Director of Customer Success

The Director of Customer Success will lead multiple teams of Growth Advisors, focusing on delivering exceptional results for our digital marketing clients. This role demands significant experience in customer success leadership, strategic planning, and cross-functional collaboration. The Director will be responsible for developing and implementing initiatives that enhance client retention and growth.

ABOUT THE COMPANY

At BizIQ, our mission is to accelerate business growth through innovative and affordable digital marketing solutions. We are a trusted Google Featured Partner, with a success record of helping over 36,000 small businesses enhance their online presence. Nationally recognized for our award-winning culture and listed on the Inc 5000 as one of the fastest-growing companies, we also hold an A+ BBB rating for ethical business conduct. With a vision to impact 150,000 businesses, our organization is built on a foundation of commitment to our core values: Growth Mindset, Results Oriented, Innovative, Inspirational, Accountable and Transparency.

OBJECTIVES

• Collaborate closely with the Vice President of Customer Success to execute customer growth strategies and achieve organizational objectives.
• Lead and mentor a dedicated Customer Success team, fostering a culture of excellence and continuous improvement. Ensure the team is aligned with organizational goals and client success metrics.
• Develop and implement initiatives to drive customer growth and enhance retention. Identify opportunities for upselling and cross-selling to maximize customer lifetime value.
• Establish and monitor key performance indicators (KPIs) for Growth Advisors, providing regular reports and insights to the executive team. Utilize data analytics to drive continuous improvement in customer satisfaction and success.
• Oversee the development of effective communication strategies to keep clients informed and engaged. Address escalated client concerns or issues, ensuring prompt resolution and overall client satisfaction.

COMPETENCIES

• Deep knowledge of the digital marketing landscape and be able to guide clients on best practices and strategies to achieve their marketing goals. This includes understanding various digital marketing channels such as SEO, websites, social media, email marketing, and content marketing.
• Strong leadership skills and be able to effectively manage and motivate a team of customer success managers. This includes setting clear goals, providing guidance and support, and fostering a positive and collaborative team environment.

EXPERIENCE AND EDUCATION

• 7+ years of experience leading and building high-performing customer success teams.
• 5+ years of Digital Marketing Experience required.
• Strong track record of achieving retention (>95%) and growth targets that lead to driving business growth.
• Bachelor’s Degree in business, marketing, or a related field is a plus.

COMPANY BENEFITS & PERKS

• Health Benefits: United Health Medical plans (with Company HSA Contribution), MetLife Dental plans, Vision plan, Life Insurance, Disability Insurance and more
• Paid Time Off: 15 days of PTO accrued annually, 6 paid holidays, plus 4 floating holidays
• Retirement Savings: 401K
• Parental leave: Inclusive and supportive parental leave policy
• Peer-to-peer Recognition: We call it BizBucks – a rewards program where you can receive weekly prizes Including Amazon gift cards or other prices.

COMMITMENT TO DIVERSITY

As an equal opportunity employer committed to a diverse and inclusive workplace, BizIQ values a staff reflective of our community. We hire talent at all levels, regardless of race, color, religion, age, national origin, gender, gender identity, sexual orientation, or disability. We actively foster inclusion within our company and in all interactions with clients, candidates, and partners.