Overview

OpenCounter is seeking a Director of Customer Success to build a new department in the company as we expand from 50 to 500 government clients over the next several years. 

As the first member of the Customer Success team, the Director of Customer Success will help define what success means to our clients, and develop strategies to expand and deepen customer engagement, and reduce churn. 

This includes proactively engaging with customers to educate them on how to best get value from OpenCounter products and services, ensuring customer issues are escalated and resolved appropriately, and recommending additional products or tiers of service that will provide maximum value to our customers.

The role will collaborate closely with Sales, Marketing, Implementation, and Product, and will report directly to the CEO. 

As the first member of the Customer Success team, you will wear many hats. Eventually, you will hire and manage additional team members.

Responsibilities

• Goals

  • Increase product adoption, customer satisfaction, and overall health scores

  • Increase renewal rates and reduce churn

  • Expand revenue in accounts through cross-sell and up-sell

  • Drive new business growth through greater advocacy and reference-ability

• Strategic

  • Define KPIs for customer success in order to forecast adoption, expansion, and risk of churn

  • Refine our Customer Maturity Model (define the stages of customer maturity, and develop listening points and intervention points)

  • Refine our Customer Success Plan (develop success metrics and segmentation)

  • Define communication touchpoints with Accounts, Sales, Marketing, and Product

• Tactical

  • Monitor and manage customer success against stated KPIs, Customer Maturity Model, and Customer Success Plan

  • Educate customers on new features and functionality

  • Provide routine check-ins to summarize platform performance and usage, and ensure that customers are getting the most out of the software

  • Monitor staffing and political changes in our partner cities

  • Provide insights to Sales on opportunities for upsells and renewals

  • Provide insights to Marketing on opportunities for case studies and customer spotlights

  • Provide insights to Product on requested product features and customer feedback

  • Represent the voice of the customer internally to ensure that OpenCounter remains a highly customer-centric organization

Basic Qualifications

• 4+ years of customer-facing experience in customer success, account management, consulting or sales

Preferred Qualifications

• Experience working in or with public agencies (can include City, State Federal, Higher Ed and Public Health)

• Significant experience managing complexity and multiple stakeholders

• Excellent project management, time management and organizational skills

• Supervisory experience

Employment Details

Workplace

Open Counter is growing quickly as it transitions from a lean, bootstrapped startup into an autonomous business unit at a publicly-traded company. OpenCounter is fully remote, with offices and employment clusters in Boston and San Francisco and outposts in another four states. 

Training for this role will take place in both Boston and the SF Bay Area. Travel for this role will be dependent upon opportunities identified in tandem with the executive team and come quickly after initial training and onboarding activities are complete.  

We also hold bi-annual retreats for our team in rotating locations. The next team offsite is scheduled for Q1 of 2020,  which we would like you to attend. 

Reports to

Joel Mahoney - CEO 

Start Date

 This position opens on October 1, 2019.

Compensation

$100,000-$175,000 DOE

Benefits

OpenCounter offers Medical, Dental, and Vision insurance, and covers 99% of the plan costs for employees, and 50% for dependents.

We plan to offer a 401k in 2020.