Director of Customer Success

About Joveo

Joveo was founded in 2017 by a group of visionary entrepreneurs and enthusiastic problem solvers who foresaw the need for greater transparency and predictability in recruitment marketing. The focus was on building a cutting-edge technology platform that uses data and machine learning to enable employers, staffing agencies, RPOs, advertising agencies, and job sites to address this need better and more cost-effectively.

We're the global leader in programmatic job advertising driving next-gen recruitment technology solutions for employers around the world. Harnessing machine learning and industry expertise, our platform delivers the most relevant candidates in the shortest time, giving our customers a competitive edge. Backed by marquee investors like Nexus Ventures Partners, Joveo has been featured in Inc. Magazine’s List of America’s Fastest-Growing Private Companies 2023.

JOVEO stands for a job for everyone. That's our mission - to deliver the right job to everyone in the world. Powering more than twenty million jobs every day, we're changing the way recruitment media buying is done. This has never been more important. It’s not just about talent deployment – it’s about saving lives and families!

About the Job

As a Customer Success Director at Joveo, you will play a pivotal role in ensuring our customers' success by collaborating with cross-functional teams to enhance the customer experience, drive satisfaction and retention, and contribute to the company's growth.

1. Customer Strategy: Develop and communicate a clear customer success strategy that aligns with the company's goals and vision

2. Process Optimization: Continuously improve people, processes, and technology to enhance the customer experience and drive key business metrics

3. Product Vision: Establish the product vision, roadmap, and development priorities to meet customer needs and expectations

4. Client Engagement: Maintain strong relationships with clients, serving as the primary point of contact and proactively addressing their needs

5. Customer Lifecycle: Collaborate with the team to define and optimize the customer lifecycle, documenting best practices and playbooks

6. Team Management: Lead and manage a team of CSMs, setting clear metrics and targets for performance

7. Financial Oversight: Coordinate sales forecasting, planning, and budgeting processes for the customer success department

8. Enhancement Opportunities: Identify opportunities to enhance the customer experience and improve satisfaction, working cross-functionally to implement solutions

9. Renewals and Expansion: Partner with Sales to develop plans for customer renewal and expansion, identifying upsell and cross-sell opportunities

10. Product Expertise: Maintain a deep understanding of Joveo's solutions and educate clients on relevant features and functionality

11. Operational Excellence: Act as the voice of the customer, providing feedback on how Joveo can better serve its customers and enhance internal processes and systems

12. Talent Development: Recruit and manage future Customer Success Managers to support business growth.

Competencies that will keep you successful with us

Problem Solving:

• Effectively resolves the most difficult and complex problems that require the creation of new, innovative approaches
• Analyses and appropriately weighs the pros, cons, and opportunities, and risks before deciding on a course of action
• Integrates seemingly unrelated information from different sources to identify new approaches that strengthen the long-term position of the department/function/organization

Relationship Management:

• Consistently balances supporting partners/teams with being a demanding customer that makes Joveo's work stronger.
• Consistently improves project/Account artifacts through feedback and hands-on work, if necessary.
• Consistently fosters a supportive environment in which teams understand and identify with client needs and feel they can do their best work.
• Able to independently navigate challenging situations.
• Seen as a partner and source of stability and solutions by the team.
• Proactively anticipates challenges and opportunities in customer business needs and objectives and aligns Joveo solutions to address them.

Result Oriented:

• Manages deadlines and helps others do the same.
• Continuously monitors activity bearing in mind the original objectives and develops contingency plans.
• Identifies problems and their causes and takes action to solve them.
• Can run large scale projects- creating and running an effective project team.
• Is fully aware of the business plan and offers suggestions on how key objectives can be achieved.
• Effectively deals with the consequences of decision made by them.
• Involves the right people at the right time to facilitate the decision making process.

Tenacity

• Makes decisions through weighing up the cost-benefit and risk implications
• Stays the course in the face of adversity while ensuring the motivation and
• commitment of others
• Leads the department/function through tough times
• Builds risk mitigation plans for department/function
• Re-engineers or creates new strategy to get around obstacles
• Proactively scans environment to identify long-term risks and proactively designs contingency plans

About you

You’ll be a great fit if you have

• 12+ years of customer-facing experience in services, preferably in customer success or customer retention roles
• 5+ years of experience in team management, with a track record of improving customer retention rates
• Strong operational background with expertise in defining and leveraging business metrics
• Creative leadership skills, able to develop and execute a vision aligned with company and team strategies
• Prior experience in the SaaS industry is a plus
• Ability to thrive in a fast-paced, evolving team environment
• Background in traditional and digital marketing, buying, and measurement
• Strategic thinker with excellent organizational skills and attention to detail

Travel

Up to 25% of your time may include travel for client visits, conferences, networking events, or other work-related events.

At Joveo, we are committed to diversity and inclusivity, and we celebrate our differences. We are an equal-opportunity employer. For more information, visit www.joveo.com.

Join Joveo and help us make a difference in the world of recruitment and job placement!