Director of Customer Success

At Yottaa, we’re dynamically changing how major retailers think about the eCommerce channel.  By improving site performance by over 30%, Yottaa makes the shopping experience fast, smooth, and engaging.  It gives our customers the freedom to innovate with new technologies, significantly increase conversions by almost 10% on average, and it allows them to direct their development resources to create new functionality.  

Yottaa is seeking a dynamic and experienced Director of Customer Success and Renewals to lead our efforts in ensuring the success and satisfaction of our valued customers while also driving renewal rates. This individual will play a pivotal role in building and maintaining strong relationships with our customers, driving adoption and expansion of our solutions, and ultimately contributing to the continued growth and success of Yottaa.

• Lead a team of Customer Success Managers who will ensure high revenue retention by proactively engaging with customers to drive adoption, satisfaction, renewal and expansion.
• Develop and implement strategies to ensure successful onboarding, adoption, and ongoing utilization of Yottaa's products and services.
• Establish key performance indicators (KPIs) for measuring customer success, such as customer satisfaction scores, retention rates, upsell opportunities, and time to value.
• Implement systems and processes for tracking and reporting on metrics regularly.
• Act as a trusted advisor and primary point of contact for key customer accounts, including executives, decision makers, and end users, understanding their business objectives and aligning our solutions to meet their needs.
• Proactively engage with customers to identify opportunities for expansion and upsell to drive revenue growth.
• Analyze data to identify trends, opportunities, and areas for improvement, providing actional insights to the leadership team.

• Ensure seamless handoff from pre-sales to post-sales with Sales, collaborating on account planning and strategy.
• Implement and refine playbook to ensure success in onboarding, adoption, and ongoing utilization of Yottaa’s products and services
• Lead Customer Success Team in delivering exceptional customer service and Tier 1 support, resolving issues promptly and effectively.

• Implement strategies to drive retention and loyalty at scale, leveraging efficiency and automation where possible.
• Foster a culture of customer-centricity and continuous improvement, constantly seeking ways to enhance the customer experience and drive long-term value.
• Act as a trusted advisor and primary point of contact for key customer accounts, including executives, decision makers, and end users, understanding their business objectives and aligning our solutions to meet their needs.
• Establish a formal customer advocacy program to showcase success stories, testimonials, and case studies that highlight the value of Yottaa’s products and services.

• Own the renewal process, including contract negotiations, pricing discussions, and renewals.
• Partner with Revenue Operations to maintain accurate renewal forecasts and maximize renewal rates while minimizing churn.
• Collaborate closely with Sales, Finance, and other cross-functional teams to drive successful renewals and identify opportunities for revenue growth.

• Manage and develop a team of skilled Customer Success Managers (CSMs), providing coaching, guidance, and performance feedback.
• Drive performance-based compensation initiatives, ensuring that team members are motivated and incentivized to achieve key metrics and objectives.
• Work with Revenue Operations to manage systems and processes for tracking and reporting on metrics regularly.
• Recruit top talent to expand the Customer Success team, ensuring alignment with Yottaa's culture.

• Foster collaboration and alignment between the Customer Success team and other departments, including Sales, Marketing, Product Development, and Support, ensuring customer needs are represented and addressed holistically.
• Participate in cross-functional meetings and initiatives to ensure that customer needs and prioritized.

• Bachelor's degree.
• 7+ years of experience in Customer Success, Account Management, or Renewals within the technology industry, with a proven track record of driving customer satisfaction, revenue growth, and retention.
• Experience managing a team of CSMs, with a focus on recruiting, coaching, and performance management.
• Strong leadership skills with the ability to inspire and motivate others to achieve results.
• Excellent communication, negotiation, and interpersonal skills, with the ability to build rapport and influence at all levels of an organization.
• Demonstrated ability to drive efficiency and scalability in customer success operations.
• Technical proficiency and experience.

Leading brands such as Bombas, Brooklinen, Callaway Golf, NutriSystem, Tarte, Tilly’s, and YETI rely on Yottaa to monitor their site performance and optimally load content to deliver the right content at the right time on more than 1,000 eCommerce sites. This acceleration results in a 30% faster site that drives higher conversion rates. Trusted by thousands of retailers and brands, Yottaa delivers faster page loads with improved site reliability, reducing friction in the purchasing path, improving shopper retention, and increasing return on web tech and marketing spend. To learn more about how Yottaa can accelerate your site and increase conversions, please visit www.yottaa.com or follow @yottaa on X and @Yottaa on LinkedIn.