Director of Customer Success

Job Description

iVueit is an innovative technology company that has developed a revolutionary platform for multi-site portfolio management in real-time. The iVueit platform provides a comprehensive solution to help companies streamline and optimize their collection of photo & survey insights, while providing a secure and reliable platform to store and manage data. The platform allows businesses to quickly access and analyze past & current conditions, providing full proof transparency between client and vendor. With iVueit, companies are able to make more informed decisions, reduce costs, drive compliance, free up resources, and improve overall efficiency. iVueit’s has been recognized by Inc as one of “America Fastest Growing Companies” 3 years in a row.

iVueit is headquartered in Columbus, OH and we are a team of overachievers who excel in execution, collaboration, and problem solving. We value your work, encourage life-long learning, foster a supportive culture, offer great benefits, and a casual environment.

About the Role

We are looking for a highly motivated Customer Success leader with a growth mindset to help lead and coach our team of National Account Managers and Coordinators supporting our Strategic segment with our highest value customers. You will help improve every facet of the team: coaching to up-level customer engagements, create and refine team- and company-wide processes, spearheading growth initiatives, and driving retention and account health. You will work cross-functionally with Sales, Marketing, Engineering, and Vuer Support to make sure we are doing everything possible to retain and grow some of our largest customer relationships as we transform into a multi-product company in 2025. Ultimately, you and your team will be responsible for driving consultative experiences, partnerships for iVueit’s top Strategic customers in order to reduce churn and contribute to expansion growth.

What You'll Accomplish

Lead and scale a team consisting of National Account Managers and Coordinators who support our existing Client segment

Manage, hire, and develop a team of National Account Managers who have deep industry experience with the aim of maximizing customer retention and happiness in our existing Client segment

Partner with Sales 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

Your Expertise

Excelled in a CS/NAM leadership role (preferably at a software company or startup)

10+ years prior leadership experience in Customer Success/National Accounts

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 quickly to changing demands. Experience scaling teams and processes

Extremely personable: excited to coach and develop employees internally and work closely with customers externally

Data driven decision maker with a strong focus on execution

Extremely detail oriented and organized

What we will provide

A great compensation plan, this is a salary plus commission position.

A positive and supportive work environment enabling you to develop your skills, collaborate with other professionals, and invest in others.

A work community that strives to take great care of you through benefits like health insurance, dental, vision, 401k, PTO, and others.

A corporate philosophy that emphasizes work/life balance.

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Full-time