Director of Customer Success

Candidates local to Phoenix, AZ will be prioritized at this time

Position Summary

We are seeking a strategic and results-driven Director of Customer Success to lead our quota carrying Mid Market and Enterprise Customer Success teams. Reporting to our Chief Customer Officer, you will be responsible for ensuring our customers achieve their desired outcomes while maximizing the value they receive from our products and services. You will also own retention and expansion for all Virtuous customers across all Virtuous products. This role requires a blend of people leadership, strategic thinking, and hands-on execution to drive customer retention, renewals, and revenue growth.

Responsibilities

Own and optimize customer journey

• Establish and promote a vision for an exceptional end-to-end customer experience tailored to the unique needs of nonprofits
• Create standardized Success Plans for customers across all Virtuous product lines, ensuring consistency and excellence in service delivery
• Define and oversee key lifecycle processes, including the executive sponsor program to build strategic relationships, executive business Review processes to assess satisfaction and growth opportunities, and renewal and expansion playbooks to drive customer renewals and product usage
• Develop standard presentation materials for lifecycle plays, ensuring all customer-facing teams have the tools they need to effectively communicate value and progress
• Personally manage escalations from your direct reports, and follow a methodical escalation process to Chief Customer Officer and/or customer executive sponsors

Drive customer value

• Collaborate with Director of Customer Onboarding and Services to optimize time to value
• Understand change management best practices for nonprofits
• Enable CSMs to deeply understand our customers’ objectives and become a trusted right-hand advisor
• Define, drive, and demonstrate the value (ROI) delivered to customers
• Collaborate with Marketing to generate customer facing resources that enable CSM retention and expansion opportunities

Lead cross-functionally to drive customer success

• Define organization-wide responsibilities for each stage of the customer journey
• Gather feedback from other departments, including Sales, Services, Support, Product, and others, to improve the customer experience
• Collaborate with other Virtuous leaders to refine company-wide definition of ideal customer profile
• Help foster company-wide culture of Customer Success

Maximize CS specific platforms and tools

• Facilitate the adoption of essential processes in ChurnZero
• Ensure ChurnZero is our company’s single source of truth for customer health
• Create and/or refine dashboards to measure customer success
• Work with CCO and CX Operations Manager to refine ChurnZero ChurnScores periodically over time
• Generate strategies for high-touch teams to leverage ChurnZero and enhance low-touch digital customer journeys
• Own key metrics for your team and for Virtuous
• Gross renewal rate
• Net renewal rate
• Expansion revenue
• Virtuous Payments Growth Rate
• Customer generated stage 2 pipeline for sales
• NPS
• Employee NPS
• Own the financial model for your team, including projections of costs and new hires, and forecasts of renewal and upsell rates

Recruit, mentor, and inspire a world-class team

• Build a pipeline of great CSM candidates to meet the needs of our quickly growing team.
• Establish an effective interview process
• Establish performance expectations and growth paths for team members and provide regular relevant feedback
• Transition out underperforming team members
• Develop enablement strategies for CSMs
• Cultivate a culture of customer delight by adopting a "best for Virtuous, best for the customer" approach.
• Revise CSM compensation plans annually or as necessary
• Determine the segmentation of the customer base and align the team structure and levels accordingly

You Must Have

• 6+ years of experience in Customer Success or Account Management roles, with at least 3+ years in a leadership capacity
• Experience overseeing managers
• Proven track record of managing a Customer Success team and driving team performance metrics
• Strong understanding of SaaS business models and experience in a SaaS environment
• Nonprofit knowledge and experience preferred
• Exceptional leadership, communication, and interpersonal skills
• Analytical mindset with the ability to interpret data, draw insights, and make data-driven decisions
• Experience implementing and/or managing customer success platforms or CRM systems (e.g., Hubspot, ChurnZero) is a plus

What We Offer

• Market competitive pay leveraging Carta data
• Employee recognition through Bonusly (birthdays, anniversaries, achievements, etc.)
• 401(k) retirement plan with company matching- 50% match up to 6% of compensation after 90 days
• We value our employee’s work-life balance and encourage taking advantage of Unlimited PTO
• Supportive time off including paid volunteer days and company holidays
• Employer-contributed healthcare benefits, encompassing medical, dental, and vision coverage, with plans available for dependents and choices for Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).
• 12 weeks primary parent leave, 4 weeks secondary parent leave - full pay (adoption as well)
• We pride ourselves on Community and host exciting company outings and events.