Director, Customer Success

Who You Are

You have Heart for Service

We provide extraordinary service to our customers, coworkers, and our community by going out of our way to appreciate and support them.

You are Curious

We create products that help our customers listen and be curious, and we ourselves are curious. We strive to understand our customers’ business problems and the solutions delivered with our software.

You Find a Way

We help our customers and employees succeed by finding solutions to their problems. We have a can-do attitude and we do what we say we will do. 

About Alchemer

Alchemer offers the world’s most flexible feedback platform that allows organizations to hear from their customers and employees in the moments that matter most. By integrating into the systems organizations use every day, Alchemer keeps feedback in the hands of the people who can immediately take action and close the loop. Alchemer serves more than 13,000 global marketing, CX, HR, and market research customers, including many Fortune 500 companies. Alchemer is a KKR portfolio company.

Alchemer has tremendous opportunity to continue this growth, based on current market size and the potential for more sophisticated product positioning and a robust sales and marketing engine. Details on Alchemer’s products and services can be found on our website (www.alchemer.com).

About the Job:

We are seeking an experienced and results-driven Director of Customer Success to join our team. The Director of Customer Success will be responsible for driving customer adoption, retention and growth, and will play a crucial role in defining the overall customer success strategy for the company. The Customer Success team serves as an advocate for our customers to ensure that we exceed their expectations.

How You Will Spend Your Days:

• Lead the Customer Success Management (CSM) Team, developing, and building the department for scalability and growth.
• Collaborate with cross-functional teams to identify and prioritize customer needs and provide solutions.
• Act as the primary point of contact for key accounts and stakeholders, fostering strong relationships and ensuring customer satisfaction and retention.
• Work closely with the product and development teams as the VOC (voice of the customer) on product issues and bugs, new features, and strategic roadmap priorities
• Monitor and analyze key metrics and customer feedback to continuously improve the customer experience and drive customer success.
• Develop and implement best practices, processes, and tools to scale the Customer Success function.
  
  
  

What You Bring to This Role:

• 7-10+ years of experience in Customer Success Management, preferably in a SaaS environment
• Proven experience as a strong people manager and coach
• Strong empathy for customers and a passion for delivering positive outcomes, revenue, and growth
• High sense of ownership, self-motivated and accountable for achieving implementation and client satisfaction goals
• Exceptional verbal and written communication skills with the ability to drive difficult conversations, and effectively communicate complex technical or business concepts to senior customer leaders
• Strong organization skills to lead multiple, simultaneous implementations and programs
• Creative and effective problem solver, able to break down issues, ask the right questions, and make judgment calls based on limited information
  
  
  

Compensation for this position includes an annual base salary between $160,000 and $180,000 base salary and variable commission structure, with the opportunity to participate in the Employee Participation Unit program.

Alchemer provides a rich benefits package that includes health and disability coverages, an incredible 401(k) option that includes a per-payroll match and immediate vesting, unlimited time off and twelve paid company holidays.

Alchemer is taking applications for this position from candidates who are legally authorized to work in the US and do not require now, or in the future, immigration sponsorship for work authorization.

At Alchemer, we're committed to attracting, developing, and promoting a diverse workforce, and infusing DEI throughout all of our internal practices. By ensuring that everyone is able to bring a diversity of talents to work, we're increasingly capable of living out our mission in helping our clients. We encourage people from underrepresented backgrounds and all walks of life to apply.