Who we are:

ChartHop is transforming the way companies manage and support their people. By consolidating people data into one employee-centric platform to visualize, discover, and act on insights, ChartHop creates more informed, empowered, and connected organizations. From executives to individual contributors to every employee in between, ChartHop is designed for everyone in the organization.ChartHop plays well with dozens of platforms through robust integrations across the HR tech stack, and serves companies like 1Password, BetterCloud, and Starburst. Founded in 2019 by Ian White, ChartHop is backed by Andreessen Horowitz. Visit ChartHop.com to learn more and follow ChartHop on Twitter and LinkedIn.

We're looking for skilled and motivated people to join our team! Do you want to help companies unleash the power of their people data to plan effectively and with intention? Do you have what it takes to envision the future of work, and then to take us there? Join us!

Senior Director, Customer Success

We're looking for a Senior Director of Customer Success, to define our customer success principles and best practices as we win new business. Reporting to the Vice President of Customer Experience, the leader is responsible for developing strategies to maximize customer retention and growth. Partner with our Sales, Marketing, Support, and Engineering teams as we design, build, and implement solutions to help organizations of all shapes and sizes operate and scale more effectively.

We will measure your success through:

• Gross Retention
• Net Retention
• Upsells and Expansions
• Product Adoption
• Customer Portfolio Health Score

As a Senior Director, Customer Success you will:

• Grow, develop and scale a 20 person world-class customer success team.
• Build clear structure, processes and playbooks that enable CSMs to successfully drive business value specific to a customer & their use-cases.
• Partner closely with the other CX Leads to create a seamless customer journey from implementation through renewal.
• Partner closely with the product organization to improve ChartHop's current solution and highlight new business opportunities.
• Collaborate with sales to identify ideal customer profiles and consistently build a seamless handoff process
• Build our Enterprise practice including regular Business Reviews, creating external executive level relationships and internal executive sponsorship.
• Partner with marketing to develop customer case studies, testimonials, and messaging
• Drive strategic recommendations and best practices to help customer organizations succeed using ChartHop
• Ensure our new customers are set up for a long and successful relationship with ChartHop that drives measurable business value
• Be the voice for customers internally at ChartHop - proactively communicate customer stories, insights, value props, and feedback to help everyone at our company get better
• Ensure every customer is fully utilizing the product; minimize churn risk
• Build positive customer relationships with executive stakeholders at key customers
• Be a face of ChartHop for our growing customer base - represent our company values and culture externally

Requirements:

• Executive experience in a Customer Success or Account management role in the SaaS space
• Experience owning customer relationships, including commercial aspects
• Experience in growing, maturing and managing Customer Success teams
• Experience with in all aspects of the customer journey for Enterprise Saas products, including implementation, project management, and stakeholder management
• Lead with inclusive principles to continuing to create a culture of belonging
• Early stage startup experience (nice to have

Unsure if you meet the qualifications? We seek to continue to grow an inclusive and representative team that will enhance our perspectives, skill sets, background and behaviors.

We encourage Customer Success Leaders who are passionate about this work to apply!

Our Core Values:

We're building ChartHop to be the best People Software on the planet and that starts with hiring the best people globally. We're building an inclusive culture we're looking for people who embrace our core values:

• Fast: Move with intentional speed.
• Inclusive: Welcome our differences.
• Transparent: Trust, collaborate, share.
• Optimistic: Dream big, think practically.

Perks and Benefits:

• Inclusive Benefits and Perks for all humans(Medical, Dental, Vision, Life Insurance, LTD, STD
• Mental Health Benefits
• Fertility Benefits
• Work from home supplies stipend
• Professional development stipend
• 20 Vacation days
• Flex Fridays
• 401K
• Parental leave
• Pet insurance
• Mental Health benefits
• Many more

Salary range - $175K- $200K base plus bonus and equity

Please note, our salary ranges are based on current market data. Should you feel strongly that we are not in line, we highly recommend you to reach out and let us know. We are always looking to improve on building the best place for employees!

ChartHop is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by applicable law.