Director, Customer Success at Caroo

Director, Customer Success

Location: United States (Remote)SALES – CORPORATEFULL-TIME

RoleCaroo is looking to add a Director of Customer Success to lead the team that supports our growing membership base. Reporting to the VP of Sales, this role will build and execute a playbook for serving and expanding subscription and ad hoc revenue amongst active Caroo members. This leader will lead a small (but growing) team while also creating and implementing processes for account handoffs, quarterly business reviews, and annual renewal sales motions. At Caroo, Customer Success is a revenue-producing function so this leader will strive to meet and exceed revenue and account retention targets.

Working closely with stakeholders in Operations, Technology, and Sales, this leader should be comfortable leading cross-departmentally and will be responsible for all aspects of account retention, upsell, and NPS.

What You’ll Do:

• Develop account management playbook for an evolving tech-enabled product and growing membership base
• Collaborate with sales leadership to design account handoff processes
• Design and implement account tiers, ensuring each account is served efficiently and effectively based on size
• Hire, train, and retain a team of account managers
• Implement and maintain account management compensation structures designed to drive behavior in line with business goals

Who You Are:

• Bachelor’s degree
• 2+ years managing individual contributors in customer success or account management
• 2+ years owning and managing revenue and/or retention targets
• Outstanding communication skills: You take time to know your audience, understand their needs, and present your ideas and questions clearly, thoughtfully, and quickly. You also embrace the idea of radical candor—feedback is a lynchpin in our team dynamic.
• Experience with Salesforce
• Comfort with the uncomfortable: You don’t shy away from the big problems and complexities. You are enthusiastic and passionate about connecting the best better-for-you brands with the right audience nationwide, and vice versa.
• Project management: You can manage various different projects and campaigns while staying on-track with deliverables and communications.
• Gratitude attitude: You recognize the amazing opportunity we have to work with the best brands and help them become better, all the while working here at this special place we call SnackNation.