Director of Customer Success, Split Software
$200-250k
OTE
+ Equity
Feature delivery platform for engineering teams
Job no longer available
Feature delivery platform for engineering teams
201-500 employees
Job no longer available
$200-250k
OTE
+ Equity
201-500 employees
Company mission
To empower teams to build better software, more efficiently, through the power of data.
Role
Who you are
- 2+ years of team management experience running Enterprise customer accounts within a rapidly growing B2B SaaS company
- 5+ years of previous IC experience in customer success or account management
- Has previously owned renewals and retention metrics
- High level of empathy for customers
- Strong value creation, story telling, negotiation and renewals management skills
- Can prepare and deliver impactful written communication and presentations with customers, senior leaders and executives
- Teaches and explains complex nuisances with ease
- Not afraid to roll up your sleeves to become a product and industry expert understanding how to create value for our customers to drive usage and cross sell
- Prevents issue escalation and knows how to quickly get resolution. Accepts unexpected challenges and maintains a positive attitude as a role model for others
- Operates with a sense of urgency in execution and tendency toward speed with ability to adapt and change while having an eye toward longer - term scale initiatives
- DevOps or experimentation experience preferred
What the job involves
- The Director of Customer Success will oversee our MidMarket and Enterprise CSM team ensuring they drive product adoption, maintain outstanding renewal rates, and develop customer champions
- A successful candidate in this role is a motivational people manager, an analytical leader that thrives on process improvements and a strong strategic advisor
- This role reports into the VP of Customer Success
- In alignment with Split’s overall Customer Success strategy, define and execute the CS vision for our medium and high touch customer segments
- Oversee day-to-day activity of your team members and monitor performance goals while providing ongoing feedback, coaching, and guidance
- Provide expert CS knowledge, best practices and coaching to the team on navigating complex organizational structures, objection handling and renewals management
- Analyze data and current processes to maximize existing successes, continuously optimizing process improvements driving to better outcomes and developing opportunities for further scale
- Accountable for forecasting and delivering on key customer success metrics (churn, upsell, NRR, product adoption, NPS, customer health score)
- Advocate for customer needs or issues driving cross-functional alignment to help resolve account escalations
- Drive cross-functional collaboration and communication across sales, professional services, customer education, customer support, and product management to facilitate aligned customer outcomes and product adoption
- Results oriented leader and as a member of the extended leadership team ensure proactive participation, communication and strategies for collectively meeting company objectives / performance targets
- Travel to customer sites as appropriate
Our take
Digital companies must test and release new features at a rapid rate to scale and compete in today's economy. However, every experimental feature release must be meticulously assessed for risk and security breaches, a process which is time-consuming.
Split provides a platform for feature flagging and experimentation that aims to increase the rate that enterprises can test and release new features. This is achieved by providing tools that process automatic feature flags and impact calculations whilst maintaining integration with enterprise tools such as Slack, Jira and Datadog.
The company provides a free demo of the full platform in addition to a free version offering limited functionality. The feature flagging tool has seen widespread use, resulting in a 300% increase in use over the last year.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-13% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Aug 2021
$50m
SERIES D
Aug 2020
$33m
SERIES C
Total funding: $109.8m
Company benefits
- Highly-motivated teams working with the latest technologies
- Collaborative and remote inclusive work environment
- Competitive salary
- Company equity for all Splitters*
- Health insurance for you and your family group*
- Parental Leave*
- Flexible PTO and Volunteer time off*
- Annual Educational and monthly wellness stipends*
- Career Path based on your career goals
- Inclusive company events that highlight Split’s values and foster team bonding
Company HQ
Centennial, Redwood City, CA
Leadership
Trevor Stuart
(President)They worked at Morgan Stanley for over 3 years prior to working as a Technology Crossover Ventures Associate. After roles at RelateIQ and Salesforce for over 2 years, they co-founded Split in November 2015.
They worked for 4 years at SalesforceIQ before founding Split with Trevor in 2015. They have been CTO since, alongside being an Advisor at InOrbit.
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