Gigster is building infrastructure to deliver great experiences on thousands of software projects for businesses across a multitude of industries. To do this we leverage the best of human-driven service and impactful automation powered by data from thousands of interactions on real world customer projects. Successful customers are the centerpiece of great experiences and are the foundation of a thriving business.
As the Director of Customer Success you will be responsible for ensuring a successful customer engagement with Gigster all the way from pre-sales to renewals and referrals. You will build and define teams and processes to resolve support issues, reduce churn, increase customer satisfaction and drive repeat business. The Director of CS will work with product and sales leadership to design and rapidly implement changes that improve the overall customer experience.
You'll be teaming up with interesting and talented engineers, product managers and customer success partners. The founders have ported video games to FPGAs, worked on silicon lasers, and built apps used by 200M+ monthly users. Gigster is backed by Andreessen and Y Combinator and has grown rapidly since our launch 12 months ago. You must live in San Francisco or be willing to relocate - we'll cover moving costs.
*Hire, manage and retain a world class team to ensure stellar customer outcomes
*Be internal and external face of Gigster to customers
*Deliver thousands of software projects at high quality, on time and at cost
*Define and manage post-sales groups, processes and tools that resolve support issues, reduce churn, increase NPS and drive repeat business
*Define and optimize metrics and qualitative signals that inspire confidence in customer success
*Continually sharpen our understanding of our customers and drivers of successful outcomes
*Drive up referred business from existing clients
*Work with the sales and product teams to continually improve the platform and ultimately deliver amazing experiences to customers
*Bachelors in CS or equivalent technical background
*Experience working directly with clients and solving high touch problems
*Proven experience defining and growing a post sales organization in a high growth context
*Experience defining success metrics in complex environments
*Scaled a post sales team from less than 5 to 20 or more people
*Managed a team in charge of 1000 business customers or $10M+ in gross sales
*Experience driving efficiencies through automation while maintaining high quality
*Product management experience, or experience driving product iterations through product and engineering teams
*Experience building a proactive (vs. reactive) customer success organization
*Experience managing a large number of client facing projects
*Demonstrated experience scaling team output without considerably increasing costs
*Strong understanding of project management and quality control best practices
*Proven experience working with data teams and using data to understand customers and inform decisions
*Product management experience, or experience driving product iterations or add ons through a PM team
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