Director of Customer Success

EasyLlama is revolutionizing the compliance solutions landscape with its suite of modern, interactive, and engaging products. We're leaving behind the outdated, costly, and uninspiring methods of compliance and embracing innovation to create safer, more positive, and inclusive workplaces. Our mobile-friendly platform meet employees where they are, fostering higher levels of engagement and alignment.

As the top-rated compliance solution provider, EasyLlama boasts a customer herd of over 7,000 satisfied clients. Our clientele includes industry leaders such as Shake Shack, Hilton, Skims, JiffyLube, and Y Combinator, with more joining our ranks every day. With a sparkling 4.7 rating on G2 from over 50 reviews, EasyLlama continues to set the standard for excellence in compliance solutions.

We're not just reshaping compliance training; we're reshaping the future of workplace compliance altogether. Join us as we lead the charge towards safer, more compliant, and more inclusive work environments.

The Llama Herd

We know company culture is so important when considering a new company. Hear directly from members of the Llama Herd about their experience working at EasyLlama through the videos below.

Kaleigh Fallon, Customer Success Manager and a direct report of this role.

Zee Khan, Senior Manager of Account Management and your Account Management counterpart.

About The Role

What You'll Do:

• Team Leadership and Development:
• Oversee a team of 5 direct reports, including recruiting, interviewing, hiring, and training new members.
• Act as a coach and leader, developing your team's skills to help them reach their career goals and proactively removing obstacles.
• Handle escalated customer issues, resolving them to build trust with both customers and EasyLlama team members.
• Operational Excellence:
• Manager daily operations, data analysis, goal setting, career development, performance management, and process improvement.
• Monitor NPS and retention for your team, identifying trends to enhance customer outcomes.
• Evaluate team performance based on customer retention and satisfaction metrics.
• Customer Relationship Management:
• Build strong relationships with sales, marketing, and product teams to understand customer challenges and needs.
• Foster long-term customer value through exceptional customer service and support.
• Ensure proactive communication with customers, offering consultative support and anticipating their needs.
• Strategic Initiatives:
• Lead initiatives to improve customer adoption, leveraging data-driven insights to enhance processes and outcomes.
• implement AI and ticketing systems to streamline customer interactions and support.
• Provide early feedback to Account Management for renewal and expansion opportunities.
• Maintain and enhance the customer knowledge base to facilitate self-service and reduce support requests.
• Identify and mitigate risks, while capitalizing on opportunities to enhance customer satisfaction and loyalty.
  

Who You Are:

• 5+ years building and scaling a Customer Success team in a SaaS or technology company.
• Experience working in an ambiguous environment or high-growth startup
• Proficiency in communicating with various stakeholders, including customers, executives, and team members
• Data-driven mindset with experience in measuring and analyzing KPIs to optimize the effectiveness of customer success initiatives.
• Strategic mindset with capability to develop and implement customer success strategies.
• Deep understanding of customer needs and pain points
• Familiarity with analytical tools, customer success tools and CRM systems.
  
  

What to Expect

The interview process at EasyLlama takes about 4 weeks and includes cross-functional stakeholders of the role. Here's what the interview process looks like:

• Recruiter screen
• Hiring Manager Interview
• Peer Interview
• Assignment + Presentation
• Executive Interview
• Value Add Interview
  
  

How We'll Take Care of You

• $124,310.37 to $148,500.00 base + bonus annual base salary (based on experience) + bonus
• Flexible, fully remote environment
• Generous vacation time - Recharging is essential. We respect your time off and encourage it.
• Competitive employer-sponsored health insurances
• 401(k) + company matching
• Professional development reimbursements
• Monthly remote work credit
  
  

The EasyLlama herd is fully remote, with employees distributed across the US and Canada. To ensure the best employee experience, we offer competitive compensation packages, comprehensive benefits, an annual wellness stipend, PTO, 401k with company matching, and monthly team events to nurture connection!

At EasyLlama, we strive to walk the walk. We are helping make workplaces all over the globe safer and more inclusive, including our own. We honor employees and candidates from all walks of life and all experiences, regardless of race, ethnicity, veteran status, disability, sexual orientation, gender identity or religion.