Director of Customer Success

Responsibilities include, but not limited to :

• Lead from the front by fully understanding and being able to step into the job of each CSM when needed
• Lead a customer success group that is highly effective at carrying out ’s mission
• Manage a personal client portfolio of 20-30 clients
• Manage your team to achieve set GRR, NRR, and Customer Satisfaction goals
• Working closely with Boast’s Product team in order to enhance internal and external adoption of the platform
• Work closely with Boast’s Customer Delivery Team in order to create the best outcome for our clients
• Manage escalations within the CS team by following a methodical escalation process
• Improving the effectiveness of the CS team by developing and maintaining process
• Identify KPIs and metrics to measure team performance and manage your team to those goals and outcomes
• Work with CSM to enable their ability to upsell product to existing customers
• Implement effective performance management processes to maximize CS team member performance
• Develop team retention strategies to maximize eNPS and minimize employee turnover
• Collaborate with the business development team and product team to continually improve the customer journey
• Continue to strengthen a CSM team

Skills & Qualifications

• Lead and Inspire a high-performing team of 8+ direct reports in the R&D Tax space, with a focus on driving exceptional results and outstanding customer experiences
• Develop and leverage exceptional people management and coaching skills to motivate and empower team members to succeed and grow professionally
• Drive operational excellence through analytical thinking, process development and improvement, problem-solving, communication, delegation, and planning
• Display a strong management presence and leadership ability, with exceptional communication and interpersonal skills that inspire and motivate teams and stakeholders alike
• Demonstrate a passion for winning and delivering exceptional results, with an intense drive to become an expert in the R&D Tax space
• Exhibit flexibility and agility in responding to evolving business priorities and navigating ambiguity with ease
• Proven track record of effectively managing a team to upsell to clients and delivering positive outcomes
• Collaborate effectively across the organization and with external stakeholders to drive alignment and achieve shared objectives
• Willing and able to address escalated client issues with speed, urgency, and empathy.

Benefits of Joining Boast

• Highly competitive salary range
• Remote-first and flexible work culture that prioritizes work-life balance
• Open and transparent management structure that values collaboration and feedback from all team members, ensuring your voice is heard and your ideas are valued
• Comprehensive health benefits package, including medical, dental to ensure you and your family are well taken care of
• Stock options to align your interests with the company's success and benefit from its growth
• Continuous learning opportunities to promote personal and professional growth
• Generous vacation time, unlimited PTO.
30+ days ago