Director of Customer Success, Strategic Accounts

over 2 years ago
Full time role
Remote... more
Remote... more

Company

Aurora is creating a future of solar for all. We’re putting the power of data and technology into the hands ...

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Job Description

About the role:Aurora Solar is a fast-growing Series C company on a mission to create a future of solar energy for all. Aurora makes the software that is enabling society to transition to a world powered by solar power. It’s our goal to have every solar installation in the world pass through our software, which has already been used to design millions of solar projects. Named one of “The Best Places To Work in 2021” by BuiltInSF.com and awarded #1 Solar Software platform by Solar Power World, Aurora is disrupting the energy industry and changing the course of history. The Director of Customer Success, Strategic Accounts will partner exclusively with our strategic customer segment. The role will grow and mentor teams of CSMs to support this critical business area for Aurora, helping grow and develop our largest, marquee customers to be successful with our expanding suite of solar sales and design products. We are a passionate and diverse team that aspires to be the best place for the best people and we’re looking for talented individuals to accelerate our exponential growth as we continue to scale. If you are looking for a stimulating and fulfilling role, come join us!

What you'll do:

  • Mentor and develop teams of customer success managers and their team managers
  • Engage Strategic customers as an executive sponsor for business relationships
  • Identify key improvements in the customer journey and develop programs to optimize for an excellent customer experience
  • Own key metrics such as NPS, customer time-to-value, and deliver annual/quarterly business reviews
  • Partner cross-functionally with Sales and Marketing teams to drive customer lifetime value and net revenue retention
  • Define and own Customer Success processes and drive towards operational excellence through constant efforts to update process flow
  • Develop functional playbooks to identify upsell opportunities with current customers and define customer transitions from sales to customer success

What we value:

  • 7+ years building and guiding Strategic customer success teams in a SaaS environment
  • Familiarity and proficiency in managing Strategic accounts for at least 3+ years
  • Ability to direct data-driven teams, with a focus on delivering against objectives with established metric achievement
  • Desire to coach, mentor, and develop the customer success management team across all levels of experience and expertise
  • Process-oriented mindset focused on optimization and seamless delivery

Aurora is dedicated to building a diverse and inclusive workforce of people who believe in and are passionate about creating a future of solar energy for all. We are an equal opportunity employer, we welcome and consider qualified applicants regardless of gender identity, sexual orientation, race, religion, age, national origin, citizenship, pregnancy status, veteran status, or any other differences. We encourage you to apply even if you believe that you do not meet all of the above criteria!For San Francisco applicants: Pursuant to the San Francisco Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records for employment.

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