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Director of Client Success for SaaS company

YouVisit is one of the largest and fastest growing VR technology companies in NYC. We offer the only fully integrated platform for creating, distributing and monetizing virtual reality experiences across all devices, including headsets, mobile and desktop. We have empowered thousands of organizations and individuals, including leading Fortune 500 brands in the technology, travel and education markets to create, share and monetize highly engaging virtual experiences.

As we are growing at an incredible rate we are looking for an experienced Director of Client Success to lead our team through the scaling process.  

Responsibilities:

  • Lead our team through the scaling process as we help drive the VR ecosystem forward 
  • Oversee the strategy and implementation for the full client life-cycle and maximize client success and retention
  • Optimize and enhance our on-boarding process based on metrics and client feedback
  • Develop and implement client retention and expansion strategies in various verticals 
  • Own and drive KPIs for the department and provide regular reporting to executive team
  • Lead, expand and help develop the Client Success team during this rapid-growth stage
  • Encourage critical thinking and foster a "take charge and provide solutions" approach with the team 
  • Training the team to increase the business value of the platform to clients through gaining a deep understanding of clients’ business strategies and objectives.
  • Ensure that the team is sharing best practices for success with each other and with clients
  • Strive to create advocates
  • Lead Cross Functional Team Communication
  • Act as the liaison between clients and internal teams (Product, Client Success, Sales and Marketing) to prioritize issues,  feedback, and identify how we can constantly improve our product and client experience
  • Work with sales, marketing and product teams to ensure a consistent message and client experience throughout all touch points
  • Own NPS Score

Requirements:

  • 7+ years managing a growing Client Success team in a technology company 
  • Must have proven abilities in scaling businesses in a fast-growing technology space
  • Experience supporting global brands with high contract values
  • Track record of exceptional client service, retention and expansion 
  • Ability to quickly shift strategies and tactics based on metrics and market data
  • Successful track record of expanding contracts with existing clients
  • Experienced or certification in Project Management
  • Exemplary written and oral communication skills
  • Ability to work in a fast paced, team environment
  • BA/BS degree in related field and MBA preferred

 

YouVisit is an equal opportunity employer.



 

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