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We're looking for a talented Director of Customer Success to operationalize and scale our CS practices, furthering our ability to bring transparency and authenticity to our customers and their businesses. In this role you'll leverage deep expertise and industry best practices to lead and evolve our growing Success and Support teams. You’ll work directly with the Founder to align our Customer organization’s vision and strategic plan, helping to drive both internal and external growth through team development and customer retention/expansion. Operating as a player-coach, you'll manage a small book of key accounts as you learn our business and develop intimate knowledge of our product and customer needs. Success in this role involves aligning team tactics with organizational goals, translating processes into scalable systems, and empowering the team for success through enablement and mentorship.
Responsibilities:
- Develop a deep understanding of our customers, product, and state of the organization
- Partner with Sales, Product, and Marketing to deliver exceptional customer experiences
- Manage two teams (Customer Support and Customer Success)
- Manage a book of key enterprise accounts
- Evaluate and uplevel our systems and processes, partnering with relevant cross functional stakeholders where needed and driving strong team adoption. This includes but isn’t limited to:
- Customer success playbook
- Customer segmentation
- Customer journey mapping and optimization
- Guidelines for customer touch points across segments
- Customer growth and retention strategies
- Customer feedback loops and feature requests
- Automate the monitoring and reporting of metrics, sharing insights across teams and driving accountability to KPIs
- Mature the CS function, identifying internal growth paths and mentoring the team:
- Hire, integrate, enable, develop, and retain a high performing team
- Create a robust onboarding program for new team members
- Organizational planning and career pathing
Qualifications:
- Demonstrated track record of building and growing high performing teams:
- 5+ years of experience building high-growth B2B SaaS Success and Support functions
- Has helped scale Success and Support through a similar company stage (Series B to C)
- Has managed multiple teams at once
- Strong operator and data-driven executor
- Deep knowledge of Customer Success best practices
- Naturally curious about our customers and product
- Thinks in systems and is always looking for ways to automate and scale
- Able to assess and understand data and "tell a story" with it
- Impactful team leader
- High EQ, operates with empathy
- Works to unblock and uplift the team (avoids micromanagement)
- Willing to share and receive feedback in a constructive, respectful manner
- Effective at remote people management and mentorship
Who we are:
Truepic is a Series B startup backed by Microsoft, Adobe, Sony and Hearst. Our team is fully distributed which means we place a heavy focus on outcomes and value trust, transparency, and autonomy in the way we operate. Truepic provides two critical services for maintaining order and authenticity in the era of AI: securing and verifying images at the point of capture with our Vision and Lens products, and creating transparency across the internet through the Sign and Display of digital content.
Not only is our technology proprietary but we’re building a strong community at the forefront of the image authenticity movement. As founding members of the Coalition for Content Provenance and Authenticity (C2PA), we’re working alongside companies like Intel, Microsoft and Adobe to develop a set of technical standards for certifying the source and history of media content. Our controlled capture technology is the world’s first C2PA compliant camera which sets a new standard for how we consume and accept images across the internet. We also created the world's first openly digital transparent Artificial Intelligence video to highlight the need for transparency within all digital content, including the Generative AI space.
Diversity and Equality:
Truepic is an equal opportunity employer, meaning all applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. We ensure that all individuals with disabilities are provided reasonable accommodation to participate in the job application and interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
