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Logixboard about 2 years ago
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Logixboard is a white-labeled customer experience software that is transforming how the $2 trillion freight forwarding industry operates. In a highly competitive and technologically antiquated industry undergoing rapid digitalization, we are providing freight forwarders with the only white-labeled and integrated customer experience software available to the market today. Our software enables freight forwarders to deliver world-class digital experience to their customers, which propels them far ahead of their competition and dramatically increases customer retention and sales.Our customers absolutely love our platform, and we're experiencing tremendous growth both in new customers and in funding, with over $50 million in capital raised to date.About You:Logixboard is looking for a Director of Customer Success to help take our company’s growth to the next level as the leading digital SaaS platform in the freight forwarding space. As the Director of Customer Success, your role is to define, own, improve and manage the customer journey. This role will require you to both lead and execute result-driven activities.  You will play an integral part in defining and building our customer success playbook for our fast-growing start-up. This role will report to the Co-Founder and VP of Customer Experience.You will:Define and optimize the customer journey to drive customer outcomes, product adoption, and customer experienceInfluence future lifetime value through higher product adoption, customer satisfaction, and overall customer health scoresDrive programs and initiatives to improve engagement based on customer segmentation and lead a culture of continuous improvementDrive alignment with renewals and upsells:Align with key stakeholders on the renewal and up-sell strategy and focus on selling with a retention focus.Give feedback to Sales and Marketing on prospecting approachesEnsure clear and defined hand-offs from Sales to CSMsDefine CSM involvement during sales cycleOwn metrics for your teamSupport OKRs for the company and drive success for the CSM team to help achieve those goalsManage and improve customer NPS and other metrics demonstrating customer delightReduce churn and drive new business growth, focusing on improving NRRCreate dashboards to track customer success metricsAchieve operational excellence within the teamDefine segmentation of the team based on a customer baseReport out on metrics to Leadership, the team, and Company (as needed)Develop company-wide customer success motion integrating processes, content and data to/from stakeholder organizations, including across teams and timezones (e,g., Marketing, Sales, Product/Engineering, etc.)Create operational practices to track the performance of teams and inidualsBuild a world-class teamDeliver leadership so that team is highly motivated and engagedBuild a pipeline of amazing, erse, global candidatesSet expectations and provide regular feedback on performanceSet up trainings and mentorship programs to help grow the teamFoster collaboration within the CX team and across customersManage underperforming team membersWe are looking for: 5-7+ years of demonstrated progressive experience leading customer success and support teams in B2B SaaS companyProven experience leading teams, driving new and expansion sales, driving software adoption, and leveraging customer success best practicesProven ability to develop strategies, translate them into initiatives and track successful deliveryDemonstrated ability to lead and successfully manage global, distributed teams across cultures, and geographiesPossesses a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teamsDemonstrated operational excellence in analytical thinking, process development, and improvement, problem-solving, communication, delegation, and planningAble to be flexible and agile in responding to evolving business priorities and dealing with ambiguityAble to collaborate across the organization and with external stakeholdersHolds strong operational skills that will drive organizational efficiencies and customer satisfactionBenefits: * We are a remote first company, meaning, you can work from home, from the mountains, from the beach, or wherever you feel like getting work done.* Since our teams span across North America, LATAM, Australia, and the UK it is important for us to make it a priority to see one another. Logixboard will host a yearly in-person company retreat and our teams get together for in-person offsites at least once a year. Logixboard covers 100% of premiums for Medical, Dental, and Vision for you, with 75% of premiums covered for your loved ones. We’ll also offer paid life insurance and Long Term Disability.12 weeks parental paid time plus a $2,500 parental bonus to support you and your family.Our 401(k) plan makes it easy to save for retirement and you can contribute your tax free dollars from day 1.In addition to statutory and Federal holidays, we offer our teammates Flexible Time Off (average is 4-5 weeks) that can also be used to observe holidays that are important to you.A yearly Learning and Development budget of $500 to find your own way to continue your professional development.To get your office set up, you will receive the basics (laptop, monitor, keyboard and a mouse), plus a one time WFH budget of $1,000 for you to get the other things you need in order to do your best work.At Logixboard, we believe that people come first and we are committed to building teams that represent a variety of backgrounds, perspectives and skills. We highly encourage under-represented and traditionally marginalized communities to apply. Together, we will create and maintain working and learning environments that are inclusive, equitable and welcoming. If you require assistance or accommodations in the application or interview process, please contact [email protected]. #LI-REMOTE#LI-RB1 #Salary and compensation

No salary data published by company so we estimated salary based on similar jobs related to Education, Sales, Accounting, Finance, Senior, Design, Scrum, Mobile, Junior, Engineer, Illustrator, Digital Nomad, SaaS and Marketing jobs that are similar:
$62,500 — $115,000/year
#Benefits
💰 401(k)🌎 Distributed team
#LocationSeattle, Washington, United States