Director, Customer Success (East) at Attentive

United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Marketing Technology, SaaSIndustries

Requirements

Excelled in a CS/AM role (preferably at a marketing/software company or startup)
7-10+ years prior leadership experience
A natural leader and passionate coach who inspires his/her team to elevate performance
Strong entrepreneurial mindset: self-motivated to work independently on tight timelines to achieve ambitious goals
A growth mindset with a bias for action and openness to challenge the status quo
People-focused leader with proven ability to build creative, collaborative teams, develop people, and link performance to overall business objectives
Team player with track record of partnering with Sales, Renewals, Professional Services and other cross-functional stakeholders to deliver results
Ability to thrive in a high growth, fast paced environment and adapt

Responsibilities

Lead and scale a team of 25 CSMs and managers who support our Strategic customer segment, managing $180M ARR
Manage, hire, and develop a team of Customer Success Managers who have deep industry experience with the aim of maximizing customer retention and happiness in our Strategic segment
Partner with regional Sales, Renewals, and Professional Services leadership to deliver exceptional post-sale experience and outcomes for customers
Design and drive strategic improvements to scale processes, services, and systems to enable the team to exceed adoption, retention, and growth objectives
Implement new processes and operations vital to scaling the team and executing on results
Be a thought leader and establish executive relationships with key customers to ensure we are multi-threaded
Create a culture of accountability and execution through data driven strategies
Work with the internal executive team (CEO, Head of Product, VPs of CS, Sales, Marketing, Design) to translate customer feedback into specific product requirements

Skills

Key technologies and capabilities for this role

Customer SuccessLeadershipCoachingAccount ManagementRetentionChurn ReductionCross-Functional CollaborationSMS MarketingEmail MarketingGrowth Initiatives

Questions & Answers

Common questions about this position

What team size will the Director, Customer Success (East) be leading?

You will lead and scale a team of 25 CSMs and managers who support the Strategic customer segment, managing $180M ARR.

Is this a remote position or does it require being on the East Coast?

This information is not specified in the job description.

What are the key responsibilities of this role?

The role involves leading and coaching a team of CSMs and managers, improving customer engagements, refining processes, driving retention and growth, and working cross-functionally with Sales, Product, and other teams.

What is the compensation or salary for this position?

This information is not specified in the job description.

What makes a strong candidate for this Director role?

A highly motivated leader with a growth mindset, experience managing Customer Success teams, ability to coach managers and CSMs, drive processes and growth initiatives, and build executive customer relationships is ideal.

Attentive

Personalized SMS marketing solutions for businesses

About Attentive

Attentive provides personalized SMS marketing solutions that help eCommerce businesses and direct-to-consumer (DTC) brands engage their customers through targeted text messaging. The platform uses APIs and webhooks to allow businesses to easily create and manage custom SMS campaigns. Unlike its competitors, Attentive operates on a subscription-based model, offering various features and premium customization options, which helps clients increase customer engagement and sales. The company's goal is to enhance customer relationships and drive revenue growth through effective communication.

Hoboken, New JerseyHeadquarters

2016Year Founded

$839.5MTotal Funding

SERIES_ECompany Stage

Data & Analytics, Consulting, Consumer SoftwareIndustries

1,001-5,000Employees

Benefits

Generous PTO

Medical, Dental, & Vision Insurance

Daily Lunch Delivery Credit

Equity

Remote Work & Wellness Benefits

Company-Wide Events & Employee-Led Activities

Risks

Competition from Textla could erode Attentive's market share in SMS marketing.

Over-reliance on AI may lead to data privacy concerns and regulatory scrutiny.

Dependency on third-party integrations like ParTech poses risks if partnerships dissolve.

Differentiation

Attentive leads in AI-driven SMS marketing with hyper-personalized messaging solutions.

The company offers seamless integration with APIs and webhooks for efficient communication.

Attentive's subscription model ensures steady revenue with premium add-ons for customization.

Upsides

Attentive saw 128% revenue growth in the UK, highlighting demand for AI solutions.

Partnership with ParTech enhances restaurant loyalty programs, boosting customer retention.

Attentive's AI Journeys and AI Pro offer unique one-to-one marketing, differentiating them.

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