Director of Customer Success, WooCommerce
WooCommerce is building a Customer Success practice, and we’re looking for an experienced candidate to lead this new initiative.
As Director of Customer Success, you will lead proactive work with our highest-value customers to understand their areas of concern, solicit product feedback, and drive revenue growth for WooCommerce through renewals and expansion. If you are passionate about customer advocacy and have relevant experience in a Customer Success leadership role, please apply!
What You Will Be Doing
- As our first Customer Success hire, you will be directly and individually responsible for ensuring the successful retention and growth of our most valuable customers as an immediate priority. This is a new role at WooCommerce, and we are looking for a candidate that can start working as an individual contributor and demonstrate success, before potentially recruiting and leading a team.
- You will engage with strategic customers throughout their journey with WooCommerce, building long-term relationships that help ensure our customers realize the full value of our products.
- Partner with executive leadership across the business, product, and customer support to develop and execute strategies that create successful, growing customers.
- Deliver on quarterly targets and key metrics through operational excellence.
- Help create customer wins, model customers, references, and case studies.
- Establish trusted and consistent executive relationships with customers to ensure their long-term success with WooCommerce.
What You Should Have
- Experience working within a large Customer Success organization, or overseeing customer success (or professional services teams/organizations), preferably in a SaaS environment.
- Experience leading—and developing—seasoned and new team members.
- Demonstrated experience leading and working in a fast-moving and high-growth environment.
- Proven success and a track record of delivering against targets and KPIs.
- Excellent executive-level communication skills both with customers and internally.
- Experience building executive relationships and driving/influencing change with both small and large organizations.
- Diplomacy, tact, and poise under pressure when working through customer issues.
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How to apply
Does this sound interesting? If yes, click the Apply button below and fill out our application form. In your cover letter, let us know what you can contribute to the team. Proofread! Make sure you spell and capitalize WordPress and Automattic correctly. We are lucky to receive many applications for this position, so try to make your application stand out.
Please answer the following question in your application (applications without this information will not be reviewed):
Tell us about an interesting customer situation you were involved in. What made it interesting to you? If the situation was an issue, how was it resolved?
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