Director of Customer Success

Bounce Exchange is bad ass. Computer World ranked us as the #1 tech company to work for in the United States in terms of employee retention and career development. Crain's and Internet Week agreed and ranked us in their respective groups of the top places to work for in NYC.

Due to our insane growth, we are now looking for a Director of Customer Success to manage a team of six to eight high-performing account managers to help drive strategy and grow relationships with our customers. This role requires a consultative and holistic approach to the customer lifecycle, including providing guidance and leadership through the onboarding process, ability to consistently communicate our value, and early identification and resolution of at-risk customers. You will also be leading strategic initiatives aimed at maximizing adoption, retention, and overall customer lifetime value for some of the largest brands in the world.

* Manage team of high-performing Account Managers * Hire and onboard new team members who will quickly become strong individual contributors * Own the ultimate success of our customers, including initial onboarding, product adoption, retention, and growth * Ensure that customers derive maximum value from their investments with us and fully leverage our products on an ongoing basis * Develop a trusted advisor relationship with key customer stakeholders and executive sponsors to fully understand customer's business strategy and measurements for success * Serve as customer advocate internally while effectively collaborating with internal, cross-functional teams including product management, sales, QA, and engineering

We believe that successful software, product delivery and performance require a different level of account management which becomes an extension of a client’s internal team. Therefore, the ideal candidate is a strong leader and industry expert who has a proven track record of success both in managing their own enterprise client base as well as growing and managing a team. * Minimum of 5+ years of SaaS customer success or account management experience, preferably at a marketing technology company * Minimum of 2+ years managing customer success or account management teams * Strong leadership capability with proven experience building and managing dynamic, collaborative, and high performing teams * Experience managing and negotiating with Fortune 1000 companies and their agencies * Technical competence and understanding of marketing technology software * Detail-oriented with the ability to set priorities and be flexible in a changing environment * Excellent written, communication and presentation skills * Entrepreneurial spirit with a passion for the marketing technology space