Director of Customer Success
We believe that mobile voice calls should be secure, engaging, and protected from fraud and robocalls. We believe the phone app is the most outdated app on your smartphone, and that the mobile network - as the largest communications network of any kind - urgently needs a trust and identity layer. You should know who's calling you and why! You should get the calls that are relevant to you (at that time) and none of the ones that aren't. Hiya is building the modern layer for the voice experience. We already serve over 120M users worldwide directly through our apps and in partnership with smartphone makers like Samsung and mobile carriers like AT&T. Are you ready to work with our sales team on the road to help us serve 1B users?
We are looking for a Director of Customer Success to join our team in Seattle. As a leader of C.S. you will: engage our existing customer base to understand their annual goals and definition of success, communicate product updates and ROI throughout the customer term, analyze customer health metrics and ground level feedback to ensure sustained quality and collaborate closely with your internal team to drive renewals and expansion opportunities.
We'd like you to have management experience with either sales or account management teams. A drive to hire and develop great talent, build out new processes and improve upon what may already be in place will be key to success. An interest in technology, a self-starter attitude and a drive to succeed are definite must-haves for this position.
In this role you will:
- Communicate with customers on a daily basis to track account health, shepherd user experience and ensure future success
- Serve as the primary contact for new customer onboarding and support after the account has launched
- Engage underperforming customers with insight, data and suggestions on how to optimize results
- Identify and prioritize key accounts for the company maintaining customer happiness and regular updates for your extended team
- Share customer insights and suggestions for improvement with Product and Sales leadership
- Work with the finance team to most accurately report projected earnings and adjustments to extended team.
You don't have to check all the boxes, but we believe these are important requirements for this role:
- 5+ years of experience directly managing a team
- A proven track record of exceeding goals in a measured, metric driven environment
- Experience working complex, long cycle opportunities. FTSE 500 a plus
- History of collaborating with multiple teams to improve customer experience
- Hiring and interviewing experience
- Demonstrated curiosity outside your immediate role, with the purpose of adding value and achieving overarching department goals
- Excellent written and oral communication skills
- Bachelors degree
Hiya is a fast-growing startup that offers a team of dynamic and experienced executives at the helm, and a hardworking team of international colleagues at your side. We value getting things done for our customers and consistently improving ourselves and products along the way.
Hiya is an equal opportunity employer. We value and embrace diversity. We do not discriminate on the basis of race, color, national origin, religion, gender, gender identity or expression, sexual orientation, marital status, age or disability status.
This role is based in Seattle.