Senior Director of Customer Experience and Growth
hace 21 horas
Company Overview: Lodgify is a fast-growing company leading the vacation rental industry with innovative software. We empower property owners and managers to efficiently manage and market their rental businesses online.
Salary: We offer a competitive salary, estimated at $120,000 per year, depending on experience and qualifications.
Job Description
We are seeking a Senior Director of Customer Experience and Growth to lead and scale our Customer Success department. As a key member of the management team, you will develop and execute strategies that drive customer engagement, retention, and growth.
Key Responsibilities:
- Create and implement a comprehensive customer success strategy aligned with Lodgify's business goals and objectives.
- Define key metrics and KPIs to measure the effectiveness of the customer success function and drive improvements in customer satisfaction, retention, and growth.
- Build, lead, and mentor a high-performing Customer Success team, including Customer Success Managers, Onboarding Specialists, and Support Agents.
- Foster a customer-centric culture within the team, ensuring a proactive and solution-oriented approach to customer interactions.
- Manage remote teams, ensuring they stay motivated and cohesive, maintaining engagement across diverse locations, and utilizing virtual collaboration tools to keep the team aligned and focused on achieving shared objectives.
- Develop and implement customer retention programs to minimize churn and enhance customer loyalty.
- Identify opportunities for upselling and cross-selling additional products and services to existing customers.
- Serve as the voice of the customer within the company, advocating for customer needs and feedback in product development, marketing, and sales strategies.
- Build strong relationships with key customers and stakeholders, ensuring a high level of engagement and satisfaction.
- Manage the transition to AI and optimize customer success processes and workflows to enhance efficiency and scalability.
- Collaborate closely with Sales, Marketing, Product, and Engineering teams to ensure a seamless customer experience from onboarding through ongoing support.
- Provide insights and feedback to the Product team to drive continuous improvement and innovation based on customer feedback and usage patterns.
- Utilize data and analytics to gain insights into customer behavior, identify trends, and drive strategic decision-making.
Benefits
Lodgify offers a dynamic and international work environment, a competitive salary, and excellent benefits, including health insurance, retirement plans, and paid time off.
Requirements
To succeed in this role, you should have:
- A proven track record of driving customer success and growth in a leadership role.
- Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, stakeholders, and team members.
- Strong analytical and problem-solving skills, with the ability to utilize data and analytics to drive strategic decision-making.
- A customer-centric mindset, with a focus on delivering exceptional customer experiences.
- The ability to collaborate effectively with cross-functional teams, including Sales, Marketing, Product, and Engineering.
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