Fonteva – Director of Customer Success – Remote

Togetherwork’s Association Business Unit, which is comprised of two product solutions (Fonteva and Protech), is looking for an experienced Director of Customer Success who will be responsible for the retention, satisfaction, and the overall relationship with its customers. As a senior member of the customer success leadership team reporting directly to the VP of Customer Success and Support, you have a track record of driving cross-functional customer success initiatives, managing and mentoring 7+ customer success managers, and achieving a high retention and customer satisfaction rating. This is a full-time remote role that is very hands on and may require limited travel to strategic customers sites.

 Responsibilities:

  • Define and deliver a world-class SaaS customer success vision for the global company
  • Own and deliver on customer health goals, retention goals, and over all account strategies
  • Manage, train, and mentor a global team of 7+ Customer Success Managers in the US and UK
  • Manage the customer lifecycle, voice of the customer, and other customer centric initiatives
  • Implement and scale the strategic accounts initiative with standard materials, process, and tools
  • Implement and manage a standard customer business review cadence with strategic customers
  • Partner with operations and legal to ensure accurate renewal quotes, invoicing and payment
  • Partner with the sales and marketing teams to meet quarterly expansions goals
  • Partner with professional services to generate quotes, project timelines, and address escalations
  • Manage customer information, heath, other critical data points in the CRM
  • Manage a small book of business comprised of some of the more strategic customers
  • Develop deep and lasting relationships with our customer’s leaders and executives

Required experience:

  • Passionate about customers, their success, and how software solutions can achieve their needs
  • Experience creating a customer centric team culture and mentoring team member’s careers
  • 7+ years of customer success or account management at a SaaS or software solution company
  • 3+ years of leading customer success teams at a SaaS or software solution company
  • Excellent communicator in-person, on the phone, through email, and over video
  • Strategic thinker with the ability to think and respond quickly in front of customers
  • Self-starter able to deliver on objectives through collaboration and persuasion
  • Strong organizational skills with keen attention to detail
  • Able to manage simultaneous initiatives and deadlines accurately and efficiently
  • Able to maintain a positive, collaborative, and upbeat attitude

Desired experience:

  • Experience working with cross functional teams in a matrixed organization
  • Membership and events management experience with associations and non-profits
  • Experience with Salesforce, Microsoft Dynamics, or related CRM
  • Experience with professional services organizations
  • Ability to travel occasionally to customer sites as needed

 

Salary Range Disclosure

The base range represents the low and high end of the Togetherwork salary range for this position. Actual salaries will vary and may be above or below the range based on factors including, but not limited to location, experience, and performance. The range listed is just one component of Togetherwork's total compensation package for employees. Other rewards may include discretionary bonuses, long term incentives, a flexible paid vacation/personal time policy, 6 weeks paid parental leave and more.

Salary : $130,000 - $140,000

Apply for this Job

* Required
  
Attach Dropbox Google Drive Paste
  
Attach Dropbox Google Drive Paste

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. 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.

As set forth in Togetherwork’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

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 the 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 05/31/2023

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you 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:

  • Autism
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
  • Blind or low vision
  • Cancer
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or hard of hearing
  • Depression or anxiety
  • Diabetes
  • Epilepsy
  • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
  • Intellectual disability
  • Missing limbs or partially missing limbs
  • Nervous system condition for example, migraine headaches, Parkinson’s disease, or Multiple sclerosis (MS)
  • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

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.