Director of Customer Success

Anchor

Anchor

Customer Service, Sales & Business Development
Tel Aviv-Yafo, Israel
Posted on Tuesday, January 23, 2024

Description

Anchor is revolutionizing the B2B Payments industry. It is 2024 and businesses still waste a lot of time and money manually creating, issuing, and processing invoices.

We are disrupting our market with an innovative end-to-end product designed for service providers' unique billing needs, turning the billing and collection process from a frustrating burden into a seamless automated function.

The Customer Success organization sits at the core of the business and is a key driver for Anchor’s growth.

We’re looking for an experienced, and hands-on candidate who will build, grow, and lead our Customer Success team across the entire customer journey including onboarding, activation, and retention. Reporting to the COO of Anchor, the ideal candidates will need to bring exceptional and holistic business acumen, passion for taking action, and a consultative, structured approach to differentiate themselves.

Join us at Anchor and help us make our customers’ lives easier!

Responsibility

  • Develop, implement, and own Customer Success strategies across the entire customer journey to align with customer goals and maximize value and satisfaction.
  • Develop and lead Anchor’s advisory, account management, and support practices to drive user adoption at scale and guide clients through a successful and positive onboarding and use of Anchor.
  • Create, foster, and nurture strong executive-level relationships, serving as a trusted advisor and advocate for their success
  • Establish metrics and implement reporting to measure customer satisfaction, assess effectiveness, measure results, evaluate trends, provide direct feedback, and report performance to leadership, stakeholders, and clients (e.g., KPIs/QBRs).
  • Review and implement CS systems (e.g., ticketing, support, reporting, documentation).
  • Build and maintain internal and external knowledge base for customers and internal teams to reference.
  • Develop joint success stories with customers for internal and external communication
  • Represent the voice of the customer to provide feedback and insights via close relationships with sales, product, R&D, and marketing.
  • Focus on team growth and enablement through hiring, training, mentorship, career development, and employee engagement.

Requirements

  • Ability to work US time (15:00-1:00 am)- Must.
  • Minimum of 3+ years of experience managing CS team leaders and 3+ years of experience as a CS team leader (managing employees) in a hyper-growth, data-driven international B2B SaaS company, facing US clients- Fintech is a plus.
  • Prior hands-on experience building, operating and scaling CS strategy and operating models and tools to drive growth and retention across the customer lifecycle.
  • Highly motivated, and proactive professional with an entrepreneurial mindset, desire to build and own, superior prioritization skills and ability to adapt to evolving needs.
  • Exceptional project management capabilities, adept at handling multiple projects simultaneously and creating organized plans with strong business understanding.
  • Superb analytical communication, and presentation skills with the ability to translate data into insights and a commitment to metrics, dashboards, and reporting.
  • A natural player-coach, who will own their own accounts on day 1, and manage and hire more people over time with demonstrated success.
  • Independent, fast learner, detail-oriented and possesses a Can-Do attitude.
  • Able to accurately synthesize client requests, convey them to cross-functional stakeholders, and collaborate to advance implementations.
  • Proven ability to manage complex stakeholder landscapes, building credible relationships on various levels of the organization.
  • Experience in preparing and hosting a wide variety of customer meetings, including workshops, business reviews, (product) demos and similar.
  • Exceptional excel modeling skills.
  • Tech-savvy and hands-on experience or familiarity with Hubspot and CS tools - must.
  • MBA or Bachelor's degree in accounting and/or finance or possesses at least 2 years of practical managerial experience in accounting, bookkeeping, or finance - advantage
  • Prior experience in management consulting, technical customer support, technical pre/post-sale roles, or sales roles is a plus.
  • English mother tongue level - must; Spanish - advantage.
  • Zero ego.