Senior Director of Customer Success

About Whip Around

Whip Around was born in 2016, originally to help freight companies in New Zealand tackle their paper-based compliance burden. It was whilst working for some of the globe’s largest freight companies, that we saw first-hand how much time paper was costing fleet managers every day. Within a year, the US market was calling loudly as Whip Around met a clear pain point for businesses with fleets.  Whip Around now has offices in Auckland, New Zealand, Charlotte, North Carolina, San Diego, California servicing our customers from coast to coast in the US and around the world.

Team culture is at the heart of our success, with personal improvement being just as important as company outcomes. We now boast a senior leadership team with experience from numerous successful global businesses and continue to double down on our vision to bring simplicity and efficiency to fleet management and compliance.

Why this role is important

Reporting directly to the Chief Customer Officer, you will play a pivotal role in ensuring the satisfaction and retention of our valued customers. You will lead a team dedicated to delivering exceptional service, building strong relationships, and driving customer success initiatives. Your strategic and operational mindset, leadership abilities, and passion for customer advocacy will be instrumental in shaping our approach to customer satisfaction and loyalty. This role requires a true leader who will drive and inspire the team and business forward.

What success will look like

• Manage a team of Customer Success Managers (CSMs) and leader(s) across all customer segments (Strategic, Enterprise, SMB, and Digital) who are the primary owners of relationships with key Customer stakeholders and influencers
• Own and perform data analytics on the leading/lagging CS KPIs/metrics to drive customer retention and ambitious revenue growth.
• Develop and present accurate revenue forecasts (weekly, monthly, quarterly) including Net Revenue Retention (NRR), Gross Revenue Retention (GRR), and Expansion (Upsell and Cross-Sell) 
• Represent the voice of customers through collaboration with Product and Engineering leadership to drive new use cases, enhancements and capabilities
• Work closely with the Marketing team to implement strategies to assist in customer retention and revenue expansion
• Help customers achieve adoption and expertise with the Whip Around products and drive customers to continuous business outcome achievement.
• Improve the collaborative risk assessment process to identify and drive repeatable, scalable, and streamlined actions to address risk and drive healthy renewals
• Develop data-driven, go-to-market expansion selling strategies and plays at scale including Expansion pipeline development and management in Salesforce
• Collaborate and establish performance and quarterly compensation targets for the CSMs that help drive to company goals and outcomes
• Meet with key customer stakeholders (including Senior Executives) of strategic and other customers and help guide their commercial vision utilizing our platform and technology
• Hire, coach and develop individuals to be strong CS leaders of their business. Design programs to help them develop their skills and career objectives
• Meet or exceed performance goals, manage budget to deliver high ROI & perform other duties as assigned.
• Provide thought leadership as we evolve our Customer Success vision. Help turn this vision into executable programs and processes for CSMs to deliver to our customers
• Serve as business sponsor of Gainsight and other tools used in the Customer Success operation

Requirements

About you

• You have a Bachelor's or Advanced degree in business or equivalent discipline
• You have a deep understanding of B2B SaaS with an understanding of marketing, operations, sales, and buyer personas
• You may have had exposure to Fleet Management/Maintenance industry/solution knowledge - while not a hard requirement, this is strongly preferred
• You are experienced leading teams to effectively retain and expand a platform
• You have use case/solution development experience working with customers of all levels of technical/business sophistication

Experience

• 10+ years of management experience in Customer Success, Account Management, Professional Services, and/or related disciplines for a SaaS software business
• Customer-facing senior leadership skills/experience, with the ability to inform/influence Whip Around’s GTM and Product strategy
• Excellent collaborative leadership, business development, communication (verbal, written and presentation) and interpersonal sk