Director Of Customer Success

Job Type
Full-time
Description
POSITION: Director of Customer Success
REPORTS TO: Chief Growth Officer(CGO)
HOURS: Full Time/Salary
LOCATION: Greater Seattle WA Area, or Greater Boise, Id area
About MiiR:
Founded in 2010 and based in Seattle, Washington, MiiR is a design forward and generosity driven brand creating thoughtfully designed drinkware. Our products enhance the small moments and elevate simple rituals by combining beauty, performance and sustainability. A certified B Corporation, Climate Neutral Certified brand, Certified Evergreen company and 1% for the Planet member that is independently owned and operated, MiiR has given over $4,000,000 and empowered the lives of 115,000+ people worldwide.
About the Position:
The Director of Customer Success's responsibilities include supporting customers as they transition from sales prospects/leads, building close relationships that often last beyond any one project or job-order lasting process ownership with the business itself within our T4/5 account list and customer service on MiiR.com and b2b.MiiR.com. This role will work directly with clients to help solve their problems and ensure their satisfaction while they are an active account with us. You will also work closely with the sales team servicing unique needs by vertical/channel, qualifying all leads into the appropriate area.
Responsibilities:

• Oversees account management team for Tier 4/5 customers
• Oversees customer service team
• Creates and manages the inbound lead qualification and dispersal to appropriate biz dev or account management teams
• Annual revenue budgeting for T4/5 business
• Monthly ship window accuracy and invoicing & forecasting
• Works with the MarTech team to optimize our CRM tools
• Works with SaaS team to optimize inhouse web based sales tools including online design tool and related sales processing systems
• Works with the domestic ops team and MarTech/SaaS to optimize process and order flow for the best customer experience possible
• Establish clear KPI's for the team
• Cross sell/upsell products
• Create unique promotional opportunities and outbound engagement programs
• Creating spiff and bonus programs for teams
• Assist in creating training courses and educational materials
• Other duties as assigned

Qualifications and Skills:

• 7+ years' experience in outbound sales roles/Customer Success role
• Ability to coach, mentor and lead a team of talented individuals
• Proficient in Word and highly skilled in Excel
• Experience with Acumatica, SAP, Netsuite or other similar ERP systems
• Data visualization via Tableau to to track KPI's/reporting
• Solid understanding of lead gen (Zoom Info, Slintel, etc.) SaaS & related sales programs (Hub Spot, Sales Force, etc.)
• Experience in a consumer products company a +

Benefits:

• Working at a high-growth/impact Certified B Corp.
• Medical, dental & vision insurance covered at 100% for eligible employees
• 401(k) Plan with company match
• Generous paid parental leave
• Unlimited vacation time
• Cell phone stipend
• Professional development, career coaching and conference attendance
• Product discounts and pro deals with partner companies in the outdoor industry

Salary Description
$90,000-$120,000