Customer Success

Director of Customer Success

Salt Lake City, Utah
Work Type: Full Time

CometChat builds advanced digital communications infrastructure to help thousands of businesses around the world create customized in-app messaging experiences. Our products allow developers to seamlessly add voice, video and text chat to their websites and mobile apps so that their users can communicate with each other, resulting in a unified customer experience, increased engagement and retention, and revenue growth.

A global business from the start, we have 100+ team members across our Denver and Mumbai offices serving over 50,000 users around the world. With solid financials, strong organic growth, and increasing interest in developer tool-focused companies (from the market and with top technical talent), we’re heading into an exciting period of growth and acceleration.

CometChat is an alumni of Techstars Boulder 2019 and raised their Series A in October 2021. Investors include Signal Peak Ventures, iSeed Ventures, Range Ventures, Silicon Badia, eonCapital, and Matchstick Ventures.

Our mission… Fuel customer growth through meaningful user-to-user engagement.

Job Summary:

CometChat’s usage-based and deeply-integrated product make for the ideal Customer Success profile: a product that is strong in both expansion and retention. As CometChat’s customer base grows, it needs an experienced Customer Success leader that can manage a portfolio of companies in a way that optimizes the overall revenue yield. It will be the job of the Director of Customer Success to help establish and refine the key measures of customer health, align CSM activities to those measures, and execute a playbook that drives both expansion and high retention rates. The Director of Customer Success may initially act as a player-coach, and then ultimately as a manager of CSMs, so will need to have a broad operating range in the role.

Responsibilities:

· Ownership over the company’s overall net revenue retention target

· Direct Customer Success responsibilities for strategic accounts

· Recruiting and management of a team of CSMs

· Overseeing the successful oversight of and providing visibility into the net revenue retention number, from portfolio health to expansion opportunities and churn risk

Supervisory Responsibilities:

· Assist in recruiting and hiring Customer Success Managers

· Training and development of Customer Success Managers

· Performance reviews, coaching and corrective action if necessary

Must Have:

· Analytical and data-driven, ability to manage a portfolio of customers

· Action-oriented and customer obsessed

· Ability to mentor and coach CSMs of all levels

Additional Eligibility Requirements:

· Ability to work hours that accommodate a global team

· Ability to travel as required, including internationally (must have or obtain valid passport)

Education & Experience:

· Bachelor’s Degree

· 5-7 years related experience working in a SaaS company with enterprise clients

* Experience working with developers and a working knowledge of developer tools, e.g. SDKs, APIs, UI Kits

· Demonstrable track record of exceptional performance

Travel:

· Occasional travel for events

· Expect quarterly travel to Denver

· See ‘additional eligibility’ requirements above

Compensation:

Base pay $125,00 + Variable

Benefits:

Equity Plan

Medical, Dental, Vision: 80% Employer paid for you AND your dependents

Employer paid Life Insurance

Unlimited Time Off Policy

401k

And more…

Working @ CometChat

Our Values: Go Above and Beyond | Be Relentless | Be Genuine | Have Fun

CometChat is committed to fostering a culture of innovation & collaboration. Our people are our strength so we respect and nurture their individual talent and potential.

As a scaling business with strong financial backing, we’re excited about the opportunity in front of us. The digital communications market is rapidly expanding and our business is scaling along with it.

CometChat is an equal opportunity employer that values workplace diversity. We strive to create an inclusive workplace that embraces diverse backgrounds, life experiences, and perspectives. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age (40 or older), disability and genetic information (including family medical history or any other characteristic protected by law).

Job Functions Disclaimer:

The above job description reflects the general nature of work and functions of the job. It is not designed to contain or be interpreted as a comprehensive summary. Job duties are subject to change based on departmental need and changing business needs and conditions.

Job Type: Full-time

Pay: $125,000.00 per year

Benefits:

  • 401(k)
  • Dental insurance
  • Flexible schedule
  • Health insurance
  • Life insurance
  • Paid time off
  • Parental leave
  • Vision insurance
  • Work from home

Schedule:

  • Monday to Friday

Supplemental Pay:

  • Commission pay


Experience:

  • working in a SaaS company with enterprise clients: 5 years (Preferred)
  • working w/ developers & knowledge of SDKs, APIs, UI Kits: 3 years (Preferred)

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