Director of Customer Success

| Austin
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ePayPolicy is the leader in e-payments for the insurance industry. We’ve built a payments platform to enable all of our market segments to easily track, report, and send / receive payments to anyone at any time. By way of our cool inventions, we empower our clients to speed up receivables and bind business faster throughout the insurance purchasing process. We integrate with over 12 different industry management systems, and our clients immediately notice the ease-of-use purchasing experience and boosted productivity. Trusted by over 4,000 clients nationwide, ePayPolicy makes insurance payments super easy. 

We’re based in Austin, TX and have clients in all 50 US states with plans to include Canada this year. 45 team members proudly boast of a successful 2020 with exciting plans to come in 2021. Founded in 2014, we have the support and backing of Serent Capital, one of the top private equity firms in the US that invests in high-growth software and services firms and manages over $2B in committed capital. 

Job description

As the Director of Customer Success, you will build and lead the customer success team, including Customer Support and Account Management. The Customer Success team will help ensure ePayPolicy customers successfully adopt the product with a positive experience, driving growth for ePayPolicy through renewals and expansion. 

Responsibilities

  • Set the overall vision and strategic plan for the Account Management and Customer Support organizations, focusing on driving product adoption, leading a positive customer experience, and driving growth through gross renewals and net retention improvements.
  • Drive customer outcomes, product adoption, and customer experience
  • Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores
  • Reduce churn and drive new business growth through greater advocacy and reference ability
  • Define and optimize the customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement
  • Work closely with sales management to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., opportunities and risks)
  • Drive Account Growth Outcomes:
    • Expand our revenue in accounts through new sales and up-sell opportunities
    • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
    • Reduce churn and drive new business growth through greater advocacy and reference-ability
  • This role is focused on sales and customer success management and is not a technical support-related role.
  • Define and optimize the life cycle for our customers 
  • Define and launch department onboarding and training
  • Manage customer escalations from your direct reports
  • Determine how to define, drive, and demonstrate quantifiable value (ROI)
  • Monthly analysis of product adoption, NPS scores, etc.
  • Implement a method/system to analyze customer health data + track ROI at scale 

 

Requirements

  • 5 - 10 years of management experience leading teams in a software company
  • 5 years experience leading customer success managers, account management, or sales teams. 
  • 3 years experience leading managers of teams in a SaaS or subscription enterprise software company.
  • Proven experience leading teams, driving new and expansion sales, driving software adoption, and leveraging customer success best practices
  • Proven ability to develop strategies, translate them into initiatives, and track successful delivery
  • Possesses a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate teams
  • Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation, and planning
  • Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
  • Able to collaborate across the organization and with external stakeholders
  • Holds strong operational skills that will drive organizational efficiencies and customer satisfaction
  • Willing and able to address escalated client issues with speed and urgency

 

Why ePayPolicy

  • Competitive compensation
  • Comprehensive benefits package with employer-paid Life and Disability premiums
  • 401K
  • Unlimited PTO
  • Company-sponsored quarterly “ePayItForward” initiatives 
  • Supportive and inclusive company culture with a focus on work/life balance
  • Fully-stocked kitchen; safety protocols in place for those that choose to work onsite
  • Daily lunch delivery stipend while onsite
  • Open communication (We won’t box you in! If you have a cool idea for a product improvement or a suggestion on how to improve the customer experience, let’s talk about it. We value everyone’s ideas and opinions.)

 

ePayPolicy Hiring Practice

We value diversity at ePayPolicy. The company will hire, recruit, and promote without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, pregnancy or maternity, veteran status or any other status protected by applicable law. We understand the importance of creating a safe and comfortable work environment and encourage individualism and authenticity in every member of our team. 

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavascriptLanguages
    • SqlLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • Twitter BootstrapLibraries
    • ASP.NETFrameworks
    • Microsoft SQL ServerDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • CanvaDesign
    • TrelloManagement
    • SlackManagement
    • WordpressCMS
    • HubSpotCRM
    • PipedriveCRM
    • MailChimpEmail
    • SendGridEmail

Location

The office sits in the shadow of the Pennybacker bridge, with access to and amazing views of Lake Austin.

An Insider's view of ePayPolicy

What’s the vibe like in the office?

The vibe here is extremely friendly and laid-back, while still promoting getting things done. Everyone gets along well, and plays off each others strengths.

Tyler

Application Developer

What's the biggest problem your team is solving?

Since we have such strong client acquisition from trade shows and inbound leads, we're working on maximizing our outbound floor plan to make it as strong as possible.

Keith

Team Lead

How has your career grown since starting at the company?

My three years here has been ridiculously awesome. I started in Customer Support part-time, and today I am involved in just about every area of the business.

Nathan

Team Lead

What unique initiatives do you have that encourage innovation?

We have a saying at ePayPolicy that goes like this. "The best idea wins. So who has it?" We encourage everyone to question why we do things the way we do and offer other solutions. We believe a collaborative environment brings out all of our best ideas.

Todd Sorrel

Co-founder

How do you collaborate with other teams in the company?

I collaborate with the marketing team, mostly. When they get inbound leads they send those my way, so our work really goes hand in hand.

Morgan

Inbound Product Specialist

What are ePayPolicy Perks + Benefits

ePayPolicy Benefits Overview

ePayPolicy offers comprehensive health and wellness coverage, and unlimited paid time off. We invest in and give back to our community with our #ePayItForward initiatives. As we've more than doubled in size since March 2020 (yes, just as the pandemic took over!) we've kept our teams engaged while working remotely and transitioning back to our brand new office space right on the shores of Lake Austin. A fully stocked kitchen and monthly team lunches (held safely!) keep us running and continuing to be the best in our industry. Join our resident yoga instructor for daily sessions to keep mind and body aligned.

Culture
Volunteer in local community
ePayPolicy volunteers at Austin Mobile Loafes & Fishes. Mobile Loaves & Fishes provides food & clothing & promotes dignity for our ... prepared feeding program to the homeless and working poor.
Partners with Nonprofits
We've partnered more recently with an organization called USupplies to provide back-to-school materials to kids who will be learning remotely at the start of this year.
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Diversity manifesto
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Free Daily Meals
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Promote from within
Online course subscriptions available
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