Director, Customer Success

about 2 years ago
Full time role
Remote · Chicago, IL, US... more

About Rheaply

Founded in 2016, Rheaply, Inc. is a Chicago-based technology company with a mission to build transformative technology so that every resource finds its next use. Rheaply has developed and launched a resource exchange platform for colleagues and communities to exchange resources and materials (e.g. furniture, fixtures, equipment, and other building products), tracking cost savings and waste reduction in the process. Recently, Rheaply has been featured in Forbes, Inc Magazine, The New York Times, Nature, VERGE, and Greenbiz, among others, and has won several awards within the climate tech and social innovation space.

Rheaply has also been awarded the 1871 Disrupter Award, Most Innovative Reuse Company, 2021 Social Innovator Award from Chicago Innovation, and 2022 Environmental Stewardship Award from the Baumhart Center for Social Enterprise and Responsibility among other notable awards and recognitions.

Opportunity

Reporting directly to the Senior Director of Operations, the Director, Customer Success will be responsible for leading our Customer Success team. As we continue to expand our business, we are seeking an energetic, personable, highly motivated, and focused individual that will naturally embody our core values. 

The ideal candidate will be located in the Chicagoland area, have a minimum of 2 years in a lead role within the SaaS environment and a minimum of 5 years as a Customer Success Manager - ideally in a high-growth, venture backed environment. Any experience in climate, asset management, and/or inventory management technology would be preferred. The ideal candidate should be comfortable with coming into Rheaply hitting the ground running.

This role will require someone who enjoys helping individual team members achieve their goals and aid in career development by advocating for them while also focusing on delivering excellent customer experiences that drive customer loyalty. 

Roles and Responsibilities 

  • Coach & Develop
    • Manage, support and develop the Customer Success team. This will require excellent people management, performance management, and implementation of coaching in a fast-paced and rapidly changing environment, to ensure frequent knowledge sharing & development of technical expertise. 
    • Build, repeatable and scalable processes within the CS team, with continuous feedback from the CSMs.
    • Onboard new CSMs with revenue growth and ensure comradery is maintained with the CS Team
  • Drive Customer Growth 
    • Lead the customer journey adoption and retention, while sustaining long-term relationships with customers, including ensuring a successful onboarding process, increasing product adoption, boosting engagement and retention, facilitating upsells, expansions and renewals with sales, and maintaining high levels of customer satisfaction.
    • Revise and improve client-specific processes to facilitate a delightful customer experience within every milestone of the customer journey.
    • Guide CSMs as they lead weekly client status, strategize on increasing the marketplace activity, and support user activity 
    • Build and maintain strong, long lasting customer relationships at multiple seniority levels, including executive leadership, and serve as the trusted point of contact
    • Measure customer satisfaction & ensure consistent feedback is received & actioned from existing clients to improve our service identify opportunities for upsell and renewal
    • Define and measure customer success account metrics to ensure alignment with product & marketplace growth  (onboarding, new product, new message, etc.)
    • Assist with time-sensitive requests or de-escalate  client concerns as they arise.
    • Have lots of fun while making a significant contribution to the company’s success.
  • Cross-Functional Support
    • Drive collaboration and provide/receive feedback with cross-functional leaders internally to consistently deliver excellent customer experiences that drive customer loyalty & engagement.
    • Ensure continuous feedback loops to all functions of the business with a focus on how to improve customer delight
    • Work with AEs to continuously optimize the handoff process, and ensuring complete knowledge transfer to CSMs
    • Create a dashboard to help track and build upon customer-specific metrics 
    • Develop strategies to grow existing service revenue

Minimum Qualifications

  • Bachelor’s degree or equivalent work experience
  • Minimum of 2 years in a lead role within the SaaS environment and a minimum of 5 years as a Customer Success Manager in a customer facing position for B2B SaaS companies
  • Proactive problem solver with impressive communication skills and a genuine passion for the success of their customers
  • Great verbal and written communication skills
  • Understanding of the SaaS adoption curve - how to drive usage from stage to stage
  • Proven track record of being a detail-oriented, team player who has empathy for the customer and takes pride in helping them get the best possible value out of the Rheaply platform.
  • Multi-tasker and self-starter, with strong time management and prioritization skills
  • Proven experience to help navigate through difficult client conversations and come to a satisfactory resolution
  • Strong presentation skills and credibility with audiences of all levels
  • Strong analytical skills, process-oriented thinker
  • High standards, with the flexibility to improvise and move fast in a changing high-growth startup environment

What We’d Like to See from You 

  • You are a scrappy, motivated team player who understands the various needs of a growing company
  • You are curious, research-focused, ready to learn, and someone who over-communicates
  • You believe in Rheaply’s Core Values and shall conduct your work in accordance with our values 

More About Rheaply

At Rheaply, we envision a world where all assets and resources are highly visible, searchable, and reusable. Join us today to help us achieve our mission. 

Rheaply, Inc. is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status, in any of our activities or operations. These activities include, but are not limited to, hiring and firing of staff, selection of volunteers and vendors, and provision of services. We are committed to providing an inclusive and welcoming environment for all members of our staff, clients, interns, volunteers, subcontractors.

Rheaply’s Core Values

We strive to provide the most seamless experience for our users, enabling our client organizations to achieve full utilization of their assets, thereby reducing procurement, storage, as well as environmental costs by keeping valuable resources in circulation. As a team, we pledge to execute our work in accordance with our seven Core Values

  1. We Listen To and Delight Our Users -- Our users are our most important stakeholders. We strive to provide the most seamless user experience and value to our users across client organizations. We do our best to have empathy for their problems and challenges. We listen to users’ feedback and provide timely responses to questions and needs.
  2. We Encourage Individual Team Member Growth, Innovation, And Happiness -- Our people are our most valuable assets. Rheaply’s success is dependent upon the collective drive, intelligence, curiosities and contributions of all of our team members. We care for the wellbeing of each team member and ensure that they have the support and mentorship they need to succeed at Rheaply and beyond.
  3. We Value Transparency, Humility, and Open Communication -- The key determinant to our successful market execution is our ability to communicate and share successes, learnings, insights, struggles, and solutions across our teams. At Rheaply, we strive to cultivate a culture of intelligence with humility. We care about hearing each member’s voice and understanding his or her unique perspective.
  4. We Care About Our Communities And The Environment -- Rheaply is driven by the mission to reduce our environmental footprint and accelerate our transition to a circular economy. We strive to live by our mission of promoting environmental awareness and waste reduction in our decisions and actions at Rheaply and beyond.
  5. We Promote A Collaborative Culture of Learning and Problem-Solving -- Rheaply is committed to finding straightforward solutions to complex problems. We are constantly learning from each other, from our clients, and from our competitors. We strive to understand problems at the microscopic level and become industry experts in building, deploying, and iterating sustainable, circular solutions.
  6. We Are Tenacious and We Own Our Work -- At Rheaply, we are dedicated to enabling the transition to a more circular world. We are relentless about our mission and vision. We hold ourselves accountable for our words and actions, both internally and in the market.
  7. We Strive To Be Helpful -- We view all the work we do at Rheaply as daily, non-stop efforts to help and support each other, our clients, our users, our partners, and our shared environment.

Rheaply, Inc. is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status, in any of our activities or operations. These activities include, but are not limited to, hiring and firing of staff, selection of volunteers and vendors, and provision of services. We are committed to providing an inclusive and welcoming environment for all members of our staff, clients, interns, volunteers, subcontractors.