Director, Customer Success

About Invoca:

Invoca is the industry innovator in AI and machine learning-powered Conversation Intelligence technology. Forrester Research identified Invoca as a Leader in The Forrester Wave™: Conversation Intelligence: Sales And Marketing, Q4 2021 report, stating that "Invoca is one of the few established conversation intelligence vendors that can legitimately claim AI capabilities."

With over 300 employees, more than 2,000 customers, and nearing $100M in revenue, there are tremendous opportunities to continue growing the business. We are building a world-class SaaS company, having raised over $100 million from Accel, Upfront Ventures, Salesforce Ventures, Morgan Stanley, and H.I.G. Growth Partners.

At Invoca, we live by our four core values:

• Figure it Out: we take ownership of our work and are given the freedom to blaze our own trails.
• Help Each Other Thrive: we foster an inclusive and humble culture that allows us to build value for both our customers and our people.
• Continuous Improvement: we challenge the status quo every day to develop creative solutions that make our products better and our customers more successful
• Light the Customer's Way: we don't just sell a product or turn on a service; we are partners and trusted advisors who support and invest in our customers and their success.

If these values resonate with you, we encourage you to come join us - we are building something special.  

About the Role:

At Invoca, we live by our four core values: Figure it out, Help Each Other Thrive, Continuous Improvement and Light the Customer’s Way. To us, Light The Customer’s Way means that we don’t just sell a product or turn on a service, we are partners and trusted advisors, helping, educating, supporting and very vested in our customers’ success.

As a Director, Customer Success at Invoca, you will manage a team of Customer Success Managers and take an active leadership role on the CSM team as well as the Go To Market (Customer Success, Sales and Marketing) teams. You will also establish, develop and nurture peer relationships with our Customers to ensure that Invoca has ‘multithreaded’ partnerships in place. You will leverage those Customer relationships to help our Customers deepen their adoption of Invoca’s technology, leading to net retention and revenue growth for Invoca. You will minimize escalations through strong Customer relationship management. 

Your team is composed of established SaaS Customer Success Managers whose focus is on adoption, retention and overall satisfaction for Invoca’s Enterprise Customers. You will be expected to establish, develop and maintain an operating system that allows your CSMs to increase their portfolio size - both by number of accounts and total ARR - without a corresponding increase in ‘work’. You use tools and automation to help with this, as well as partnering with our Customer Operations team. You’re a CRM wizard!

You Will:

• Lead, coach and mentor a team of Enterprise CSMs by fostering a healthy culture of learning, growth, and fun. 
• Ensure the team is fully staffed, trained and deployed to fulfill the strategic plan. Apply a results oriented approach to develop and improve upon team goals and execute the plan to achieve and exceed them. Support KPIs, manage performance, and establish career path opportunities for CSMs. 
• Define and execute on a scalable strategy for driving adoption and growth across the Enterprise Customer base. This includes defining, inspecting and reporting on an operating cadence that enables proactive action and leads our CSM team in driving user adoption, high NPS, gross and net retention growth and long term partnerships with our customers. 
• Become an indispensable partner to your Sales counterparts to design a growth strategy and provide strategic support on specific commercial situations to help close the deal. Lean into late-stage, new logo acquisition sales cycles to ensure that your CSM team is set up to quickly deliver results for our newest Customers. 
• Partner with C-level Executives and senior management at your highest-value customers to strengthen and deepen their relationship with Invoca, delegate responsibilities at varying levels within the Invoca account team to create a matrix customer engagement model and provide escalation support when needed.
• Partner closely with our Product team to the voice of the Customer, give feedback on the Product Roadmap and reinforce what you’ve learned from Product with our Customers.
• Partner with our Customer Experience, Product and UX teams to develop truly personalized and relevant digital customer journeys across the Invoca  customer