Director of Customer Success

We’re on a mission to simplify the everyday lives of consumers. We believe post-purchase is a critical phase of the customer journey. That’s why we created Narvar – a platform focused on driving customer loyalty through seamless post-purchase experiences that allow retailers to retain, engage, and delight customers. If you’ve ever bought something online, there’s a good chance you’ve used our platform!

From the hottest new direct-to-consumer companies to retail’s most renowned brands, Narvar works with Glossier, Sephora, Crate and Barrel, Neiman Marcus, Sonos, and 800+ other brands. With offices in San Francisco, London, and Bangalore, together we’ve served over 306 million consumers worldwide across 5 billion interactions, 38 countries, and 50 languages.

Pioneering the post-purchase movement means navigating into the unknown. Our team thrives on this sense of adventure while nurturing a mindset of innovation. We’re a home for big hearts and we leave our egos at the door. We work hard but we always make time to celebrate professional wins, baby showers, birthday parties, and everything in between.

the role
We’re looking for a strong leader to drive the Customer Success organization’s strategic direction and operational execution. As a Director of Customer Success, you will gather insights to identify ways to optimize each step in the customer lifecycle and drive a strong return on investment for our clients. You’ll help ensure clarity in strategy, organizational design, and operational execution for the CSM org. You’ ll need to both roll up your sleeves to lead interactions with our customers, but also think strategically about improving processes for customer onboarding, training and ongoing engagement. The ideal candidate will need to have a strong mix of relationship management, analytical, and leadership development skills. This is a highly cross-functional role and you will collaborate with engineering, sales, and professional services teams to drive process, create solutions, and make Narvar a best-in-class customer success organization. This role reports to the Senior Director of Retail and Client Success and acts as a trusted partner in the organization.

what you’ll do
Lead the operationalization of the Customer Success organization, using data and analytics to improve team and customer efficiencies, and identify and fill areas of opportunity
Build and drive programs to measure customer health, account load balancing, renewal forecasting and supporting other core business functions
Manage a team of Customer Success Managers and empower them to deliver excellent client experiences that drive strong renewals, retention and adoption
Optimize the end-to-end customer lifecycle
Collaborate with the Sales and Operations leadership team to forecast renewal and revenue pipeline
Implement a clearly defined success plan to expand product adoption and grow relationships
Measure the effectiveness of Customer Success programs through metrics and operational reviews
Promote a customer-centric mindset across the company and align initiatives across cross-functional teams
what we’re looking for
You have 8+ years experience leading a team of CSMs or Retail Industry Consultants who work with enterprise clients
You have 10+ years of client-facing experience in retail consulting, customer success management, or similar roles
You have executive-level interpersonal, project management, and communication skills
You’ve scaled a team in a fast growing B2B SaaS company or other similar organization
You have experience in, and the desire to, dig into data to uncover business insights and drive decision making
You have a deep understanding of the customer journey and how to define and measure success in SaaS
You have experience in operationalizing Customer Success through analytic driven programs, systems and playbooks
You’ve worked with enterprise accounts to identify and tackle challenging business problems
You’re comfortable in a fast-paced environment
You have a BA/BS, MBA is a plus
Experience using Salesforce, Gainsight, or other customer relationship management solutions is a plus
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.