Director, Customer Success

Who you are

You have a proven track record in customer success, with experience in building and leading teams that drive customer engagement and satisfaction. Your strategic mindset allows you to develop and implement effective customer success strategies that align with business goals. You excel in managing relationships with key stakeholders, ensuring that customer needs are met and exceeded. Your ability to analyze customer feedback and data enables you to identify opportunities for improvement and growth. You are passionate about creating an inclusive and professional work environment that fosters collaboration and innovation.

Desirable

Experience in the AI or technology sector is a plus, as is familiarity with marketing and advertising. You have a strong understanding of customer engagement metrics and how to leverage them to enhance customer experiences. Your leadership style is inclusive and empowering, encouraging team members to take ownership of their roles and contribute to the overall success of the organization.

What you'll do

As the Director of Customer Success, you will be responsible for building the customer success function from the ground up. You will lead a team dedicated to managing and nurturing relationships with agencies, direct marketers, and strategic publisher partners. Your role will involve developing and executing strategies that ensure the successful delivery of services and solutions to customers. You will act as the primary point of contact for key accounts, ensuring that their needs are met and that they receive exceptional service throughout their engagement with Firsthand.

You will collaborate closely with cross-functional teams, including sales, marketing, and product development, to align customer success initiatives with overall business objectives. Your insights will help shape product offerings and improve customer experiences. You will also be responsible for tracking and analyzing customer success metrics, using data to drive decision-making and continuous improvement.

In this role, you will foster a culture of customer-centricity within the organization, ensuring that all team members understand the importance of customer success and are equipped to contribute to it. You will provide mentorship and guidance to your team, helping them develop their skills and advance their careers. Your leadership will be crucial in establishing Firsthand as a leader in AI-driven consumer engagement.

What we offer

Firsthand offers a dynamic and inclusive work environment where innovation thrives. You will have the opportunity to work at the forefront of AI technology, shaping the future of customer engagement. We provide competitive compensation and equity packages that reflect the value you bring to the organization. Our team collaborates in-office three days a week, fostering a strong sense of community and teamwork. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds.