Director of Customer Success

Remote
Full Time
Senior Manager/Supervisor

Codacy’s vision is to enable everyone to craft software with confidence while focusing on impacting the world at the speed of thought. Our DevOps Intelligence Platform includes two products that enable software development teams to achieve their full potential and give management teams visibility on their investment:

  • Codacy: provides software analysis to help developers quantify and act on their software quality, engineering performance, and security
  • Pulse: measures engineering health and performance so teams can continually improve with data-driven insights

We're curious, funny, radically honest yet kind, and we thrive on collaboration and transparency. We're a team of highly dedicated and ambitious domain experts brought together by the mission to help development teams reach their full potential, and driven by having a worldwide impact on software development. 

The Director of Customer Success defines how our company engages with our customers focusing on driving product adoption, leading a positive customer experience, and driving growth through gross renewals and net retention improvements.

This role includes:

  • Driving of customer outcomes, product adoption and customer experience
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
  • Reduce churn and drive new business growth through greater advocacy and reference ability
  • Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement
  • Build and lead world-class team:
  • Recruit and develop a high performing team
  • Develop company-wide customer success initiatives integrating processes, content and data to/from stakeholder organizations (e,g., Marketing, Sales, Product/Engineering, etc)
  • Foster collaboration and work closely with Bizops, Sales, Marketing and Product and across customers
  • Drive operational practices to track performance of teams and individuals

Drive Account Growth Outcomes:

  • Expand usage of our product, and consequential revenue, in accounts through cross sell and up-sell opportunities
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
  • Work closely with Bizops to understand the health and status of our customers and instrument, through collaborative work, our customer experience
  • Reduce churn and drive new business growth through greater advocacy and referenceability
  • Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate

Requirements

  • Demonstrated management experience leading teams in a software company, preferably in a startup growth environment
  • Demonstrated experience leading customer success managers, account management, or sales teams. Professional services experience is a plus.
  • Demonstrated experience leading managers of teams in a SaaS or subscription enterprise software company
  • Proven experience leading teams, driving new and expansion sales, driving software adoption and leveraging customer success best practices
  • Proven ability to develop strategies, translate them into initiatives and track successful delivery
  • Demonstrated ability to lead CSMs and successfully manage global, distributed teams across cultures, lines of business, and geographies
  • Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning
  • Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
  • Able to collaborate across the organization and with external stakeholders
  • Experience successfully working with senior (C-level) executives
  • Holds strong operational skills that will drive organizational efficiencies and customer satisfaction
  • Willing and able to address escalated client issues with speed and urgency
  • You share our values, and work in accordance with those values.

What else makes working at Codacy great?

  • Competitive Salary. Check our salary calculator at https://www.codacy.com/careers
  • Comprehensive health insurance
  • Generous learning and development budget;
  • Offline days
  • Flexible holidays;
  • Flexible working hours;
  • A remote first work policy (work from anywhere)
     
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