About Comfy

Comfy is on a mission to create amazing workplace experiences. We are a leading workplace app provider that connects people, places, and systems. We’re developing a new category, where smart building tech meets commercial real estate meets consumer apps: the workplace experience app. Comfy creates amazing workplace experiences through a consumer facing app for employees and solves real business problems for corporate real estate teams. Our app gives employees greater control over their workplace, including room and desk booking, lighting and temperature control, and feedback. Headquartered in Oakland, California, with expertise in machine learning, UX design, and enterprise service, Comfy develops software solutions for everyone– from the people who operate the building to the people who fill it. 

About the Role

We're looking for a leader with experience building world class customer organizations, processes and systems, solution design, professional services, and customer support. As our Senior Director of Customer Success, you will lead the teams dedicated to upholding Comfy's ‘customer first’ mindset, and push customer success into everything we do.

Specifically, you will:

  • You will lead the Customer Success team responsible for maximizing our customer lifetime value. You will do this by increasing contract value on existing customers, fast and efficient implementation deployment, and cost-effective, yet stellar customer support.
  • You will know each customer's success criteria, ensure we're meeting them, and continuously communicate to our customers, ensuring strong relationships in order to drive renewals and expansions.
  • You will lead three functions: Customer Success Manager (CSM), Customer Support, and Solution Design and Delivery.
    • For CSMs, you will manage:
      • Global account strategies
      • Proactive health monitoring of accounts
      • Grow value of installed base
      • Risk assessment and mitigation
      • Setting and resetting customer expectations
      • Change management processes
    • For Support, you will manage:
      • A robust, global, support team that covers both B2C and B2B
      • Defining support times, instituting and tracking support SLA for Premium vs Basic support
    • For Solution Design and Delivery, you will manage:
      • Scale deployment capabilities to support Enterprise customers with 100+ buildings
      • Manage a global solution architecture team to support enterprise sales against a quarterly new ARR goal
      • Manage a global deployment effort
  • You will define and own the key metrics by which success will be determined for all sub-teams and the activities that will drive those metrics. You will own management quarterly objectives of the team while also driving the accountability of the individuals on your teams via team and individual performance KPIs, all with the aim of continually driving revenue.
  • You will track customer health and performance metrics through development of dashboards and measures to drive awareness of potential churn risks and to enhance retention.
  • You will work cross-functionally with product, engineering, sales, business development, and marketing to implement programs and processes to improve deployment, expansion, and retention all while increasing the stickiness of our feature set.
  • You will drive transparency in processes to allow business partners to understand and align with the Customer Success team.
  • You have a willingness to create a healthy tension to apply pressure internally to ensure satisfied customers and increase customer lifetime value.
  • You will partner with our sales and product teams to co-create Comfy’s value proposition and ROI model, end user success, and upsell opportunities.
  • You will serve as a point of escalation to manage expectations, navigate challenges, and to ensure long-term account success.
  • You will represent the customer in every decision we make and build customer loyalty.
  • You will grow customer advocates that lead to case studies, speaking opportunities, references, and ultimately renewals.
  • You're open to travel up to 30% of the time to meet with our customers and globally flexible to work with international partners.

About You

  • You have 10+ years of customer facing experience in Customer Success, Consulting, Sales, solution architecture or related field OR proven track record closing enterprise deals, growing LTV of Enterprise Accounts or similar
  • You have 5+ years of experience managing a Customer Success team OR proven track record scaling a customer success organization successfully in a technical SaaS environment
  • You have both led and scaled customer success teams through automated digital customer experience journeys
  • You have experience working with enterprise customers on large scale rollouts for a technical product, with numerous integration points, including global deployments
  • You have proven your process improvement and scaling capabilities and are excited to use those skills at Comfy
  • You have defined key success and support metrics in previous roles
  • You're an analytical and data driven decision maker
  • You have a passionate, entrepreneurial spirit and strongly prefer to work in a fast-paced environment

Our Benefits

  • Market-leading software application centered on improving the workplace experience, Comfy : )
  • Brand new, bright, airy office in sunny downtown Oakland steps away from BART
  • Take-what-you-need vacation policy
  • Competitive salaries
  • Generous medical, dental and vision insurance
  • Matching 401k policy
  • Frequent team events (costumes optional) and lots of snacks
  • Independent start-up culture with the backing of a global corporate powerhouse

Our Promise to You

We believe your work is an extension of yourself. At Comfy, we hire many sorts of selves and that’s what makes us exceptional. We value diversity of thought, always asking tough questions, committing to solutions—and we do that best when we have and nurture every point of view.  We value you, and we want to hear you, learn from you, and move forward together.


Apply for this Job

* Required
Almost there! Review your information then click 'Submit Application' to apply.

File   X
File   X

U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at Comfy are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Form CC-305

OMB Control Number 1250-0005

Expires 1/31/2020

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

Because we do business with the government, we must reach out to, hire, and provide equal opportunity to qualified people with disabilities1. To help us measure how well we are doing, we are asking you to tell us if you have a disability or if you ever had a disability. Completing this form is voluntary, but we hope that you will choose to fill it out. If you are applying for a job, any answer you give will be kept private and will not be used against you in any way.

If you already work for us, your answer will not be used against you in any way. Because a person may become disabled at any time, we are required to ask all of our employees to update their information every five years. You may voluntarily self-identify as having a disability on this form without fear of any punishment because you did not identify as having a disability earlier.

How do I know if I have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Blindness
  • Deafness
  • Cancer
  • Diabetes
  • Epilepsy
  • Autism
  • Cerebral palsy
  • Schizophrenia
  • Muscular dystrophy
  • Bipolar disorder
  • Major depression
  • Multiple sclerosis (MS)
  • Missing limbs or partially missing limbs
  • Post-traumatic stress disorder (PTSD)
  • Obsessive compulsive disorder
  • Impairments requiring the use of a wheelchair
  • Intellectual disability (previously called mental retardation)
Reasonable Accommodation Notice

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.