Director Of Client Success

Compensation Range: $155,000 - 165,000
Location: Remote
About Us:

Autosoft,Inc. (www.autosoftdms.com) is a Dealership Management System (DMS) software company we bring opportunity and innovation to automotive retailers, everywhere. At Autosoft, our mission is to deliver products and services that make automotive retailers more productive and successful. We empower our employees to be Ambitious, Collaborative, and Passionate . We build community by caring for each other and prioritizing organic human connection. All these behaviors are important for us to succeed. Our Culture Code drives us to be high-performing team with a shared mindset of high expectations and peak experiences that promote success, growth, and development.

Who You Are:

The Director of Client Success is a visionary leader who thrives on transforming strategies into tangible results. As the driving force, the Director of Client Success will craft and lead the execution of Autosoft’s Client Success strategy, setting the bar high for client experience excellence. From seamless onboarding to steadfast retention efforts, this role will orchestrate it all, fueled by a deep understanding of SaaS Client Success best practices and a commitment to cultivating a culture where clients reign supreme.

What You'll Do:

• Set the vision and strategy for the Client Success Team, aligning it with the business goals and client needs.
• Build and lead a high-performing Client Success Team, including hiring, training, coaching, and motivating the staff.
• Identify and pursue new opportunities for upselling, cross-selling, and referrals within the existing client base.
• Develop and optimize the client journey, from onboarding to renewal and expansion, using data and feedback to drive continuous improvement.
• Define and track the key metrics and KPIs for Client Success, such as retention, churn, satisfaction, adoption, advocacy, and revenue growth.
• Present comprehensive reports on key metrics, KPIs, strategy progress during monthly and quarterly business reviews providing insights and actionable recommendations to drive strategic decision-making and enhance overall Client Success initiatives.
• Analyze client data and feedback to identify opportunities for improvement.
• Manage the Client Success budget and resources, ensuring efficiency and scalability.
• Resolve escalated client issues and complaints with speed and professionalism.
• Stay updated on the latest trends and best and modern practices in Client Success and SaaS, implementing the most effective ideas to enhance our strategies.
• Mature a voice of Client program providing actionable data to Product and other departments to improve outcomes.
• Collaborate cross-functionally with all areas of the organization, to align efforts and ensure a consistent client experience across the organization.
• Establish and maintain strong relationships with key clients and stakeholders, providing strategic guidance and support.
• Perform any other duties needed to help drive our Vision, fulfill our Mission, and abide by our Values.

Supervisory Responsibilities:

• Oversee the recruitment, interview, selection, and onboarding processes for new team members.
• Lead and mentor the Client Success team to ensure exceptional service delivery and client satisfaction.
• Develop and motivate team members, set clear goals, provide ongoing coaching and feedback, conduct regular performance evaluations, and establish succession plans.
• Establish scalable processes for onboarding, training, and support to enhance the overall internal and external client experience.
• Monitor team performance and productivity metrics, and take corrective action as needed to drive results.
• Create a positive and supportive work environment, fostering innovation, learning, open communication, diversity, inclusion, employee well-being, and constructive problem-solving.
• Initiate and oversee employee engagement initiatives to boost morale and job satisfaction.
• Lead through periods of change, providing support and guidance to navigate transitions.
• Exemplify and uphold the company’s values and code of conduct in all interactions and decisions.

What You Will Need:

• Communication and Interpersonal Skills: Demonstrate excellent communication, both written and verbal, with the ability to engage effectively with clients and internal teams. Understand the importance of clear, concise, and empathetic communication.
• Client Experience Expertise: Possess a strong understanding of Client experience principles, including best practices and methodologies such as client journey mapping and omni-channel support strategy. Can translate these insights into actionable improvements for our clients.
• Leadership: Ability to build, lead, and motivate high-performing teams. Understand how to foster collaboration, set clear expectations, and drive results through effective leadership.
• Strategic Thinking: Demonstrate expertise in developing and executing strategic initiatives that directly impact Client Success. Understand the bigger picture and can align efforts to achieve long-term goals.
• Collaboration: Successfully collaborate cross-functionally with various teams (e.g., sales, product, marketing) to ensure a seamless client experience. Recognize the value of teamwork and shared goals.
• Organizational Skills and Attention to Detail: Outstanding organizational skills, ensuring that client interactions, tasks, and follow-ups are well-organized and executed with precision.
• Time Management and Meeting Deadlines: Manage time effectively, consistently meeting deadlines, and prioritizing tasks to achieve optimal outcomes.
• Analytical Skills: Possess strong analytical and problem-solving capabilities. Can derive meaningful insights from client data, enabling data-driven decision-making.
• Adaptability in a Fast-Paced Environment: Thrive in a dynamic, results-oriented setting. Remain agile and adaptable, even when faced with rapid changes or challenges.

Preferred Skills / Abilities (Nice-to-haves):

• Microsoft Office suite of applications to support documentation and reporting.
• Smartsheets for project management and reporting.

Education and Experience:

• 5+ years in client experience roles within a SaaS industry, with 5 years in a leadership capacity.
• Experience working with CRM software (i.e., Salesforce), client support tools, and data analytics platforms.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

What you'll love about us:

• Great Company Culture- We’ve been recognized by multiple organizations like “Best Places to Work in PA” for our great workplace culture for 7 consecutive years and Cigna for workplace wellness for 4 consecutive years.
• Rest and Relaxation- Flexible Time Off, the flexibility to take time off as needed while aligning with business demands and maintain a healthy work-life balance.
• Health Benefits- Medical, dental, & vision insurance with plan options to fit employees’ unique needs, including a 100% company-paid medical option.
• Prepare for the Future- 401(k) with a generous company match.
• Work/Life Balance- Flexible schedules, Parental Leave, Paid Caregiver Leave, Volunteer Time Off, Wellness initiatives.
• Pets are Family Too- Pet insurance for your furry family members.
• Continuous Learning- We encourage growth and curious minds by providing Tuition Reimbursement for our employees.

Autosoft is an Equal Opportunity Employer and does not discriminate against any applicant based on race, color, religion, national origin, gender, marital status, age, disability, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance.

Note: The statements herein are intended to describe the general nature and levels of work performed by employees, but are not a complete list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer. If you think you are a strong fit for the role, apply and let’s have a conversation.

For California applicants: https://autosoftdms.com/notice-to-ca-employees-applicants/

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