Director of Customer Success, MoveHQ
Do you enjoy building processes and growing teams? MoveHQ is adding an experienced Director of Customer Success to our growing team. In this role you will get to build the Customer Success function from the ground up, including: building a team of Trainers/Success Managers, creating a Success playbook, creating the onboarding process and customer journey, and continuing to develop the Success org into the next phase of growth.
You will get to work for, and with, the VP of Customer Experience who is one of the Top 100 Customer Strategists in the world; he believes in a true partnership, wants to hear new ideas, empowers you to make decisions, and believes in a culture of transparency.
In your first 90 days, you will get to hire the team and have true ownership of the Success function. This is the perfect role for someone who has built Success teams in a SaaS environment and loves being a hands on leader.
About the Role
- Set the vision for the Success org.
- Create the OKRs and define major projects to drive the desired outcomes.
- Create monthly plans to implement and report out on OKR progress.
- Hire, manage, and direct team members (team will grow to about 8 direct reports).
- Set team priorities.
About You
- Director level experience leading Success teams.
- Knowledge of SaaS business models and metrics.
- Familiarity with customer relationship management (CRM) software and tools.
- Understanding of customer success best practices and methodologies.
- Experience with data analysis and reporting.
- Experience implementing an LMS system and leading a training function.
- Due to the nature of the work MoveHQ does, all employees must hold US Citizenship.
Bonus Points
- PMP or equivalent certifications
About Updater & MoveHQ
Updater and its wholly owned subsidiary, MoveHQ, make moving easier for the 12 million households that relocate every year in the US. With Updater & MoveHQ, users seamlessly forward mail, transfer utilities, connect TV and internet, and much more. Thousands of the most prominent real estate companies in the US (from real estate brokerages to multifamily and relocation companies) rely on Updater’s real estate products to save clients hours with a branded and personalized Updater moving experience. By integrating MoveHQ moving services in Updater’s core application, a powerful consumer move management platform was created and remains unmatched in the industry.
Headquartered in New York City, Updater has raised over $450 million from leading investors, including SoftBank Capital, Vista Credit Partners, IA Ventures, Commerce Ventures, Second Century Ventures (the strategic investment arm of the National Association of Realtors®), and more. Updater has ranked on Crain's Best Places to Work in NYC in 2016, 2018, & 2021. For more information, please visit www.updater.com & www.movehq.com.
Updater & MoveHQ are proud to be equal opportunity employers and will consider all qualified applicants regardless of color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, actual or presumed belonging to an ethnic group, or any other legally protected status. If you have a disability or special need that requires accommodation, please let us know.