Director, Customer Success
HireVue, United States
Job Description
Why HireVue?
HireVue is transforming the way companies discover, hire, and develop the best talent by combining the power of video, games, and AI for better hiring decisions.
We are relentlessly focused on developing fair and objective hiring solutions to help our customers and their candidates, and we embrace this same focus of fair and objective hiring when we hire for our own team, striving to build a diverse and inclusive culture based on a foundation of respect and inclusion.
HireVue is available worldwide in over 30 languages and has hosted more than 14 million on-demand interviews and one million assessments. Its more than 700 customers worldwide including over one-third of the Fortune 100 and leading brands such as Unilever, JP Morgan Chase, Delta Air Lines, Vodafone, Carnival Cruise Line, and Goldman Sachs.
Who are we looking for?
HireVue is looking for a Customer Success Director with strong leadership skills, development, and relationship skills to work as part of the HireVue team, reporting to the Vice President of Customer Success. The Director will work as part of a HireVue team on leading 5-8 Client Success Directors, lead process improvement projects, and contribute to the overall retention numbers for HireVue.
What will you be doing?
The Director for Customer Success is responsible for leading a team that is in charge of owning and driving the adoption and success of HireVue for our customers. This role includes leading a team of Customer Success Directors including hiring and onboarding, support for customer escalations amp; renewals negotiation, thought leadership and out of the box thinking to drive value and increase adoption for our customers, strong people management skills, strong collaborative skills for both internal and external team alignment, and a passion for delighting our customers.
Key Duties and Responsibilities
Drive Customer Success Outcomes with your team
- Increase renewal rates and reduce churn
- Work with Sales to expand our revenue in accounts through cross-sell and up-sell
- Influence future lifetime value through higher product adoption, customer satisfaction and overall health
Work with peers and leadership to Optimize Customer Journey
- Standardize activities for CSDs for each point in journey
- Review and enhance segmentation of customer base regularly
- Identify opportunities for continuous improvement
- Learn from best practices in industry
Manage Customer Success Activities for your team
- Onboarding
- Training
- Renewals
- Cross-sell / Up-sell
- Advocacy
Requirements
- 5+ years experience in leading a team in a customer-facing, SaaS organization
- Experience in HR space, preferably talent acquisition and the technologies which support it
- Ability to manage influence through persuasion, negotiation, and consensus building
- Ideally combined background of post-sale and sales experience
- Strong empathy for customers AND passion for revenue and growth
- Deep understanding of value drivers in recurring revenue business models
- Analytical and process-oriented mindset
- Demonstrated desire for continuous learning and improvement
- Enthusiastic and creative leader with the ability to inspire others
- Excellent communication and presentation skills
- Relevant Bachelor’s degree; preference for computer science or related degrees
Benefits
HireVue is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law. HireVue is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.