Director of Customer Success

Philadelphia, Pennsylvania, United States Full-time

Do you want to join a fast-growing, profitable company that has moved beyond start-up to become a recognized leader in our space? Wodify is on the cutting edge of gym management software with products empowering gyms, members, and coaches around the globe. Connecting the world to the future of fitness is the vision pushing us to cultivate beautiful yet simple software experiences with our product suite — Wodify Core, Wodify Arena, and Wodify Rise. To date, we’ve connected two million people and 4,500 gyms in 90 countries.

As the Director of Customer Success at Wodify, you join our team to lead the next evolution of our relationships with our customers. Expanding our service offerings to our customers is a core initiative of the business in 2019 and you’ll get to lead the charge. You know what it takes to provide customers with an amazing experience and how to coach others to do the same. The ideal candidate is professional, driven, has excellent communication skills and is constantly looking for ways to take customer experience to the next level.


A Day in the Life:

  • Drive customer success outcomes such as increased renewal rates and reduced churn
  • Expand existing customer account value through cross-sell and up-sell
  • Identify risks to renewals with our clients on an ongoing basis and collaborate with internal teams to remediate client concerns, including managing escalation process to execs
  • Begin measuring NPS, implement internal feedback and improvement programs
  • Measure and improve key performance metrics like customer satisfaction, renewal rate, upsell/cross-sells lead identification, reference-ability, renewal likelihood, adoption, consumption, and customer engagement
  • Gain deep understanding of typical business challenges faced by our customers and explain how to solve for those challenges in the Wodify platform
  • Find ways for Account Managers to understand our customers objectives and become their trusted advisor, including helping our customers connect with other service providers outside of the Wodify platform
  • Work with other departments including Product, Sales, Data and Marketing to continuously improve the customer experience
  • Recruit, mentor, groom and inspire a world-class team 

Knowledge, Skills & Abilities:

  • 3+ years experience leading customer-facing teams
  • Prior experience in a fast-growing B2B SaaS environment
  • Strong empathy for customers with equal passion for revenue and growth
  • Analytical and process-oriented mindset
  • Passionate, empathetic, and culture focused leader of people
  • Exceptional communication and presentation skills
  • Relevant bachelor’s degree or relevant experience with keen technical aptitude
  • Strong customer support acumen with demonstrated ability to grow and scale a high-performing success team
  • Experience developing and implementing scalable customer support processes and systems
  • Ability to operate with a high degree of autonomy in ambiguous settings. Your job will be different on any given day, but you'll have to roll with the punches, and more importantly, roll up your sleeves when duty calls
  • Use both quantitative and qualitative data sources to drive decisions and successfully generate results
  • Expertise in customer experience with a proven record of developing customer facing strategies to drive customer satisfaction, retention, and growth

Education & Training:

  • Bachelor’s Degree or equivalent

Benefits:

  • Competitive salary and equity plan
  • Medical, Vision and Dental Insurance plus company-paid disability and life insurance
  • 401(k) plan and FSA
  • Generous PTO and Holiday Calendar
  • Team, social and philanthropy events
  • Weekly healthy meal delivery, subsidized by the company
  • Gym reimbursement and commuter benefits
  • Beautiful office fully stocked with coffee, snacks, and wine on tap

The Application Process:

  1. Fill out the online application form
  2. Look out for an email from us about submiting a video application (here's why we do video applications) and taking a quick wonderlic style test
  3. Have a quick phone call with our HR Manager 
  4. Come to our office for in person interviews with the team
  5. If we think you're a fit, we'll make an offer

 #LI-POST

Apply for this opening at http://wodify.recruiterbox.com/jobs/fk0fimx?apply=true