United States onlyHow? By improving the technical interviewing experience with tools that allow for standardization and consistency, while reducing bias and increasing equality of opportunity.
What will the Director of Customer Success at CoderPad do?
As our Customer Success leader, you'll be focused on ensuring our customers are finding value with our CoderPad products, drive customer retention and expansion, and lead our team of CSMs globally. From designing our playbooks, processes and strategies, to establishing relationships with customers and inside CoderPad, owning net dollar retention performance, as well as creating smooth onboarding and renewal experiences, this is a key role in the company's growth and revenue. This role reports directly to the CEO and will be managing a team based in the US and EMEA and will be expected to have overlapping hours with the team. (Strong preference for East Coast hours)
Responsibilities
- Manage and create strategy to improve key metrics: ensure strong net dollar retention while minimizing churn
- Develop systematic approach to optimization of customer value delivery, renewal, retention, and expansion
- Create and implement playbooks for managing accounts, proving value, ensuring feature adoption and driving customer expansions in alignment with Strategic AE team
- Manage a global, remote team of 4 current CSMs while serving on the executive leadership team as a critical voice of the customer and business owner
- Partner with Strategic AE team to account map and increase relationship depth at our largest customers and drive expansions
- Report on and track customer success revenue performance as well as customer usage and product adoption
- Partner with sales, marketing, engineering and product to ensure strong communication on product and customer needs
Requirements
- 10+ years working in customer success or account management roles with at least 2 years at SaaS companies
- Startup experience - you've led in a scrappy environment (50 people) without a ton of infrastructure and are a self-starter
- Proven experience creating playbooks and driving results to improve NDR from 100% to 115% - you know what success looks like and how to make it happen and own the process
- People management experience is required - from growing a team of 1 to a team of 10+, including experience working with remote teams and global teams
- Quick learner, independent thinker, and decision-maker with a bias for action
- Team player who collaborates well at all levels of the organization
- Passion for data analysis and metrics – you talk in metrics and obsess over them regularly
- Obsession with customers – understanding them, listening to them, and best serving them
Research has shown that women and people of color are less likely than others to apply for a role if they do not meet 100% of the qualifications. Please know that we would still love to hear from you even if you feel you only are a 75% match. We promote a diverse and inclusive culture at CoderPad
Company Overview
CoderPad is on a mission to fix the technical interview process. We serve over 3,800 customers and have hosted more than 4 million technical interviews in 40+ programming languages since our launch in 2013.
Through its simplicity, speed and accuracy, CoderPad has become a leading interview platform for hiring teams that need a reliable solution to better evaluate technical candidates – and more fairly! It works like an IDE to emulate real-world scenarios and is easily personalized to specific team needs, ensuring a positive experience for both candidate and interviewer alike. That’s why top companies around the world, like Spotify, LinkedIn, and Lyft, rely on CoderPad to help them prioritize quality talent and scale their hiring efforts.
Benefits for You
We are a geographically distributed company. We entrust every team member – personally and professionally. If you enjoy working with a diverse group that truly values team collaboration, we are interested in hearing from you.
While the benefits outlined are geared towards permanent full-time US-based candidates, qualified candidates from other countries may be considered for this position. All of the benefits outlined below may not apply depending on an employee's country of residence and employment type, appropriate compensation and benefit would be offered. Candidates must have the permanent and unrestricted right to work in their country of residence without needing present or future sponsorship from the company.
* Meaningful work with high impact for a well-loved product
* Competitive, market-rate salaries
* Stock options with a 4-yr vesting schedule
* Medical, dental, and vision insurance (100% covered for employees; 90% for dependents)
* Flexible Spending Account (FSA)
* 401K with profit sharing
* Unlimited paid time off with an expectation of taking 3 weeks off annually in addition to 19 company holidays
* Choice of computer + in-home workstation setup
* Remote-friendly environment
* Parental leave (primary: 16 wks; secondary: 12 wks)
* Short- and long-term disability and life insurance coverage
* Internal mobility and growth opportunities
And more…
CoderPad is committed to hiring the best talent. All applicants will be considered for employment regardless of race, color, national origin, religion, age, gender identity, sexual orientation, or veteran or disability status. Our goal is to be a diverse team that represents a variety of backgrounds and perspectives and a culture where everyone feels included.
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