Customer success is vital to Evolv’s long-term mission and profitability. We will not be successful until our customers are receiving massive value from our service and are continuing to partner with us on a recurring basis. We’re looking for a Customer Success Director with proven success in scaling teams and processes to develop strategic relationships across the client portfolio leading to high retention rates, high NPS scores and expansion opportunities.

As the steward of the customer relationship, you will work cross-functionally with marketing, sales, customer support, field services, product and engineering teams to deliver exceptional post-sale experience and outcomes for our customers.

We’re a rapidly growing, fast-paced company with a strong mission and values. You’re a thinker and a doer, ready to roll up your sleeves, be a challenger to the status quo, and collaboratively build a world-class customer success discipline and organization at Evolv.

Responsibilities

• Attract, hire, coach and retain the highest quality customer success managers
• Define and drive the ideal customer experience in close partnership with senior leadership across Services, Product, Marketing and Sales
• Increase overall customer lifetime value through higher product adoption, usage, customer satisfaction and overall health scores
• Ensure the delivery of high-quality, consistent, value-based customer outcomes by developing and implementing standardized framework, tools and approach of the CSM team
• Execute Evolv Voice of Customer program and closed loop customer response process
• Identify and build advocacy relationships with strategic customers acting as a marketing channel through case studies, speaking opportunities, references, etc.
• Identify expansion opportunities and partner with sales to successfully close such opportunities
• Advocate for changes in other departments’ ways of working (as it relates to customer experience) and collaborate with them to implement those
• Set and achieve/exceed target KPIs including but not limited to: renewal %, usage data, NPS, upsell %

Requirements

• •8-10+ years customer-facing/management experience ideally in a Customer Success, Pre-Sales, or Service Delivery background for a B2B SaaS company
• People-focused leader with ability to build creative, collaborative teams, develop people and link performance to overall business objectives
• Strong understanding of value drivers in recurring revenue business models combined with experience driving adoption, renewal and expansion with enterprise accounts• Demonstrated experience building robust processes to support a seamless customer experience.
• Excellent interpersonal skills and an expert-level ability to communicate effectively at all levels of the organization as well as externally• Strong data-driven decision-making skills
• • Ability to thrive in a high growth, fast-paced environment and adapt quickly to changing demands• Willingness to travel and comfortable working remotely with a cross-functional team and clients across different time zones
• Familiarity with security industry a strong plus
• Experience with CRM and CSM systems (i.e. Salesforce, Gainsight)

Benefits

If you want to solve one of the most difficult issues of our time and save lives doing it, you want to work at Evolv. We are passionate, knowing that what we do and how we do it can affect life or death situations for our customers. At Evolv, you will have unparalleled exposure to all aspects of our business, working with a talented team of executives, security professionals and customer obsessed teammates who share our vision for a safer world. If you are inspired by invention and gain satisfaction from seeing how your work impacts the bigger picture, Evolv will be a great fit.

• Equity is an important component of every compensation package
• Flexible work environment
• Unique culture
• Medical and dental insurance
• 401(k) plan
• Unlimited vacation policy
• $300 per quarter to spend on the perks that are most meaningful to you