Max Retail enables the preservation and growth of the independent retail industry through its platform that easily and frictionlessly connects the supply of unsold inventory to a global network of demand. Max Retail will become the largest supply chain that holds zero inventory, integrated everywhere inventory is managed and sold.
As the Director of Customer Success your primary responsibility is to lead and manage the Customer Success Team, ensuring the delivery of exceptional customer experiences, retention, and growth. You will work closely with the team to develop and implement strategies that drive customer success, satisfaction, and loyalty. Additionally, you will play a crucial role in creating marketing campaigns and outreach, as well as leveraging HubSpot CRM expertise to improve processes, efficiencies, and automation within the customer success function. You will also be responsible for developing and continuously improving KPIs, managing new integration/feature launches, collaborating with the partner channels team, and ensuring the team meets their monthly KPIs and strategies.
What You'll Do:
- Lead, mentor, and develop a high-performing Customer Success Team (associates and Leads).
- Set clear goals, provide regular feedback, and conduct performance evaluations.
- Foster a positive and collaborative team culture focused on customer success and satisfaction.
- Oversee day-to-day customer account management activities, including churn management, engagement calls, and reactivations.
- Manage escalations and ensure timely resolution of customer issues and inquiries.
- Develop strategies to enhance customer relationships and drive customer loyalty and retention.
- Collaborate with the team to develop and execute monthly outreach plans to achieve KPIs and customer success goals.
- Develop strategies for low & top-performing accounts as well as potential sharks to drive increased growth, revenue, and customer satisfaction.
- Analyze customer data, feedback, and trends to identify opportunities for improvement and innovation.
- Create and execute marketing campaigns and outreach strategies to engage customers and drive growth.
- Collaborate with the marketing team to align messaging and initiatives with customer success objectives.
- Serve as the HubSpot CRM expert within the team, optimizing workflows, and automating processes to improve efficiency.
- Develop and implement automation strategies to streamline customer communication and engagement.
- Support new partner channel launches by acquiring the correct inventory and communicating the new launch to customers.
- Develop and implement strategies to ensure the team meets their monthly KPIs and strategies for customer success and growth.
- Monitor team performance and provide guidance and support to achieve targets.
- Develop and continuously improve KPIs to measure the team's performance and customer success outcomes.
- Manage and oversee new integration/feature launches, ensuring smooth implementation and adoption by customers.
- Track and analyze key customer success metrics, including churn rates and KPIs.
- Generate reports and present insights and recommendations to senior management on customer success performance, churn rates, and initiatives.
Who You Are:
● Highly Organized: Identifies problems and patterns with keen attention to detail.
● Strong Leadership: Supervises and leads teams effectively.
● Adaptable: Comfortable with ever-changing processes, including CRM workflows.
● Empathetic and Customer-Centric: Understands and prioritizes customer needs and experiences.
● KPI Driven: Sets and achieves goals, driven by key performance indicators.
● Communication Skills: Excellent verbal and written communication, adapts style to audience.
● CRM Expertise: Proficient in CRM optimization, automation, and improving efficiency.
● Passion for E-commerce: Enthusiastic about e-commerce and retail industries.
● Start-Up Mentality: Willing to wear multiple hats, proactive, and hands-on.
● Problem Solver: Focuses on process improvement and efficiency.
● Comfortable with Challenges: Steps out of the comfort zone to support the team effectively.
