Director of Customer Success

Account Management / Customer Excellence New York, New York


Description

Why join Revolution Foods?

Do work that matters supporting the mission of Revolution Foods, which provides healthy meals across the nation! At Revolution Foods we value our employees and provide access to great benefits, pay, and opportunity, including:

  • Medical, dental, & vision plan options for full-time employees
  • Company paid life insurance coverage for full-time employees
  • 14 paid holidays for full-time employees
  • 10 paid vacation days for full-time employees
  • Company stock options
  • 401(k)

Details of Position

  • Position Type: Full-Time
  • Location: National - remote

Position Summary

The Director of Customer Success is responsible for building and leading the customer success team. The Customer Success team helps our clients achieve value from the Revolution Foods relationship and facilitates effective adoption of our programs. This results in loyalty and therefore long-term customer retention.

This person is passionate about helping our customers grow their food service business and will be responsible for the successful adoption and overall success of clients using our food solutions and strategies.  This position is responsible for training, coaching, and leading a team focused on developing and maintaining customer loyalty and delivering value added services to our clients.  This is a challenging role that requires a customer-first mindset, problem-solving capabilities, the ability to motivate a team and strong analytical skills. 

Major Duties and Responsibilities

To be effective in the role, this person must

  • Define and optimize the customer journey
    • Define the vision of a Successful Customer Relationship
    • Standardize the template for a Success Plan for customers
    • Define and oversee lifecycle processes/touch points, including exec sponsor program, EBR process, “listening” points (e.g. on usage, NPS), engagement and others
    • Create standard presentation materials for lifecycle plays
    • Personally, manage escalations from direct reports, and follow a methodical escalation process to executives
    • Identify opportunities for continuous improvement and growth
  • Promote client satisfaction and loyalty by understanding each business’s unique (and evolving) needs, delivering value and exceeding expectations
    • Be an expert on best practices in optimizing programs for success
    • Promote proactive selling amongst your team members
    • Find ways for Regional Partnership Managers to deeply understand the customers’ objectives and become a trusted right-hand advisor
    • Determine how to define, drive, and demonstrate the value (ROI) delivered
    • Support negotiations of contract amendments to existing customer agreements, where needed
  • Lead Cross-functionality in order to drive customer success
    • Clarify ownership for each part of the journey
    • Gather feedback from other departments, including Operations, Finance, Product, Marketing, NutriComp and others, to
      • Improve the customer experience
      • Advocate for changes in other departments’ ways of working (including our onboarding process) and collaborate with them to implement those
      • Drive company-wide definition of ideal customer
      • Create company-wide customer feedback loop
      • Help foster company-wide culture of Customer Success
    • Drive alignment with the SVP of Sales, Customer Success and Innovation
      • Align with SVP on renewal and up-sell strategy and focus on selling with a retention focus
      • Give feedback to Sales and Marketing on Customer Testimonials and References
      • Ensure smart hand-off to CPMs
      • Define RPM involvement during sales cycle
    • Directly manage enterprise and strategic accounts
    • Develop and regularly report on customer success KPIs that will measure implementation, product adoption, speed of revenue and client satisfaction
      • Gross dollar renewal rate
      • Up-sell dollars
      • Habits / product adoption metrics
      • Fulfillment
      • NPS
      • Cost/Annual Recurring Revenue
      • Consideration for Premier Support & Success options
      • Employee NPS / team member satisfaction
      • Own the financial model for your team, including projections of costs and new hires, and forecasts of renewal and upsell rates
    • Drive and manage strategic talent pipeline to ensure positive candidate experience
      • Establish a pipeline of great candidates
      • Establish a rigorous interview process
      • Set expectations on performance and give feedback
      • Manage out underperformers
    • Set up training and mentoring to grow team
      • Create culture of customer delight
      • Communicate to drive performance (in line with incentive structure for the rest of the RPM team)
    • Propose improvements to your team’s organizational structure
      • Define segments of your customer portfolio as appropriate
      • Define different levels within the team
      • Be informed of market compensation

 Preferred Qualifications

  • Bachelors Degree with a focus in business or marketing, preferred
  • 4+ years of relevant customer or client success management experience in the technology, education or food service industry, prior startup experience a plus
  • 1+ years of experience in people management
  • Experience in a commission driven role and managing a team with quota carrying goals
  • Passion for client success and a relentless commitment to advocating for clients and your team
  • Outstanding interpersonal skills and ability to communicate clearly and effectively (both written and verbal)
  • Analytically minded to be able to leverage data to drive decisions and recommendations, strong Excel skills preferred

We are an E-Verify employer where mandated by State or Federal contracts.

For more information, please click on the following links:
E-Verify Participation Poster: English / Spanish
E-Verify Right to Work Poster: English | Spanish