Director, Customer Success

Philadelphia, Pennsylvania, United States | Full-time

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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’ll be responsible for managing, building and evolving the Customer Success team. 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. The responsibilities for the role are centered around Customer Success activities including: on-boarding, adoption, advocacy and retention. 

A Day in the Life…

  • Manage and coach the Customer Success team through shadowing calls, reviewing ticket quality, developing individual skills, removing roadblocks, prioritizing tasks, etc
  • Ensure a red carpet experience throughout the customer lifecycle that delivers high product adoption, usage, and overall satisfaction
  • Represent our customers internally, leading strategic initiatives aimed at maximizing adoption and lifetime value
  • Analyze and report on the Customer Success Team’s performance, customer health, customer retention, expansion, and satisfaction KPIs
  • Work closely with cross-functional teams like Marketing, Product, and Sales to communicate product issues, feature requests and overall customer sentiment
  • Develop training programs and playbooks for CSAs, AMs, and Onboarders which improve the customer experience, support retention, enable growth and drive increased efficiency of processes
  • Forecast and anticipate customer ticket volume to ensure proper team coverage and high customer satisfaction
  • Act as a trusted advisor, subject matter expert and point of escalation for your team and Wodify’s customers
  • Proactively collaborate with our development and product team to test new features and enhancements
  • From time to time, must be comfortable getting "in the weeds" to support customer ticket volume
  • Recruit, mentor, groom and inspire a world-class team 

Knowledge, Skills & Abilities

  • 8+ years experience in customer success management with direct reports
  • 5+ years managing direct reports
  • 3+ years experience in a B2B SaaS company
  • Experience working in a startup environment preferred
  • Proven passion for understanding the customer and creating a company culture that supports a positive customer experience
  • Demonstrated experience as a creative problem solver that looks for new solutions versus the status quo
  • Dynamic leadership skills with the ability to take on opportunities for growth and inspire others to do the same
  • Experience with software such as: JIRA, Zendesk, MaestroQA, Salesforce, and Pendo. 
  • Ability to convey technical concepts to a general audience
  • Possess solid research and business analysis skills
  • Must be comfortable with ambiguity and adaptable to a fast-changing environment
  • Excellent project management, time management, and communication skills
  • Experience developing and implementing scalable customer support processes and systems
  • Are able 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

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, Health and Wellness Days and Holiday Calendar
  • Team, social and philanthropy events
  • Weekly healthy meal delivery, subsidized by the company 
  • Beautiful office fully stocked with coffee, snacks, and wine on tap

Relocation and Visa sponsorship is not available for this position. 

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