Director of Customer Success

Job description


Director of Customer Success


We’re creating the future of work right here in St. Louis - and we need a top-notch Customer Success leader to drive Jane forward. Sound like you? Read on.


The Product

Jane.ai is building an artificial intelligence platform to transform the modern workforce.  Jane uses Artificial Intelligence (AI) to make all of a company's information instantly accessible in the simplest way possible - through chat. Jane.ai is funded by the EQUITY.com incubator and is wrapping up an eight figure Series B round.


The Role 

The Director of Customer Success role is a senior leadership position focused on driving the successful implementation, training, upsell/cross-sell and renewal of our customers. The Director of Customer Success represents the voice of the customer to impact all parts of the organization: Product, Engineering, Sales and Marketing. You will be guiding the team that is responsible for bringing our mission, to help people do their best work, to our customers. To do this, you’ll need a bias for action and the ability to ensure a fast moving team exceeds our customers expectations.

You will be accountable for leading Customer Success Managers, Global CoPilots, and Customer Support. You will be responsible for all processes that directly impact our customers’ experience. This requires the ability to analyze data, set strategy and drive execution. This is not a 9-5 job. If you love interacting with customers, are results oriented, and want to help shape the growth of a fast-growing SaaS startup, then this is the role for you!


Responsibilities:

  • Champion our customers' successful use of the Jane platform so that they are delighted with their experience, realize the intended business value, and expand their usage

  • Manage the team responsible for customer onboarding and support

  • Collaborate with Product, Sales, and Engineering to design a superior customer experience in delivery and training

  • Create and drive the implementation of a Customer Success Plan detailing the metrics of customer success (Scorecard) and plan to achieve the metrics (Action Plan) for each client.  

  • Nurture key relationships at customer organizations

  • Establish mutually agreed upon SLA and expectations with new customers

  • Support our clients in their cultural transformation of implementing AI in the workplace

  • Grow the team and scale processes as our customer base expands

  • Deliver in-person and remote presentations to onboard and train new clients

  • Instill the discipline of process change and change management into our clients' organizations

  • Document key success/ROI/business case metrics including solicitation of testimonials, conference speakers, etc.

  • Help renew existing customers

  • Collaborate with sales to nurture upsell and cross-sell opportunities with existing customers

  • Facilitate Quarterly Business Reviews (QBRs) with customers

  • Ensure we become a “trusted advisor” to each of our customers

  • Prepare accurate revenue forecasts and renewal cycle reporting

Requirements

You are a fit for this role if  you have:

  • 7+ years of Enterprise SaaS experience

  • 3+ years leading Customer Success teams

  • A persistent focus to put the customer first in every action we take and advocate on their behalf

  • A strong process and work ethic

  • No ego

  • High attention to detail

  • Proven track record of consistently exceeding corporate objectives and quotas

  • Strong communication skills and ‘likeability quotient’

  • Passion for working in a startup, not a 9-5 job

  • Excellent presentation and negotiation skills – up to the executive level

  • A helpful and charming demeanor

  • The qualities of a natural leader. You have a passion for developing talent and coaching a team to success.

  • A track record of being a team player. You inspire others around you and will build a highly motivated and successful team through your management skills.

  • The ability to manage multiple projects at the same time.

  • Are highly driven and self-motivated, comfortable with autonomy and driving initiatives.

  • What it takes to work well with fast-paced decisions and changing deadlines.

To land this gig, come prepared to demonstrate your initiative, intuition and results from whatever you’ve been working on in the past. Tell us what makes you tick. Show us what you’ve been up to and we will do the same!


Additional Information:

Jane.ai is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.