Director, Customer Success at Kazoo (Austin, TX)

| 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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206 E. 9th Street, Austin, TX 78701

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