Director, Customer Success

You will be joining Near, one of the fastest growing Enterprise SaaS companies and experience a true start-up culture with the freedom to experiment and innovate. At Near, we believe that great culture is not just about work; it’s work + life. We not only encourage our employees to dream big, but also give them the freedom and the tools to do so.

The VP/Director, Customer Success Manager will oversee the operations and strategy of our Customer Success Team, which includes both CSMs and Implementation Specialists globally. This role will report to the Vice President of North America. You will be accountable for driving customer adoption and success by providing oversight, adoption recommendations, opportunities for greater service and risk management. You’ll serve as a leader and manager, helping CS team members navigate client escalations, while also providing recommendations for strategy and operational efficiency across our organization. The success of this role means measurable customer satisfaction, retention, and expansion of Near business.

The ideal candidate for this position is a curious, life-long learner. Because you will be in regular communication with our customers, you must be a people-person with a positive demeanor and attitude. You will serve as the voice of our customers and help them have a successful relationship with Near. People who are resilient, with a technical acumen and high level of emotional intelligence will be well-suited to success in this role.

A Day in the Life:

Leadership

• Manage a team of CSMs and Implementation Specialists
• Act as a point of contact for escalation
• Serve as voice of department and customer to C-Suite, VPs and leaders in the organization

Management

• Oversee management of the overall team book of business, including renewals and expansions
• Report on retention/expansion metrics such as churn, NRR, CRR, GRR and satisfaction metrics like CSAT and NPS.
• Hire, train, and develop the Customer Success team of CSMs and Implementation Specialists

Strategy

• Create and optimize the post-sale customer journey toward strategic initiatives
• Develop best practices and automations that drive customer outcomes and product adoption (i.e., Digital Customer Success program)
• Drive value for our customers and ensure full utilization of the purchased product through the use of monthly meetings, QBRs, lunch & learn programs

Operational Efficiency

• Establish a standardized engagement model and relationship of trust with customers
• Ensure efficient and successful delivery of Near solutions that align with the customer’s priorities and expectations
• Effectively communicate, implement and enforce processes and procedures

Cross-Functional Collaboration

• Work closely with Sales, Marketing and Product teams to ensure a regular cadence of knowledge sharing with the CS team
• Work with Product team to support the cross functional design and build of our products
• Systematically leverage customer relationships to bring fresh insights to the Product team and testimonials and case studies to the Marketing team

What you bring to the role:

• 10+ years of experience in Customer Success or similar field
• Bachelor's degree required
• Comfortability in a fast-paced environment
• Excellent knowledge of management methods and techniques
• Working knowledge of customer service software, databases and tools
• Awareness of industry’s latest technology trends and applications
• Ability to think strategically and to lead
• Strong client-facing and communication skills
• Curiosity, patience, optimism, and friendliness
• People-person and solutions-oriented problem solver
• Empathy; great listening skills