Director of Customer Success

Document Crunch is seeking an experienced and motivated Director of Customer Success to join our growing team. As the Director of Customer Success, you will be responsible for leading and managing our customer success team, ensuring the success and satisfaction of our customers. You will play a crucial role in developing and executing customer success strategies to drive adoption, retention, and expansion within our customer base.

Who is Document Crunch?

We are a cutting-edge company building innovative AI tools that simplify construction contracts by quickly identifying critical risk provisions and providing teams with guidance to make great decisions throughout the entire project lifecycle. Our tools enable construction teams to get subject matter expertise - usually only gained through outside consulting – for a fraction of the cost. We empower the entire industry by identifying WHAT critical issues exist in contracts and documents, and WHY those critical issues matter, so the teams can make better business decisions without traditional overhead. We know that in order to achieve great things, you need a great team. We are a values-driven company and every single one of our “CRUNCHERS” goes above and beyond to help our customers achieve success.

A must for this position (and everyone on our team) is to stay true to our core values. 

We Are Warmhearted

Our success is powered entirely by our people who are real and approachable. We foster an environment that is warm, fun, and welcoming for everyone.

We Are Inspired

We care deeply about our mission and are inspired by our potential. If it was easy, everybody would do it, but we are striving for greatness. We take pride in being owners on this journey.

We Are Growth-Minded

Life is short and we want to make our time count. We invest in growth personally and professionally. We never stop chasing our why.

Key Responsibilities

• Strategic Leadership:
• Develop and execute a customer success strategy aligned with the company's overall goals and objectives.
• Establish key performance indicators (KPIs) and metrics to measure the success of the customer success team and drive continuous improvement.
• Collaborate with cross-functional teams, including product, engineering, sales, marketing, and finance, to ensure alignment and a seamless customer experience.
• Team Management:
• Build, lead, and mentor a high-performing customer success team.
• Provide team members coaching, guidance, and professional development opportunities to foster growth and retention.
• Set clear goals and expectations for the team and hold them accountable for results.
• Customer Onboarding and Training:
• Oversee the customer onboarding process to ensure a smooth and successful transition for new customers.
• Develop and deliver training programs and resources to help customers maximize the value of our products.
• Continuously evaluate and refine onboarding and training processes to improve effectiveness and efficiency.
• Customer Engagement and Retention:
• Cultivate strong relationships with key customers, understanding their needs, challenges, and objectives.
• Proactively identify opportunities to add value and drive customer satisfaction and loyalty.
• Ensure accurate forecasting of at-risk accounts based on product usage patterns.
• Develop and implement retention strategies to minimize churn and maximize customer lifetime value.
• Customer Advocacy:
• Serve as the voice of the customer within the organization, advocating for their needs and priorities.
• Gather customer feedback and insights to inform product development, enhancements, and roadmap decisions.
• Work closely with the product team to ensure that customer feedback is incorporated into product planning and development processes.
• Technology & Systems:
• Proficiency in CRM software (e.g., Salesforce, HubSpot) for managing customer relationships and tracking interactions.
• Familiarity with construction technology platforms and related technologies is a plus.
• Strong analytical skills with the ability to gather and interpret data from various sources to drive decision-making.
• Excellent verbal and written communication skills with the ability to convey technical information to non-technical audiences.
• Experience coordinating customer success initiatives with project and/or ticket management tools (e.g., Trello, Jira, Asana, Zendesk, Intercom).

Requirements

• 5+ years of experience in customer success or account management, preferably in a SaaS or technology-related industry, focused on onboarding, training, and customer relationship management

• Proven track record of leading and managing a customer success team
• Strong understanding of customer success principles and strategies
• Excellent communication and interpersonal skills
• Ability to build and maintain strong relationships with customers
• Strong analytical and problem-solving skills
• Results-oriented mindset with a focus on customer satisfaction and retention
• Experience working with CRM and customer success software
• Bachelor's or Master's degree in business, marketing, or a related field

Benefits

• Competitive salary and benefits package. 

• Close to the ground floor of an incredibly high-growth business 
• Substantial internal growth opportunities and emphasis on personal & professional development 
• Generous paid time off policy 
• World class medical, dental, and vision benefits 
• 401k 
• Participation in the employee stock option program 
• Open-minded and collaborative work environment with a focus on results 

We are currently hiring for this role in our Regional Hubs (Atlanta, Austin, and Houston). While we are a remote first workplace, we want Crunchers in these locations to better facilitate periodic in person meetings, get togethers and trainings. Periodic travel will be required.  

We value diversity, equity, and inclusion in everything we do. It is our policy to provide equal opportunity to all people without regard to race, color, religion, national origin, marital status, veteran status, age, disability, pregnancy, sex, sexual orientation, gender identity or any other legally protected category.