Director of Customer Success


We are actively seeking candidates for this role. Target start date Late 2018.

 

The Role

Our business model is typical for software such that all our customers pay us on a recurring basis. As a result, the ongoing success and engagement of our customers is paramount to the long term success and growth of Bridge. We are seeking an experienced professional to manage and grow our Success Team in addition to executing themselves within the team. This individual will be responsible for the customer journey starting from point of closed sale. A smooth onboarding and positive adoption period is crucial for maximum efficiency in revenue generation and makes the ongoing servicing of customers all the easier. The Director will work closely with the CoFounder/CEO to define and achieve excellence in customer outcomes. Their team will serve as the frontlines for customer management, including onboarding, management of service tickets, proactive outreach, bug reporting and escalation, and customer advocacy in product development. Given the high degree of responsibity, this individual will have a great deal of freedom and ownership defining customer segments and corresponding strategies.

 

Key Traits, Skills, and Experience:

  • Support oriented individual

  • 3-6 years in customer success, service, or management

  • 1-2 years of managing direct reports

  • Proven track record of segmenting, tracking, and driving down churn while increasing NPS

  • Ability to map client journey, identify key friction/focus points

  • Zero hesitance to get their hands dirty

  • Data & process oriented individual balanced against mindset of continuous improvement/learning (read:not afraid of creating structure, but not a slave to process)

  • Experience with ticketing and customer management technology (e.g. Zendesk)

  • Strong preference for Saas experience, particular early stage startups (Seed to Pre-Series B)

  • Exposure to FinTech/Financial services a plus, but not required.

 

What you’ll get:

  • Relentless support from the founding team

  • Budget to scale the team as the customer base grows

  • High degree of autonomy around execution

  • Highly competitive comp package including...

    • Generous base salary

    • Metric driven performance bonus

    • Equity ownership

    • Full benefits with flexible vacation policy

  • Trusting, engaged, and energetic team

 

Interested candidates should email their resume and cover letter to rasheed@bridgeft.com. To learn more about Bridge, visit our website (www.bridgeft.com) or reach out to a team member!