Director of Customer Success

Job Description

Description:

Vantaca’s vision is big. We are the leading community management performance software that enables owners and operators, community management teams, and boards and associations to improve business performance. More than just accounting and management software, it is business operating software that helps increase revenue, efficiency, flexibility, and control. A modern cloud architecture with a single-platform design that adapts to 100% of business processes, has proactive reporting, and can integrate with the software and banking partners of choice. Vantaca is focused exclusively on community management and is the trusted and proven technology leader in the community association management industry.

We are a winning team that believes in working together to make big ideas happen. We are a collaborative and visionary group that holds ourselves accountable for our results. Our ability to be nurturing and agile allows us to adapt to change and support each other through any challenges that come our way. We are customer-centric, meaning that we put our customers' needs and preferences at the heart of our work. We are authentic game changers that are building something cool and people like it here.

Overview

The Director of Customer Success provides the leadership and overall management for the Customer Success Management Team. They will develop relationships at an executive level within a targeted set of accounts to drive growth and maintain our trusted advisor position.

The Customer Success Management teams are responsible for understanding the customer’s business needs, developing plans to extend the use of the Customer’s platform and growing revenue from within our customer base. They will help develop our customer journey and lead the charge in developing the content and method by which we support customers throughout the journey.

The Director of Customer Success will manage a team responsible for developing account strategies (growth, expansion) and develop the skills to deliver strategic value to our customers. The team is also responsible for building long-term, strategic business relationships that will lead to increased revenue growth, revenue retention and increase customer satisfaction. This individual is also responsible for managing a team to a set of defined revenue targets (renewal, upsell) and driving a regular cadence of portfolio reviews and account plans.

The Director of Customer Success will focus on building the team's skills through training and certification. The Customer Success Management team will be expected to develop plans for extending our product and act as the customer’s strategic advisor. Customer Success Managers are expected to manage escalations and act as the customer’s single point of contact within Vantaca by navigating the organization to align the right resources to support the customer’s need

Personal Characteristics

• Always Growing: Likes change and enjoys finding new ways to improve their knowledge and the product. Always ready to learn quickly, helping themselves and the team grow.
• Win as a Team: Builds trust and works together by making sure everyone communicates well. Actively involved in daily work, working closely with the team, listening to their ideas, and celebrating successes together.
• Accountability Starts with Me: Notices problems and takes personal action to solve them.
• Unwavering Commitment to Customer Experience: Regularly talks to customers, taking personal responsibility to understand what they need, address concerns, and make their experience better with improved Vantaca processes.
  
  

Requirements:

• Drives the growth of Company as a hands-on executive, directly engaged with Customer Success Management, forecasting results and closing opportunities.
• Understands customer business needs, participates in solution development and effectively communicates plans for executing against vision.
• Facilitates and/or conducts strategic, senior-level customer discussions/meetings with customers to drive value-based activities and results.
• Drives new business prospect activities, relationship development activities and promotes working collaboration with appropriate team members across the organization to drive new business.
• Develops a high performing Customer Success Management team through rigorous hiring, certification and management programs. Develops talented individuals who can act as strategic advisors and deliver value to our customers.
• Provides direction to the Customer Success Management team by offering guidance on customer management strategies, tools and approaches with their accounts.
• Manages and expands customer relationships through continual needs assessment. Ensures customer satisfaction and executes customer reference-ability process.
• Defines and CSM organization’s development including, revenue plans, hiring plans, customer product adoption and growth strategies, territory assignment, marketing programs, and product feedback.
  
  

Qualifications

• Proven experience (7+ years) in a senior customer success leadership role, preferably within the fintech, tech, or financial services industry.
• Exceptional leadership skills: a strong recruiter and motivator of people. Ability to work in a high velocity, high activity environment.
• Proven track record demonstrating years of experience in relationship and Customer Success Management.
• Outstanding negotiation and selling skills that have been proven through consistent ability to achieve sales targets and manage large, complex organizations
• The ideal candidate thinks out-of-the-box and energizes others with passion, quality and commitment.
• Delivers amazing results through cross team collaboration.
• Consistent track record of overachievement of sales goals and quota.
  
  

Our Value Prop to Employees

• Our eNPS is +54! (Google it, that is great).
• Benefits: Medical, Dental, and Vision kick in day one.
• Unlimited PTO (with a requirement for employees to take a minimum of one continuous week per year).
• 401K with Company Match.
• Remote Flexible - come to the office when needed.
• Great parental leave benefits.
• Named on Inc 5000 list of America’s Fastest Growing Private Companies (2021, 2022 and 2023).
• Named on Inc 5000 Vet 100 Private Companies list multiple years in a row.
• 2021 Winner of Coastal Entrepreneur Award, Technology Category.
• Active employee-led Culture Committee.
• Ongoing industry and professional development trainings available to all employees.
• Multiple leaders on the executive committee recognized as 40 under 40 recipients for contributions to business and community.
• We’re playing offense to win! Our product market fit and our world-class employees make us the leader in our space. We’re building something cool and people like it here.
  
  

We receive many resumes for our open positions and each one is reviewed by a human being on our recruiting team. We will compare your background with the qualifications and requirements for the position.

If you are selected for an interview you will receive an e-mail from someone on our recruiting team with an @vantaca.com email address. It may take some time for us to review all of the applications so give us some time to respond. We appreciate your interest in this role.

Although we do business around the US, we call North Carolina home. NC was just ranked the #1 state for business in 2022 and 2023 by CNBC and we believe it! The state, and in particular the Wilmington area, is a great place to live and do work. Wilmington, where Vantaca is headquartered, really has something for everyone. Historic Downtown Wilmington runs along the Cape Fear River and offers dozens of shops, restaurants and live entertainment opportunities. If you want to spend some time outdoors, get some sun or go surfing or fishing, you can pick a spot along one of our beautiful beaches. Explore info about where we’re headquartered at www.nccareercoast.com