Director of Customer Success
paytronizSalary not specified
- Full Time
- Senior (5 to 8 years)
Not SpecifiedCompensation
Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
Customer Experience, Software/TechnologyIndustries
Requirements
The ideal candidate should possess a strong understanding of customer success principles and best practices, with a demonstrated ability to lead and develop high-performing teams. Experience in a SaaS or technology company, particularly within the media or content creation space, is highly desirable. A strategic mindset and a passion for delivering exceptional customer experiences are essential.
Responsibilities
As the Director of Customer Experience, you will be accountable for owning the customer journey end-to-end, optimizing engagement strategies, driving measurable outcomes through scalable programs, and ensuring customer delight and exceptional Customer Satisfaction Scores (CSAT). You will refine retention, monitor and impact Gross Retention Rate (GRR) and Net Revenue Retention (NRR), collaborate with various teams to enhance the customer-facing experience, build internal infrastructure, and establish a new function within Customer Success while directly executing high-impact programs that improve the customer experience.
Skills
Customer Success
Customer Journey
Data Analysis
Customer Feedback
Communication
Collaboration
Strategic Thinking
Problem-Solving
Retention Metrics
Customer Satisfaction (CSAT)
Cross-functional Collaboration
Customer Health
Value Realization
Chartbeat
Real-time analytics for digital publishers
About Chartbeat
Chartbeat provides real-time analytics specifically designed for digital publishers, including news organizations and magazines. Its platform allows clients to access data on how readers engage with their content, such as page views, scroll depth, and time spent on articles. This information helps publishers understand their audience better and make informed decisions to enhance reader engagement and loyalty. Unlike many competitors, Chartbeat focuses solely on the media and publishing sector, tailoring its services to meet the unique needs of content-driven websites. The company's goal is to empower publishers to optimize their content strategies and grow their audience through actionable insights.
Key Metrics
New York City, New YorkHeadquarters
2009Year Founded
$38MTotal Funding
LATE_VCCompany Stage
Data & Analytics, Consumer SoftwareIndustries
51-200Employees