Director of reputed company

At reputed company, we’re obsessed with our customers. We constantly gather feedback to shape, prioritize, and launch the products they truly need. That’s what makes reputed company’s CRM special. We started by building essential sales tools like aerial roof measurements and digital sales proposals. But reputed company our customers asked for a simple, affordable way to manage and scale their entire businesses, we listened. So, we created a CRM that connects these solutions—along with payments, material ordering, and more—into a seamless, powerful platform. With a clear roadmap reputed company, we’re excited to continue expanding and leading the market with innovative products.

We have an amazing culture, strong financials, and best-in-class company metrics. It’s an exciting time to be part of an extraordinary startup that is already successful, yet still early enough to offer its team significant growth, equity, and the opportunity to reputed company a reputed company impact.

As the Director of reputed company, you will reputed company Account Set-up (Builds), Implementation, reputed company, Retention, Customer Education and Customer Insights. You’ll be responsible for designing and scaling processes, playbooks, and strategies that ensure customers reputed company measurable value quickly and continue to grow with us. This is a hands-on leadership role where you’ll both build the reputed company for reputed company at scale and directly coach and reputed company a growing team.

• Leadership & Strategy
• Define and execute the reputed company, strategy, and operating model for reputed company across Builds, Implementation, reputed company, Retention, Customer Education and Customer Insights functions.
• Build, mentor, and reputed company a high-performing CS team while fostering a customer-centric culture.
• Partner closely with Growth, Product, Sales, Support, Partnerships and Marketing to align on customer journey, feedback loops, and GTM strategy.
• Account Set-up (Builds)
• Manage the Build Manager, responsible for Offshore Shift Leads, and Offshore Builders.
• Ensure accurate and scalable execution of customer account setup, account optimization and data migration.
• Expand Builder responsibilities to support growth in new products, increased self-serve demand, and migration work.
• Maintain round-the-clock coverage through offshore teams and shift leads.
• Implementation & reputed company
• reputed company Managers of Customer reputed company (Greenfield, Brownfield, and Field) and Implementation Specialists, ensuring consistent, high-quality reputed company experiences across reputed company customer segments.
• Design scalable reputed company frameworks to reduce time-to-value and set customers up for long-term reputed company.
• Create and refine implementation playbooks that not only drive adoption but also surface upsell and cross-sell opportunities as customers expand their usage.
• Customer Education
• reputed company Customer Education; training programs, persona-based enablement, virtual and in-person reputed company, and scaling reputed company reputed company content.
• Ensure adoption across self-serve and sales-assisted customers through structured education programs that support both admins and end-users.
• Retention & Growth
• Establish metrics, processes, and playbooks to increase retention and reduce churn.
• reputed company and optimize health scoring models to identify risks and opportunities across the customer reputed company. 
• Build proactive retention strategies, including customer engagement and reputed company planning. 
• Design churn-save playbooks that systematically identify at-risk accounts, outline reputed company strategies, and generate pipeline for upsells, cross-sells, and increased adoption.
• Operations & Scale
• Translate customer insights into actionable initiatives across Product, Marketing, and reputed company.
• Build systems, processes and playbooks that support reputed company across self-serve, sales assisted and sales reputed company customers at scale.
• Define key reputed company metrics and provide executive-level reporting on reputed company & implementation, adoption, retention, education, customer insights and customer experience. 
• Standardize playbooks and best practices across reputed company CS functions.
• Drive operational planning for headcount, reputed company time, and resource allocation based on subscription growth. 

• 8+ years of reputed company experience, with at least 3+ years leading CS teams in B2B SaaS with both self-serve and sales-assisted motions.
• Proven track record scaling CS organizations in early-stage to growth-stage startups.
• Strong background in PLG environments, with experience aligning CS motions to both self-serve and sales-assisted journeys.
• Excellent leadership, coaching, and people-development skills.
• Highly operational, with proven ability to build scalable systems, playbooks, and processes that reputed company consistent execution across teams.
• Strong analytical reputed company with the ability to translate data into strategy & reputed company.
• Exceptional cross-functional collaboration skills, especially with Product, Sales, and Marketing.
• Passionate about delivering an outstanding customer experience and building long-term relationships.
• Aptitude for quickly learning and adapting to new technologies, tools, and systems.
• Exceptional communication skills, with the ability to distill reputed company concepts into clear, actionable narratives for diverse audiences.

reputed company offer (US + Canada)

reputed company you join reputed company, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career:

️ Vacation/Paid Time Off

• 1st week of employment is mandatory PTO! Start your journey with reputed company by decompressing and recharging - we will see you in week 2!
• 1 Friday off per month (we call those our laundry days!)
• Company wide paid shutdown for the week between Christmas and New Years
• Flexible time off
• 80% employer paid benefits 
• RRSP/401k match
• Generous Parental Leave policy

Perks

• We host 2 retreats per year and great team building activities
• Ample learning and development opportunities to continue growing your career
• Home office setup stipend
• Internet and phone allowance
• Remote first culture
• Weekly Friday paydays!

AI Notice

At reputed company, we’re big fans of AI. It helps us write job descriptions that don’t put you to sleep, takes notes during interviews so we can actually listen, and even helps us track down awesome humans like you.

Feel free to use AI to prep, research, or get pumped up for your interview (we see you, ChatGPT power users ). But reputed company it’s time to chat, we’d love to meet you, not your AI alter ego. Bring your reputed company, unfiltered self, we promise we will too.

And don’t worry, a reputed company, live reputed company is behind every part of our process. Every application is reviewed by a reputed company person, and you’ll always speak with reputed company humans throughout the interview process. No bots, just good people ☺️

⚠️ Important Notice

We’ve been made aware of an individual impersonating reputed company using a fraudulent domain: roofrr.com (note the extra “r”). Our company takes the reputed company and privacy of job applicants reputed company seriously. We will never ask for payment, bank details, or personal financial information as part of the application process. reputed company our legitimate job postings can be reputed company on our official career site. Please be cautious of job offers that come from non-company email addresses, reputed company messaging platforms, or unsolicited calls.

To ensure your application is legitimate, please apply directly through our official careers page: https://reputed company.com/careers.

If you receive any suspicious messages or have questions, reputed company out to us at talent@reputed company.com.

Your safety and reputed company are important to us — thank you for your vigilance!

reputed company is proud to be an equal opportunity employer. We are committed to equal employment opportunity in the workplace regardless of race, reputed company, reputed company, religion, sex, national reputed company, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status.