Enterprise Customer Success Director, Pathstream
$122-181k
Salary varies depending on location
Web-based platform for teaching tech skills
Be an early applicant
Web-based platform for teaching tech skills
101-200 employees
Be an early applicant
$122-181k
Salary varies depending on location
101-200 employees
Company mission
To change the future of careers.
Role
Who you are
- The successful candidate will be customer-centric and excel at developing executive trust and showcasing measurable ROI
- The candidate must have sufficient range to manage day-to-day account duties while also managing the overall account health and relationship. The candidate ideally will have a passion for our mission
- 5-10+ years in enterprise account management, customer success, or consultative post‑sales roles with complex B2B programs
- Proven track record renewing and expanding seven‑figure or high‑six‑figure enterprise accounts
- Executive presence and experience leading business reviews with VP/C‑suite stakeholders
- Comfort and experience with large group facilitation of content, such as launch information sessions
- Data & slideware fluency: translate dashboards into actions; craft ROI narratives; comfort with operational metrics
- Excellent written and verbal communication; concise, high‑judgment decision‑making
- Tools: CRM (HubSpot), Data analysis (Hex, Google sheets, Excel), Notion, Slack, Google Workspace
What the job involves
- Reports to: VP of Customer Success & Operations
- We are seeking a dynamic Enterprise Customer Success Director to join our B2B customer success team. This role will own a portfolio of strategic enterprise customers and be responsible for account retention and growth
- Own overall account health for your portfolio of strategic enterprise accounts
- Build, maintain, and strengthen key customer stakeholder relationships while also mapping and helping to drive executive sponsor alignments
- Shepherd the initial launch of new customers assigned to your portfolio
- Build and lead monthly business reviews (MBRs) & quarterly business reviews (QBRs) with diverse stakeholder audiences
- Craft impactful narratives & storytelling based on quantitative & qualitative evidence of user success and ROI outcomes
- Execute strategic account plans for each account, outlining monthly and quarterly goals tied to ROI & operational metrics, and monitoring to ensure goal attainment
- Drive renewals to retain and grow accounts, and partner with Sales to identify and support expansion opportunities in adjacent business units and divisions
- Proactively communicate and champion your customer internally by posting updates, surfacing risks and wins, and helping to coordinate cross-functional actions needed for account success
- Be an excellent cross-functional partner to Marketing, Operations, Product, and Learning & Design, able to represent the voice of the customer while also being a good steward of Pathstream’s business and resources
- Execute on operational processes, following prescribed systems, as well as contributing ideas to the Customer Success team's ongoing improvement
- Success looks like
- Net ARR growth and on-time renewals for all accounts in your portfolio
- Documented ROI tied to buyer metrics such as retention, productivity, or role-specific KPIs (ROI business cases built in conjunction with Customer Insights and Data teams)
- Predictable meeting cadence and stakeholder engagement, including executive sponsor touches and champion development
- Being viewed by your accounts as a true consultative partner, not a vendor
- On-track operational metrics for each account
- High-quality internal comms; crisp updates and risk escalations
Our take
Applicant Tracking Systems are frequently used by companies to filter out resumes that do not include essential skills. However, University degrees often focus on generalized skill sets as opposed to career-critical skills, resulting in many strong candidates slipping through the cracks.
Pathstream builds optimized digital skill programs for job seekers by partnering with companies and educational institutions, with programs designed in collaboration with companies including Salesforce, Facebook and Tableau. The startup's aim is to deliver courses in career-critical skill sets to ensure applicants have all the necessary skills relevant to their career path.
Pathstream believes that degrees in the US still focus too much on qualifications in antiquated skill sets. It does not want to replace educational institutes, but partner with them to teach platform-centric and industry-critical skill sets. Strong funding and a good initial reach will support this aim moving forward.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-9% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Jun 2023
$38.8m
LATE VC
Aug 2019
$12m
SERIES A
Total funding: $51.8m
Company benefits
- Disability, life insurance
- Flexible spending accounts
- Flexible vacation
- Commuter benefits
- 401(k)
- Team Activities
- Work from home opportunities
- Health insurance
Company HQ
Union Square, San Francisco, CA
Leadership
Eleanor Cooper
(Co-Founder & CEO)Worked at Morgan Stanley as an Investment Banking Analyst. Was a Private Equity Investment Associate at Energy Capital Partner, and New Venture Lead at Entangled Ventures.
Lauren Pizer
(Co-Founder & SVP of Learning Experience)Was a Special Projects Associate at Explore Schools, Teaching Team Member at Hasso Plattner Institute of Design, and Director of Student Experience at MissionU. Was also Case Team Leader at Entangled Ventures.
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