Director of Customer Success
Regal
Customer Service, Sales & Business Development
New York, NY, USA
Posted on Oct 18, 2024
ABOUT US:
Regal.ai empowers businesses to add a personal touch in an increasingly digital world. We help brands understand real-time customer intent signals, and perfect customer interactions with a blend of Regal AI Agents and their human agents.
Our founders, Alex Levin and Rebecca Greene helped build Angi (Angie’s List, HomeAdvisor and Handy) to over $1.5B in revenue, and the rest of our team is made up of customer-obsessed, fun and hardworking team members across product, engineering, marketing, sales and more! We are based in New York City.
We share common set of values that we look for in every new hire:
*Customers are royalty
*Data beats opinion
*Fast-paced execution wins
*Growth mindset
*Enjoy the journey
Come join us as we create a category-defining company, and follow Regal's company page on LinkedIn to stay up-to-date on our journey and current job openings!
As the Director of Customer Success, you will lead and manage the Customer Success team, driving performance and growth while ensuring the success and satisfaction of our customers. You will be responsible for key business metrics like NDR, guiding and coaching the team in developing essential skills like stakeholder engagement and strategic account management. In this role, you’ll have the opportunity to shape how we support and partner with customers, developing a forward-looking strategy that drives long-term success and strengthens our customer relationships.
RESPONSIBILITIES:
- Lead and develop the Customer Success team to achieve revenue goals, foster a culture of accountability, and ensure continuous skill development across areas like account management, stakeholder management, and customer engagement.
- Own and drive key business metrics, including net dollar retention (NDR) and Net Promoter Score (NPS), aligning these with overall business goals.
- Develop and implement scalable customer success strategies that enhance customer satisfaction, ensure successful onboarding, and drive product adoption and long-term growth.
- Lead and participate in key customer meetings such as Quarterly Business Reviews (QBRs), establishing alignment on customer goals, identifying opportunities for growth, and strengthening strategic relationships through onsite engagement.
- Analyze and report on customer success metrics to leadership, providing insights on customer trends, engagement levels, and opportunities for process improvements.
- Establish and optimize internal processes and tools that enable the CS team to manage customer relationships efficiently, track customer health, and proactively identify growth opportunities or potential churn risks.
- Foster strong relationships with key customer stakeholders, acting as an escalation point for complex issues while ensuring timely resolution and maintaining long-term satisfaction.
ABOUT YOU:
- 8-10+ years of B2B SaaS experience in customer-facing roles, such as Customer Success, Account Management or Program Management, with a strong track record of managing customer relationships to drive revenue growth.
- Must have 2+ years of experience managing high performing CSM teams in a SaaS environment.
- Experience in establishing and growing senior-level client relationships (CMO, CEO, SVP, VP etc.)
- Very comfortable in managing up, and representing your point of view to senior management in reviews and strategy sessions.
- Presents very organized and structured thinking for planning and execution purposes.
- Strong ability to anticipate issues and communicate effectively with internal and external stakeholders.
- Good at managing multiple workstreams including all aspects of customer engagements and communicating clearly the implications to key customer team stakeholders.
CORE COMPETENCIES:
- Right Attitude - to succeed you should be strongly self-motivated, methodical, tenacious, and very coachable. Must have can-do attitude (no entitlement)
- Clear communicator - Speak and write eloquently
- Desire to Learn - High level of intellectual curiosity. You see opportunity and growth in learning new technology, systems and business areas
- Culture - Stronger fit exists with those who have experience working with enterprise companies and understand the hands-on culture of a smaller customer success team
BENEFITS & PERKS:
- Competitive compensation packages, including early stage equity
- 401k plan
- Flexible PTO & 11 paid holidays
- Medical, dental, vision insurance (80% covered by Regal for individuals and all dependents!)
- Paid parental leave
- Growth Mindset learning and development stipend
- In-office breakfast and snacks daily
- Happy hours, team outings, & annual off-sites
- Pre-tax commuter benefits
- Complete laptop workstation
- & more!
POSITION LOCATION & OFFICE DETAILS:
This position is only available in New York City (HQ- NoMad). Hybrid roles are required in office T/W/TH and office optional M/F. Covid vaccination policy in place.