The 4M Analytics customer base is growing and we are looking for the right candidate to join our team as a Director of Customer Success. Reporting to the VP of Sales, you will be responsible for building and maintaining strong relationships with our customers and ensuring their adoption and success with our 4Map Utility Platform. Leveraging your experience with customer success programs, you will work with our leadership to define and implement the 4M customer success playbook, be the first point of contact for our customers and will play a critical role in their journey with our company, driving long-term customer satisfaction, retention and account growth. This is a new role at 4M Analytics and will require the right person to be our customer success ‘doer’ and customer success ‘leader’, setting us up for future customer success team expansion.
Responsibilities:
- Work with 4M leadership to define, implement and lead our customer success program, including our success playbook, success metrics and goals, account status reports, engagement process and lifecycle journey.
- Work closely with sales, marketing and product teams to ensure we are capturing the ‘voice of the customer’ and that voice is turned into action at 4M.
- Provide proactive engagement with customers from kickoff onboarding and a regular follow-up cadence to ensure they are satisfied with our product and deliverables.
- Provide training and support to customers to help them fully adopt our product.
- Manage customer accounts, including driving agreement renewals, identification of upsell and account growth opportunities, supporting finance with invoicing and collections when needed.
- Work with RevOps to maintain and automate a customer health report, analyze customer data to identify trends and areas for improvement.
- Monitor accounts to identify churn risk and determine the best course of action to mitigate the risk.
- Build and maintain our customer knowledge base, support our community and product launch programs and provide continuous improvement recommendations to the 4M Customer Success Program.
Requirements:
- 3-5 years of experience in customer success
- 1-3 years of experience in customer success leadership (preferred)
- You have experience in construction technology solutions and the construction industry
- Your people skills are top-notch
- You’re great at solving problems
- You work equally well as part of a team and as an independent operator
- You’ve worked with Salesforce
- Maybe you have utility, GIS and mapping technology experience
- You recognize the dynamic nature of working in a startup company and MUST love it
- You must be a self starter and have the desire to ‘do’ and ‘lead’
- Base and bonus compensation up to $140K/Annually
