Senior Director of Customer Success

$125,000 - $175,000/Yr

Tootris - San Diego, CA

Full-time - Senior

San Diego, CA

Social Assistance

About the position

The Senior Director of Customer Success at TOOTRiS is a pivotal role responsible for leading and scaling the Customer Success team. This position focuses on managing client relationships, ensuring successful implementation and onboarding, and driving customer satisfaction and retention. The Director will act as a liaison between clients and internal teams, while also participating in day-to-day customer success activities. The ideal candidate will have a strong background in customer success, particularly in enterprise-level accounts, and will be adept at building strategic relationships and driving growth.

Responsibilities

• Responsible for the execution and ongoing development of the high-level customer success strategy.
• Create and manage plans for client onboarding, retention, and upselling initiatives.
• Establish data-driven playbooks to communicate and demonstrate child care benefit value with customers.
• Guide clients through a seamless implementation process, providing training and resources.
• Develop and maintain strong relationships with key stakeholders at client organizations.
• Drive cross-functional collaboration with Sales, Marketing, Product, and Concierge Teams.
• Serve as a point of escalation for client inquiries and service issues.
• Monitor and analyze key usage metrics, client feedback, and satisfaction scores.
• Travel as required (up to 30%) to meet with clients and represent TOOTRiS at events.

Requirements

• 8-10 years of experience in customer success or strategic account management.
• Experience in a SaaS organization or HR benefit tech-based platform.
• Demonstrated experience building and scaling a Client Success organization.
• Proven track record of retaining and growing a portfolio of clients.
• Expertise in cultivating strategic relationships with clients, including C-level executives.
• Strong leadership and team management skills.
• Ability to thrive in a player-coach role in a rapidly changing startup environment.
• Experience defining, implementing, tracking, and managing Customer Success KPIs.
• Willingness and ability to travel up to 30% as needed.

Nice-to-haves

• Experience in the childcare or benefits industry.
• Familiarity with data analysis and reporting tools.

Benefits

• Comprehensive benefits including health, dental, and vision insurance.
• Child care benefits.
• Unlimited PTO.
• Opportunities for professional development and career advancement.