plans and tactics needed to influence change at large organizations
- Capable of forging new client relationships both directly and through team coaching, including outbound programs when necessary
- Possess the ability to adapt your management style according to team members' experience. This can range from assisting junior team members in writing critical emails or preparing for important calls, to managing more experienced members through Key Performance Indicators (KPIs).A proven track record of establishing and maintaining relationships with executives at customer companies
- Capable of quickly understanding a customer's business drivers and priorities, and effectively articulating how your product or solution fits into their needs
- Experience in scaling a Customer Success organization, which includes hiring for new positions and managing large-scale systems
- Proven track record of meeting or exceeding KPIs
- Demonstrated experience leading strategic, cross-functional initiatives
- Proficient in managing multiple competing priorities simultaneously
- Passion and aptitude for learning WiFi related technologies and industries
What the job involves
- Reporting to the CEO, we are hiring a Director of Customer Success to lead our customer success division, including managing a team of professionals focused on providing best in class, post-sales customer experience
- We care deeply about our technology, resolving customer pain points, and getting stuff done fast and are looking for people who share these values and are ready to execute against them every day
- Directly manage Customer Success team members responsible for all our customers - from small and medium business through to enterprise (with a particular focus on upper-mid-market and enterprise accounts)
- Ownership over organizational KPIs such as customer health and gross/net dollar retention
- Work closely with Customer Success Managers to understand the unique challenges of each of our customers, and develop the tactics and strategies which improve overall customer value
- Bring improved structure to our health scoring process, and drive rigorous monthly reviews with a cross functional CSTs/Pods composed of Customer Success Managers, Account Executives, and Solutions Engineers
- Work with and influence cross functional leadership, escalating customer situations as needed
- Coach and develop a team of CSMs across a variety of skill sets including value articulation, executive interaction, risk identification and account strategy
- Own executive relationships across upper mid-market and enterprise accounts
- Spec, interview, and hire team members
- Accurately forecast customer retention multiple quarters out
- Manage an experienced team towards specific KPI targets
Our take
Good connectivity is the backbone of successful ISPs, Smart Home and IoT companies. Yet, with so many devices and customers, this can be hard to maintain. Traditional diagnostic methods may require trial and error, as well as repetitive questioning, leading to long queues and lower customer satisfaction.
To combat this, RouteThis provides a WiFi connection management and analytics platform. This allows companies to visualize the status of their users' connections, diagnose issues remotely, and facilitate rapid customer service and reconnection. These solutions support customer attraction and retention, enabling these companies to grow.
Whilst remote customer service for WiFi services already exists, RouteThis stands out with its data-driven approach. It continues to develop its offerings, for example with an industry-first platform for intelligent WiFi self-installs - enabling people to set up their own WiFi without a technician visit or support call.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-23% employee growth in 12 months
Company
Funding (2 rounds)
Feb 2022
$18m
SERIES A
Apr 2018
$3.6m
SEED
Total funding: $21.6m
Company benefits
- Health & Wellness - From dental to acupuncture, and everything in between, our benefit program covers it all—so you can build the future you want and achieve all your health and wellness goals
- Everyone is Welcome - We believe diversity, inclusion, and belonging are core tenets of any society. That’s why we’ve built a workplace where everyone is welcome, and everyone has equal access to opportunity
- We're Flexible - You know how you work. We’ll help you do that. Our flexible work environment means you have the freedom to work when and how you’re at your best
- Work and Play - Work can be fun, and we’ll make sure it is! From monthly social events to team lunches, a fully stocked office kitchen, and more, there’s never a dull moment at RouteThis
Company HQ
City Commercial Core, Kitchener, ON
Leadership
Jason Moore
(Co-Founder & CEO)Researcher and Developer for Semtech from 2011 to 2012.
Salary benchmarks
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