Director, Customer Success
Captiv8 is the largest AI-Powered Branded Content Platform, connecting brands to digital influencers and creators to tell powerful stories. Marketers leverage the platform to discover influencers, create buzz-worthy content, manage their campaigns, and measure results. At the core of the platform is Insights, a social listening tool with real-time audience data across Instagram, Twitter, YouTube, and Facebook. For more information, visit www.captiv8.com
Build upon Captiv8’s existing Customer Success processes and best practices to set a foundation that can scale CS for Captiv8's Self-Serve, End-to-End Influencer Marketing Solution from Creator Discovery and Activation to Campaign Workflows, Reporting and Payments. You will manage their lean team while growing the CS function from an operational and personnel perspective.
You Can Expect To:
Reporting to the Head of Revenue, you will contribute to customers’ success with Captiv8’s Marketplace offerings, and empower CS to grow into a consultative arm - ensuring engagement, retention, and growth of clientele. You will co-define and optimize the customer journey, standardize a success plan for customers, and identify opportunities for continuous improvement. When you join, you will be responsible for a global key account, and as you scale your team, you will focus on strategic initiatives including providing actionable insights via QBR’s.
Skills and Knowledge:
- Proven Customer Success Leadership with SaaS and preferably ad-tech expertise
- Client manager that has grown Key Accounts and contributed with measurable impact
- Co-created and impacted the growth of a CS Team via structure and people
- Data-driven player with the ability to meet ambiguity with structure, clarity, and precision
- Current on CS best practices (for internal and external efforts)
- Energized by startup environments
- Established management style that empowers a team, leads by example, and sets clear expectations with a high bar
- Gifted communicator who fosters strong, strategic relationships and recognizes how to instill long-term value with a clientele