Director, Customer Success at Kazoo

| Austin
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Kazoo is an all-in-one Employee Experience platform that combines recognition, performance, and engagement in one powerful solution. By bringing together Real-time Recognition & Rewards, Continuous Performance Management, and Employee Engagement Surveys, Kazoo's employee-first solution enables companies to build purpose-driven cultures while increasing productivity, retention, and revenue. With over 600 global customers, the Kazoo platform puts actionable analytics in the hands of business leaders, connecting them to what really matters.
The Role:
Our Director, Customer Success is an important hire who will be responsible for establishing and executing on the vision of Kazoo's evolving customer engagement and program management teams. The DCS will be responsible for refining and upgrading the way that Kazoo partners with clients, establishing a strong point of view on the customer journey, while delivering exceptional employee engagement program results that enable client retention and growth.
To be successful in the role, you'll bring a range of experiences and capabilities - strong business and analytical skills, excellence in client management and driving business results, and an exceptional track record in building high-performing teams. You'll be both a strategic thinker and tactical executor, who can work with cross-functional stakeholders in delivery of clients results that lead to strong retention and growth results. In short, you build great teams who partner with clients to deliver impactful employee engagement programs that prove that "work is working" for our clients, allowing us to continue and expand our partnerships..
What You'll Do:
  • Lead the Customer Success team through its next evolution of scaled client management efforts, driving higher client engagement and satisfaction, and capturing higher retention and growth
  • Establish and roll out a comprehensive view of the Customer Experience Journey, optimizing the way that Kazoo engages with and supports all clients across our portfolio, from post-implementation to Upsell/Cross-sell
  • Identify and institute best practices in client and program management, delivering business results that exceed client goals, including program enhancements that drive meaningful employee engagement and client success
  • Apply customer success and organizational design principles to build an organization that can scale with Kazoo's rapidly-growing customer base. Create and institute corresponding career pathing and talent development opportunities across CS, as Kazoo scales
  • Develop a metrics-based culture focusing on critical, leading indicators for success, and early indications for growth and expansion efforts
  • Champion the principles of Value Selling, to acutely understand how to work with multiple buyers and stakeholders and unlock potential for growth
  • Partner effectively across the organization with key leaders and their teams including CPO, VP Sales, Director of Implementation & Success, and CMO to drive immediate and long-term client success
  • Synthesize and share voice-of-the-customer feedback with stakeholders to inform the product roadmap and shape the strategic business plans

Who You Are & What You Bring:
  • 10+ years of sales and/or client management experience, with 3+ years of people management and team building, preferably in a SaaS environment
  • Proven success developing scalable, metrics-driven and cost-effective customer success programs that align to corporate objectives and deliver business results
  • Success in coaching both individual contributors and team leaders in high-growth and / or high-change environments
  • Strong analytical and problem-solving skills, along with exceptional communication skills
  • Experience in organizational change and transformation, with proven results
  • Passion for building great teams, achieving targets and pushing cross-functional counterparts to be their best
  • Bachelor's Degree in Business

If you've reached this point in the job description and feel you're still not sure if you should apply...Just do it! You may not have 100% of all those bullets listed above - and that's okay! We know there are no perfect applicants. If you're feeling like you're not going to fit in with our teams - that's not okay. One of our company values is "Yes, &" - we believe in a diverse experience that allows us to build off the momentum of each other, so however you identity and whatever background you bring with you, we strongly encourage you to submit your application if this is a role you can be passionate about doing every day!
When you work at Kazoo, we provide competitive benefits to make your life better both in and out of the office, which include: health, dental and vision insurance; open vacation policy; flexible wfh policy; 12 paid holidays; 401k program; Stocked kitchen; Mac Laptop; Transportation/Parking Stipend; Generous Parental Leave; Fertility benefits; Breast milk delivery; EAP & more!
At Kazoo, diversity and inclusion are fundamental to how we grow and operate our business. We're building a diverse workforce that cultivates and supports all individuals. We believe a culture of equality creates a stronger work environment for all employees and that we are all accountable for encouraging and celebrating diverse voices. Kazoo commits to promote and recognize principles of fairness, equity, and social justice in relation to, and across, intersections of race, age, color, disability, faith, religion, ancestry, national origin, citizenship, sex, sexual orientation, social class, economic class, ethnicity, gender identity, gender expression, and all other identities represented among our diverse membership.
We strongly encourage people of color, lesbian, gay, bisexual, transgender, queer and non-binary people, veterans, and individuals with disabilities to apply. Kazoo is an equal opportunity employer and welcomes everyone to our team. If you need reasonable accommodation at any point in the application or interview process, please let us know.
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • RubyLanguages
    • TypeScriptLanguages
    • ReactLibraries
    • GraphQLLibraries
    • ExpressFrameworks
    • Ruby on RailsFrameworks
    • MongoDBDatabases
    • PostgreSQLDatabases
    • ApolloDatabases
    • Google AnalyticsAnalytics
    • SketchDesign
    • FigmaDesign
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • SalesLoftCMS
    • SalesforceCRM
    • OutreachEmail
    • MarketoLead Gen

Location

206 E. 9th Street, Austin, TX 78701

An Insider's view of Kazoo

What are some social events your company does?

I have never had so much fun at company social events before coming to Kazoo. Whether it’s Halloween where we’re all dressing up and competing for the best costume, social lunches, playing trivia, or end-of-year celebration, it’s always a hoot! Getting together with my fellow KazooCrew both in and out of the office is something I look forward to.

Elle

Head of People & Talent

What projects are you most excited about?

Kazoo is at an exciting tipping point, and partnerships and integrations are key to moving the needle. Many meaningful relationships for the business have been built especially with employee engagement being so top of mind. I’m excited about 2021 as we bring the partner channel from a foundational phase to the point of opening new doors for Kazoo.

Amanda

Business Development Director

How does the company support your career growth?

Kazoo supports my career growth by providing me with the tools I need & allowing me to determine when & how to use them. By trusting that I have the best interest of both our organization and our customers in mind, I’m able to try new things, introduce new ideas & continue learning. It's that level of trust & autonomy that has allowed me to grow.

Lisa

Manager, Accounts

How do you empower your team to be more creative?

I encourage teams to challenge the status quo, get creative, continuously improve processes and optimize tasks. We have a culture that allows for some trial and error in order to learn, which has led to more successful outcomes. People are more willing to think outside the box to solve problems instead of always going with what has been done before

Jo

Chief Financial Officer

What are Kazoo Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
We have organized a Culture Committee that helps to improve culture, drive cross-departmental connections, discuss important topics, and organize frequent activities/events
Open door policy
Team owned deliverables
Team based strategic planning
Open office floor plan
Diversity
Documented equal pay policy
Highly diverse management team
Unconscious bias training
We offer Unconscious Bias training as part of our onboarding process
Mean gender pay gap below 10%
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Employee Stock Purchase Plan
Upon hire, employees will receive company stock based on level
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Kazoo has a Flexible Paid Time Off (PTO) Policy for our full-time, benefits-eligible employees. We suggest employees take off at least 20 days (4 weeks)
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
ping pong, giant checkers, giant Jenga and video game hook ups
Stocked Kitchen
Snacks delivered every Monday
Some Meals Provided
Parking
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Promote from within
Continuing Education stipend
Time allotted for learning
We partner with LinkedIn Learning and provide employees with a license for continued education upon request
Customized development tracks
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