Director, Customer Success Tempo Software. Position Summary. As Director of Customer Success (Mid-Market), you will lead and continue to build a team of Mid-Market CSMs to focus on our largest segment of customers in order to delight, retain and identify opportunities for upsell. Your role as the representative of the Customer Voice is critical to the direction of every part of the business. Your team will take ownership of customer issues and work closely with internal teams to ensure customer needs are understood and built into every part of the business. You will implement best practices and assist the team in leading ROI discussions with customers.. . As Director of Customer Success (Mid-Market), you will have a critical influence on the customer retention, renewal and upsell strategy. You will influence product direction with your insight into the customer landscape. The role reports into the Interim COO. You’ll be the customer champion - defining the user, building empathetic pathways to the customer and making sure that the customer voice is heard across the org. You’ll also build strong relationships with Mid-Market customers.. . You will also contribute to:. Planning and predictability: Understanding and then building out the strategy for customer onboarding, retention, and working with account management for upsell opps. . Onboarding: our business works with a high volume of customers, with a land and expand model of growth, so you’ll introduce onboarding tools and techniques, and make sure every user is set up for success.. Tools: Introducing relevant automation tools to the org that can help keep pace with scaling (one to many).. . How Do I Know If This Is For Me?. You’re a leader who is looking for an opportunity to help scale a profitable company. You are one of those player coaches that’s capable of being both a do-er and a leader. . . Your leadership style:. Proven leadership skills (previous people management experience required) that focus on enablement, feedback, and growth. A strong desire to cultivate and produce results as a team; you’re comfortable with dashboards and metrics including GRR and NRR . You lead with team spirit, not with ego; you want everyone, including yourself, to do their best work; you see your success as dependent on the success of the team. A high level of empathy for both the end user and your teammates. Your approach to Customer Experience:. You have customer empathy - so you can see how this product is a game changer for product teams of all shapes. You’re looking to use your insight into the customer voice and experience to help influence business decisions. You have experience laying down processes and automation tools for a high volume customer base (think thousands and thousands of users). You deeply understand the importance of the customer voice and how it can influence decision making, and know what it means to be an advocate for the customer. You have experience defining onboarding initiatives for different levels of customers. You can operate in a strategic capacity but also love to roll up your sleeves and deliver. Your business acumen:. Exceptional verbal and written communication. Ability to work independently, in a dynamic fast-paced environment. Strong understanding of technology products, processes and implementations. Experience in a similar role for a SaaS-based platform. . What's In It For You (Org-wide). Hybrid or Remote work!. If you’re close to one of our 4 Hubs: Boston, Montreal, Reykjavik or Toronto; feel free to use the space and catch up with the local team(s). Unlimited vacation in most of our locations!!. Great benefits including health, dental, vision and savings plan.. Perks such as training reimbursement, WFH reimbursement, and more.. Diverse and dynamic teams with challenging and exciting work.. An opportunity to have a real impact on our business.. A great range of social activities (both in person and virtual).. Optional in person meet-ups and the ability to travel to our international offices.. Employee referral program.. And so much more!!. . Note: As our hiring teams are global, please submit your resume in English only.. . About the company. . At Tempo we’re on a mission to help teams build better, together. We are creators of top-selling Atlassian Marketplace apps, supporting more than 29,000 customers, including a third of the Fortune 500 companies, and working with hundreds of Solutions Partners globally. Our solutions help customers orchestrate creation and delivery, so their teams can focus and optimize around their highest priorities. In 2020 and in 2021 we were named Top Atlassian Vendor and we continue to be one of the highest ranked and most heavily used solutions out there.. . Our product suite has grown from our popular time-tracking solution, which launched in Iceland in 2009, to resource & capacity planning, project cost tracking, project & program management, and strategic roadmapping. In 2021, Tempo acquired Roadmunk, a roadmapping solution popular with product management teams, and ALM Works, creators of the Structure for Jira suite that delights project and program managers around the world. At the beginning of 2023 Tempo expanded its SPM suite to include LiquidPlanner’s capacity planning platform and Old Street Solutions (maker of Custom Charts).. . We envision a world where everyone inside an organization works in harmony on the most impactful opportunities aligned with their mission. Come join us as we continuously innovate our award-winning products, create new solutions, and expand to new ecosystems. Are you ready to unlock the joy of building with us?. . At Tempo Software, we are proud to be an equal opportunity employer and are committed to creating an inclusive culture. As such all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
Director, Customer Success at Tempo Software