Director of Enterprise Customer Success, SevenRooms
$165-175k
+ Bonus
Hospitality guest experience platform
Job no longer available
Hospitality guest experience platform
201-500 employees
Job no longer available
$165-175k
+ Bonus
201-500 employees
Company mission
To help empower hospitality operators everywhere.
Role
Who you are
- A strategic leader with experience overseeing Global Enterprise and Key Account teams
- Experience in navigating change management
- Organized, thoughtful leader with experience creating SOPs and deliverables
- Executive presence, with the ability to support individual contributors
What the job involves
- As Director, Enterprise Customer Success, you will be responsible for ensuring the success, satisfaction and retention of SevenRooms’ enterprise customers around the globe
- You will lead a team of Enterprise and Key Accounts Customer Success Managers in North America, EMEA and APAC who are committed to building strong relationships with customers - your team will understand their needs and help them realize the full potential and capabilities of the SevenRooms platform
- You will set the overall vision, direction and strategy of how our CSMs operate and how success is measured, using this data and insights to drive operational and process improvements for our global team
- This role will report directly to our VP, Customer Success
- Set the overall vision and strategic plan for the Enterprise & Key Accounts CSM organization, focusing on driving customer health, product adoption, leading a positive customer experience, and driving growth through renewals and net retention improvements
- In partnership with our VP, Customer Success and VP, Revenue Operations, define customer success metrics and KPIs and take an active role in monitoring customer health and overall team progress, proactively addressing issues or challenges
- Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement
- Help define and improve Enterprise & Key Accounts CSM onboarding and training to ensure every CSM has the knowledge, tools and resources to be successful
- Collaborate with Customer Onboarding and Customer Support team to ensure smooth onboarding, implementation, handoff and long-term adoption and success
- Work closely with regional Enterprise & Key Accounts teams to understand nuance of client use-cases in NAM, EMEA and APAC and create programs that facilitate adoption and customer growth
- Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
- Implement strategies to improve customer retention and reduce churn
- In partnership with Sales, create mechanisms & processes to identify & execute expansion opportunities within global enterprise customer base
- Work closely with sales to drive revenue growth
- Work closely with the sales management and Regional leaders to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., opportunities and risks)
- Create system and mechanism for collecting and analyzing customer feedback in order to identify areas for improvement
- Advocate for customer needs/wants and provide input to product management and engineering teams through customer feedback loops
- Partner with Product for Enterprise and Key Account feature requestLeverage data and insights to make informed decisions and drive overall customer success initiatives
- Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate
- Manage and coach/develop a team of high performing Managers, Client Success throughout the globe, establishing goals and driving results
- Build and lead world-class global CSM team:
- Recruit and develop a high performing team
- Develop company-wide customer success motion integrating processes, content and data to/from stakeholder organizations (e,g., Marketing, Sales, Product/Engineering, etc)
- Drive operational practices to track performance of teams and individuals
- Deliver transformational leadership so that our global Enterprise & Key Accounts CSM team is highly motivated and engaged. Be an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of the organization
Our take
SevenRooms is a guest experience and retention platform that helps restaurants and hospitality operators manage reservations, guest data, and operations. Founded in 2011, the platform allows businesses to take better control of customer information, thereby improving relationships and streamlining operations.
The company serves over 11,000 operators, including major clients like MGM, Wynn, and Marriott, and powers 80% of Las Vegas's major hotels and restaurants/. The platform helps restaurants increase repeat booking and collect guest feedback, offering personalized marketing and improving customer experience.
As more businesses embrace technology, SevenRooms is positioned for even more success. Its focus on building personalized guest relationships and offering data-driven insights make it a key player in shaping the future of the hospitality industry.
Steph
Company Specialist at Welcome to the Jungle
Insights
55% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Jun 2020
$50m
SERIES B
Oct 2018
$5.1m
EARLY VC
Total funding: $71.5m
Company benefits
- 401(k) & Retirement Plans: Helping you prepare for your future
- Medical, Dental & Vision Insurance: Multiple plans to fit your unique needs
- Flex Hours & Remote Work: Your own schedule, on your own terms
- Stock Options: Have a stake in our growing business
- Paid Parental Leave: Time off to grow and support your family
- Learning & Growth: Providing support and programming to give you room to grow
- Unlimited Vacation: Take the time you need for some R&R
- Fresh Start: Your first two weeks of employment as paid time off
- Roomies Choice: A monthly stipend giving you choice to invest in yourself
- Tenure Experiences: Milstone awards to recognize your time and deidcation
Company HQ
Rose Hill, New York, NY
Leadership
Joel Montaniel
(CEO)Joel started their career as a Credit Suisse Analyst, before spending 7 months at C&K Properties and 2 years at LivePerson. They left their position as Chief of Staff in July 2011 to co-found SevenRooms, serving as CEO since.
Allison Page
(CPO)Began their career in Investment Banking at Credit Suisse before joining Hodes Weill & Associates. They hold a bachelor’s degree in Finance & Real Estate from The Wharton School.
Kinesh Patel
(CTO)Received a B.S. in Electrical/Computer Engineering from the University of Texas at Austin, and an MBA in Finance and Strategy from the New York University Leonard N. Stern School of Business. Team Lead, Scientific Computing at ExxonMobil.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job