Director of Customer Success

ABOUT NuORDER:

NuORDER is the leading wholesale eCommerce platform. Brands use NuORDER to deliver a seamless, more collaborative wholesale process, where buyers can browse products, plan assortments and make smarter buys in real-time. The NuORDER platform was engineered with flexibility and scale in mind, empowering businesses of all sizes with enterprise-level technology. Headquartered in Los Angeles, California; NuORDER connects more than 2,500 brands and 500,000 retailers globally, helping them grow and win together. For more information, visit www.nuorder.com

POSITION SUMMARY:

As the Director of Customer Success, you’ll be responsible for managing, building and evolving the Mid-Market Customer Success team. The right candidate will know what it takes to build a tech touch program for longtail customers, while still delivering an exceptional customer experience. We are looking for someone who is professional, driven, has excellent communication skills and is constantly looking for ways to take customer experience to the next level. The responsibilities center on adoption, advocacy, retention and growth, while working collaboratively with our sales, onboarding and product teams.

What you'll do:

• Build a scalable, tech-touch program for our mid-market customers that delivers high product adoption, retention and overall satisfaction
• Create Journey Maps for our two mid-market segments, and ensure this experience is understood and adopted across the company
• Develop playbooks to improve the customer experience, support retention, enable growth and drive increased efficiency of processes
• Responsible for gross and net retention targets in our mid-market segment
• Support the implementation and ongoing fine tuning of a Customer Success Management System
• Leverage all the data at your disposal (and get access to any additional data you feel you need) to understand customer health, risks and opportunities
• Represent our customers internally, leading strategic initiatives aimed at maximizing adoption and lifetime value
• Work closely with cross-functional teams like Marketing, Product, Services and Sales to communicate product issues, feature requests and overall customer sentiment
• Act as a trusted advisor, subject matter expert and point of escalation for your team and our customers
• Must be comfortable getting "in the weeds" to understand and support customer issues
• Recruit, mentor, groom and inspire our mid-market Customer Success team

What you'll need:

•  5+ years experience in customer success management with direct reports
• 3+ years experience in a B2B SaaS company
• Experience with building a scalable, tech touch program required
• Experience working with retail/apparel customers preferred
• Experience developing and implementing scalable customer processes and systems
• Proven passion for understanding the customer and creating a company culture that supports a positive customer experience
• Demonstrated experience as a creative problem solver that looks for new solutions versus the status quo
• Experience with software such as: JIRA, Zendesk, Salesforce and Confluence
• Expertise in customer experience with a proven record of developing customer facing strategies to drive customer satisfaction, retention, and growth
• The ability to operate with a high degree of autonomy in ambiguous settings

WHY NuORDER? 

We’re creative, innovative, and helping businesses become more efficient. Ensuring that each member of our team feels fulfilled and on track to become the very best employee they can be is important - and we encourage our people to discover new ways of achieving specific goals. We fully believe that each and every individual part of our organization provides value, a new perspective and progress to NuORDER’s growth and success. Come join us so we can build together! 

BENEFITS:

NuORDER offers a competitive salary and benefits package complete with medical, dental & vision insurance, a matching 401k program, flexible PTO & a wide array of holidays. We also offer paid parental leave.