Director, Client Success - Marine
Director, Client Success - Marine
Are you passionate about building, growing, and protecting your product's relationship with its customer? Does leveraging your personable approach and desire to serve a growing market with best-in-class products appeal to you? If so, then you should know we are looking for an experienced Director of Client Success leader to champion the Storable suite of best-in-class software solutions designed with the marina and boat rental operator in mind.
The Director of Client Success will lead all of the post-sales processes for our marine vertical, including implementation, support, and client success efforts, and is ultimately responsible for the retention and growth of clients and revenue.
What You'll Do Everyday
- You will be our number one evangelist and executive business consultant for our entire portfolio of clients. You will represent the Molo and Stellar family of products and help our clients realize the product's value, engendering trust and deepening our relationships
- Develop and lead a diverse high-performing team with a client-first mentality. This includes all facets of client support: enterprise-level support, technical support, client onboarding, and initial touchpoint client care services
- Setting clients up for success both technically and business-wise during implementation
- Work to integrate current client success teams from acquisitions and build processes to absorb any future mergers
- You will be wholly accountable and responsible for business metrics such as Net Portfolio Growth, retention, and satisfaction – with the authority to act as needed
- Communicate effectively with individuals/teams in the Client Success organization to ensure high quality and timely completion of requests
- Identify recurring problems with work processes, policies, or procedures; contribute ideas on ways to resolve problems to better serve the business and/or improve productivity
- Report on net retention/gross retention and take actions to address and alleviate
- Drive "Best in Class" support
- Develop client segmentation and account treatment models to drive client health, satisfaction, retention, and expansion
- Align with Product, Sales, and Marketing teams to deliver messages tailored for individual client segments. Serve as a key stakeholder in influencing product roadmap based on internal and external client needs and experiences
- Make recommendations to the frontline client care operations regarding labor utilization and KPIs, and recommend real-time staffing adjustments to meet call volume needs
- Build and execute programs that drive incremental revenue and client satisfaction in existing accounts. Advise and grow our clients via best practices/relationships, etc.
- Provide opportunities, guidance, and feedback to help management continuously learn and contribute
- Conduct regular performance discussions and model a consistently high level of respect for others and demonstrate values
- Architect an overall improvement roadmap and track the progress of initiatives and adjust actions as needed
- Lead the implementation of technology, processes, tools, best practices, and other resources to increase adoption of customer insights
Requirements
- Bachelor's Degree in Business related field (Master's preferred)
- 10+ years working in Client Success or Sales in a mid-market SaaS businesses
- 3+ years in management or leadership roles
- Demonstrated ability to develop and execute programs and treatments that drive incremental revenue
- Experience building high-performance account management teams for small-market, mid-market, and enterprise-level clients
- Travel up to 25%
All applicants must be currently authorized to work in the United States on a full-time basis.
Location: REMOTE
- Storable is a fully distributed company, but is currently only registered for employment in certain states. To be eligible for employment, you must reside in the following states: AL, AZ, CT, DE, FL, GA, ID, IL, IN, KS, LA, MD, MI, MO, MS, NC, NE, NJ, NV, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, WI, WY
About Us:
At Storable, we believe storage operators should have one partner they can trust to help you get the results they need for their business. That's why we've built the industry's first fully integrated platform that offers facility management software, facility websites, marketing programs and services, payments, and deeply integrated tenant insurance capabilities all in one solution.
We leverage our platform in combination with our over 25 years of storage industry expertise to help our thousands of storage customers achieve their tenant experience and operational efficiency objectives every single day.
- Generous health coverage for you and your family, including short- and long-term disability coverage, 401(k) and HSA matching, two-times base salary company-provided life insurance, emergency loans, legal coverage and more.
- Engage remotely! Since 2020, we've transitioned to a fully remote environment but that doesn't mean we're not connected. We continue to run regular contests, trivia games, and virtual happy hours!
- Instant-access and flexible vacation. We trust you, so we have a 'take what you need' vacation policy. No waiting to use it or need for accruals.
- Do More, Be More – company rewards and recognition that add up and can be redeemed for personalized gifts and experiences! Storriors have been able to enroll in scuba certification classes, travel overseas, and redo their back patio among many other things.
- Company anniversaries, birthdays, weddings, adding children to a family, first-time home buyers and more are celebrated.
- We encourage you to get active in the community by joining one of our offsite volunteer and community service events and by using volunteer PTO time.
- Self-care matters, so we offer the opportunity to take a load-off and enjoy a mental health day outside of your normal PTO time.
- Fully-paid parental leave: 12 and 6 weeks for primary and secondary caregivers respectively.
- 'Paw'ternity Leave and Pet Bereavement - we understand that pets are a part of the family and have generous time-off policies, which honor that commitment.
- Caregiver Leave: four weeks of fully paid time away from work to take care of aging dependents or family members, if needed.
- Monthly home data stipend added directly to your paychecks to help cover the cost of home internet, plus a home office sign-on bonus of $250.
Don't check all the boxes? Studies have shown that women and people of color are less likely to apply for a job unless they meet every single qualification, especially in the tech industry. At Storable, we are devoted to strengthening and upholding a diverse, inclusive, and authentic workplace. If you're excited about this role but your professional background doesn't perfectly align with the qualifications above, we encourage you to apply. Even if this role isn't the right match, we would love to have your resume on file for future opportunities!
Storable is committed to providing equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Storable will provide reasonable accommodations for qualified individuals with disabilities.
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