Director of Customer Success

Gather Voices is seeking a Director of Customer Success to join its fast-growing team.

About the company

Gather Voices was established in early 2017, born from the urgent need of digital marketers to increase their ability to manage video at scale, and a desire to differentiate their organizations by deepening relationships with their constituents. Co-Founders Michael Hoffman and Joel Resnik are currently building a team of creative high-performers, centered on a culture of trust and the core values of Openness, Ambition, Customer Success and Inclusion.

Recently recognized as one of the Top 50 Startups To Watch by Built In Chicago with over 50+ clients strong and growing quickly, Gather Voices is entering its next phase of growth.  Backed by world-class investors we are implementing a growth strategy that focuses on the needs of Associations and Events industries (to start). Our video solutions make it possible for organizations to deepen relationships with their constituents by creating and sharing video content with anyone anywhere. Our solutions enable a 10X increase in video production, produced 10X faster than traditional methods, resulting in a 3-5X increase in engagement.  

This stage of growth requires dedication and fortitude to blaze the path that will get us to our destination.  It requires a unique balance of independence & unparalleled teamwork. Our fast-paced journey is a perfect fit for someone that’s a humble, collaborative, ambitious self-starter, and wants to level-up our customer’s success processes, technology, and team.

What sets us apart?

  • Our solutions are intuitive and our vision is big.  We are creating a new category called Video Relationship Management “VRM” that will revolutionize the way organizations utilize video.
  • We believe that being open to new thinking will draw talent. That being ambitious will help us see opportunities that others miss. That being engaging will delight customers. And that being simple will make our products intuitive. In a world where excellent technology is a given, where organizations need for video is booming, where trust between people and institutions is at historic lows, we believe that being unapologetically human will create distinctiveness and rapid growth.

About the role

Gather Voices believes in putting the client at the center of everything we do.  In fact, our first full-time hire was a Customer Success Manager because we understood the need to serve our clients and provide value quickly.  Building on this we are looking to build and offer a best-in-class post-sales experience to our customers. To make our customers successful, we must approach them with empathy, make their journey easy, and provide essential value in the moments that matter throughout their journey. Customer Success is essential to improved revenue and overall company growth. We are seeking a leader who will evolve the customer success organization’s vision, strategy, processes, and execution, acting as a catalyst to improve the quality of our services and overall customer experience.

As our  Director of Customer Success, you will combine strategy, execution, management and leadership to drive growth and adoption of our technology, boost renewals, and glean strategic insights that improve our product value.  We seek a passionate, consultative, strategic, high-empathy leader as part of our initial leadership team. We prefer someone based in Chicago but are open to engaging with top-tier talent that is willing to go the extra-mile located elsewhere.  

Responsibilities

  • Drive adoption, speed-to-value,  retention, and advocacy
  • Directly manage a team of CSM’s and to provide guidance and structure for the Customer Success department
  • Coach, develop, and drive performance of the team
  • Assess, prioritize, and innovate new programs to ensure our customers are adopting Gather Voices
  • Make timely decisions and implement strategies to drive customer success
  • Empowered to take accountability for team and team’s results
  • Align team processes and procedures, collaborate and build relationships across the growing organization
  • Set goals, action plans, playbooks, and key metrics for CSM teams in different customer tiers with different levels of customer touch; manage against and create new standardized playbooks and interventions for each point in the customer journey
  • Lead strategic, cross-functional initiatives such as customer journeys, maturity models, voice-of-customer, and product feedback
  • Build strong relationships and collaborate cross-functionally to drive market readiness, sales handoffs, customer marketing, training actions, services deployment, and effective support to drive a seamless customer experience
  • Own accurate forecasting, account assignments and bandwidth management processes
  • Regularly engage with customers to build relationships, expand empathy, and resolve issues of escalation
  • Build relationships and advocacy with senior roles inside of our customers
  • Employ a strong strategic vision to evolve CSM program toward a tailored, best-in-class experience for larger and more strategic customers
  • Hire and retain above-the-mean, consultative talent

WHAT’S IN IT FOR YOU?

  • Opportunity to impact the development and enterprise adoption of the category defining VRM solutions, Gather Voices.
  • Opportunities to publish case studies, best practices and speak at leading industry events.
  • Competitive salary,  health and dental coverage, bonus and equity opportunities
  • Join a fast growing start-up in the exploding market space of video software
  • Paid holidays and flexible paid time off

Qualifications

  • At least 2 years of strategic consulting experience at a top-tier consulting firm
  • 5-7 years of customer/account management experience
  • Proven track record leading a successful CSM team in a growth-oriented environment
  • Results-driven leader who is also fearless about execution and not afraid to dig into the details with the front-line team (aka has grit)
  • An empathic leader with a desire to build a world-class CSM organization within the constraints of a responsibly managed business; includes attracting, developing and retaining “above-the-mean” talent
  • Strong process orientation, with a total-system mindset and experience rolling out global processes and programs; Playbook and Gainsight experience is a plus
  • Strong perspective rooted in professional experience, paired with a willingness to listen carefully, explore new ideas, and coach
  • Curiosity and willingness to experiment, fail fast, learn, and adapt; the flexibility to learn from what you’ve done in the past, not adhere rigidly to it

Let’s connect

If you believe in the future of video, the need for deeper relationships, the opportunity to create a new category of technology solutions, and want to be a part of an amazing team that makes this happen, let’s have a conversation (confidential, of course). Please email your resume and cover letter to careers@gathervoices.co. We look forward to hearing from you.

As an equal opportunity employer, Gather Voices is committed to recruiting and retaining a diverse workforce, and we look for candidates who have a high level of demonstrated comfort with cultural competency; people of color, people with disabilities, women, and lesbian, gay, bisexual, and transgender people are encouraged to apply. All applicants will be considered without regard to race, color, national origin, religion, sexual orientation, sex, marital or parental status, disability, gender identity or expression, age, or any other basis prohibited by law.