Director, Customer Success

Convex is on a mission to serve as the most important partner to commercial services businesses. We accelerate revenue growth by empowering go-to-market teams to better plan, target, and engage opportunities. Through the Commercial Services Platform for Revenue Acceleration, Convex arms businesses with a powerful combination of data, insights, and applications to plan with property intelligence, prioritize market opportunities, and credibly connect with decision makers. We give our partners a competitive edge from the start of their sales process.

Based in San Francisco, we have raised over $70M from investors including Fifth Wall, Emergence Capital, GGV, 1984 Ventures, UP2398, Liquid2 (Joe Montana), YCombinator, the founders of PlanGrid, Dragoneer, Service Max, and others.

At Convex, we welcome diverse perspectives and people who think rigorously and aren’t afraid to challenge assumptions. Join us!

In this role, you will lead all a small but growing team of highly capable customer success professionals, own and evolve our Commercial and Enterprise Customer Success playbooks and establish a blend of scalable but highly impactful customer strategies that surpass retention and expansion goals across a fast-growing customer base. To be successful, you and your team will provide consulting and guidance to customers thirsty to uplevel their go-to-market strategies and operations. Your success depends on acquiring market expertise, expert software services leadership, impeccable business acumen and, most importantly, building a repeatable value-delivery engine that feels tailored to each customer.

As Director, Customer Success, you will start interacting directly with our Commercial and Enterprise level customers on their entire post-sale journey. You will work closely with our leadership team to drive strategic and tactical decision making. You will always be a thoughtful listener to, and fierce advocate for, our growing customer base. By helping us retain and delight our users, you will have the unique opportunity to improve productivity and efficiency across one of the largest sectors in the global economy, Commercial Services.

You will report to the VP of Customer Success and play a crucial role in creating the foundation of a new world-class Customer Success operation.

Convex’s benefits include but are not limited to:

Flexible Time Off Policy. Convex recognizes the need for time away from work for personal, family and home life. To provide employees with maximum flexibility, employees can take time off depending on their own needs without worrying about whether they have accrued enough vacation hours. Employees are expected to take at least 2 to 3 weeks of vacation time every calendar year.

Holidays and Soft Days. In addition to our “take the time you need” policy, Convex offers 11 paid holidays and employees receive time off with our ‘Soft Days’ as well. Soft days are days when Convex maintains business operations (e.g. site availability standards, customer support requests) but asks teams to postpone non-essential matters and encourages staff to enjoy a lighter workload.

Mental Health Wellness Days. We believe in providing our employees with regular mini-breaks to take care of themselves and offer 1 Mental Health Wellness Day per calendar quarter. Convex reimburses up to $50 towards a wellness activity on your day off. This can be anything that you do for yourself that day, a spa treatment or lunch with a friend or gym activity.

Health Insurance. Convex pays 99% of the premium for medical, dental and vision for employees. Medical coverage options range from a variety of PPO and HMO plans and providers depending on the employee’s residence. On average, Convex top tier benefits are worth ~$18K per employee.

Parental Leave. Convex is excited to offer a maternity leave policy that provides 26 weeks (6 months) of fully paid leave to birth mothers, using a mix of state sponsored Paid Family Leave program and Short term disability insurance, where applicable. Convex also offers a paid parental leave policy to its employees providing eight (8) weeks of fully paid Child Bonding Leave for non-birthing parents with a newborn or adoptive child.

Short-term and Long-term Disability Insurance. Convex pays 100% of the premiums for disability insurance with employees, ensuring that a portion of the employee’s wages are replaced in the event that any approved illness or injury takes place that lasts more than one week.

Flexible Spending Accounts. Convex offers Flexible Spending Accounts to enable employees to set aside money from their paycheck on a pre-tax basis for all qualified health care expenses and work-related dependent care costs.

Retirement Accounts. Convex’s voluntary 401(k) program offers an opportunity for employees to invest for retirement with tax-advantaged savings. Employees will be 100% vested in all contributions made to their plan and have the option between the traditional 401(k) and the Roth 401(k) option.

Hybrid Work Environment. Convex operates on a hybrid work model with some in-office meetings on an as-needed basis and some fully remote. Our corporate office offers free lunch and snack options. 45% of our staff are remote.

Work From Home Stipend. Convex offers an allowance of $300 for employees to purchase office-related items for home such as a keyboard, mouse, cables, etc.

At Convex (YC W19), we’re building the leading B2B full-stack software platform for the $400bn+ commercial services market. It's a 100-year-old industry impacting millions of people every day. We already work with some of the largest enterprise companies in the sector and were one of the fastest growing companies in the Winter 2019 YC batch.

At Convex, we welcome diverse perspectives and people who think rigorously and aren't afraid to challenge assumptions. Join us!