Senior Director, Customer Success

The Senior Director of Customer Success will be responsible for creating a world-class customer experience from pre-sales support through implementation and ongoing value delivery for all customers. This key person will play a pivotal role in driving customer satisfaction, retention, and supporting growth. This leadership position requires a result oriented, customer centric leader with a strategic mindset to develop and execute a world class strategy and drive our customer success efforts to support our growing ARR.

Our mission at AudioEye is to eradicate every barrier to digital access because we believe equal access to digital content is the right of every individual and the responsibility of every entity.

AudioEye is a team of passionate professionals dedicated to our ambitious goal of accessibility for all. Our mission guides us through every challenge and keeps our focus on our purpose – changing the way the world uses the internet forever.

 

How you’ll Contribute: 

• Drive outcomes by increasing renewal rates, reducing churn, and expanding revenue through cross-selling and up-selling support
• Manage activities including onboarding, customer support, and renewals
• Enhance customer lifetime value by increasing product adoption, enhancing customer satisfaction, and driving new business growth through greater advocacy and reference ability
• Define and optimize customer lifecycle by mapping the customer, developing listening points in the journey and standardizing interventions for each point of the journey
• Define segmentation of the customer base, identify opportunities for continuous improvement and learn industry best practices
• Measure effectiveness with defined metrics, tracking systems and regular team reviews
• Share relevant metrics with the executive team, company, and board
• Develop and mentor the team while fostering a culture of continuous learning
• Attract high potential individual contributors and establish a rapid onboarding process for new team members
• Enhance effectiveness and efficiency through technology
• Create a company-wide culture of Customer Success by driving a shared definition of the ideal customer and establishing a companywide feedback loop
• Foster cross functional alignment with marketing, product, sales, operations and finance and the executive team to meet key objectives

Who you are: 

• Bachelor’s Degree
• 10 plus years’ experience in similar customer facing role
• Strong interpersonal and presentation, communication, analytic and problem-solving skills
• Record of building high trust relationships that foster trust
• Proven collaborative approach; openly sharing information and receptive to the ideas of others
• Strong ability to think creatively and strategically including creating operational plans
• Proven track record of working with subject matter experts, consultants, professional services, IT, operations, and others to maximize ROI
• Logical and efficient, with keen attention to detail
• Able to conduct research into issues and products as required
• Ability to communicate ideas in both technical and user-friendly language
• Capacity to effectively prioritize and execute tasks in a high-pressure environment
• Enthusiastic and creative leader with the ability to inspire others
• Experience with a variety of web/mobile sites, such as eCommerce, brochure, portal, etc.

Our Values:

• Relentlessly Prioritize the Customer
• Own Outcomes
• Be Straightforward
• Act Now & Iterate
• Grit
• Decide with Data 
• Hire and Develop A Players
• Be Coachable
• Organize and Plan
• Expect and Embrace Change

Benefits and Perks:

• Work with a talented but humble team
• Competitive compensation and equity
• Weekly paid family meal
• 401k, medical, dental, and vision insurance
• Flexible and Generous PTO Policy: If you feel you need a break to recharge, we encourage you to take it!
• 15.5 company-paid holidays including Juneteenth, MLK Day and a 1-week company shut down
• To support remote work conditions, AudioEye provides each employee a one-time stipend of $300 

Salary: $150,000 - $175,000 plus OTE

 

Equal Opportunity Employer: We embrace equal employment opportunity.

AudioEye is committed to a policy of equal employment opportunity for all applicants and employees. It is our policy that employees will not be subjected to unlawful discrimination on the basis of race, color, religion, sex, age, national origin or ancestry, physical or mental disability, veteran o