Director Customer Success

About The Company

Nurture Boss is a rapidly growing SaaS startup helping the multifamily space more effectively market to their prospects and residents with new and innovative strategies. We are looking for leaders to be self-disciplined, motivated, able to work with ambiguity and continue to build this company and maintain our best in class service, within the Multifamily Industry. These people will help lay the foundation the company will build on top of for years to come. They’ll have the grit and tenacity to work hard as an individual contributor while also building a framework around them that will grow with the company as we scale.

Job Summary

We are looking for a new leader to head the Customer Success Department at Nurture Boss. The Director of Customer Success will create new, maintain and optimize the processes and structures that foster customer relationships, resulting in customer retention and loyalty. As the Director of Customer Success you will be in charge of ensuring the CSMs at Nurture Boss increase operational efficiency while not losing the personal touch that makes the CSMs at Nurture Boss our secret weapon.

Responsible For

• Create, support, and manage the implementation, use, and optimization of the CS tech stack at Nurture Boss.
• Collaborate with product, sales, and other teams to create efficient processes for onboarding, client health and satisfaction monitoring, and renewals.
• Design and generate various reports and dashboards to provide actionable insights on key CS metrics and levers.
• Train, mentor, and coach CSMs at Nurture Boss whom will report directly to you.
• Identify areas of opportunity for increased efficiency in our CSM processes without losing the personal touch we offer customers.
• Increase customer satisfaction by developing a deep understanding of customer needs/goals, and communicate regularly with the CS team to proactively and intentionally drive customer health, including adoption of our platform and ROI
• Partner and work closely with the Sales leadership to define and achieve custom success criteria, build & communicate success plans, demonstrate ROI and ensure customers are continuously working toward key milestones.
• Increases Net Revenue Retention and identify opportunities for more revenue within existing customers.
• Responsible for saturating the accounts within the portfolio of clients to win more business.
• Held responsible for and accountable to company Churn and Net Revenue Retention metrics.
• Be the voice for customers internally at Nurture Boss — proactively communicate customer stories, insights, value props, and feedback to advocate to Sales, Marketing & Product teams.
• Maintaining specific Customer Success Team KPIs that include but are not limited to: retention, saturation, case studies, time to onboard, QBR’s, etc.

Qualifications/Skills

• Experience leading and building CS teams.
• Experience building process and department building.
• Motivated by achieving goals and metrics you are help accountable to.
• Killer customer service skills with passion for customer advocacy & problem solving.
• Ability to communicate passionately, collaborate and rally others, and translate data into insights.
• Enthusiastic, driven, and self-motivated team player who is comfortable working in a growing environment.
• Strong aptitude for technical software products.
• Experience in SaaS industry and/or multifamily industry preferred.

Qualifications/Skills

• Able to work with ambiguity.
• Trustworthy.
• Personal brand and reputation is important.
• Aligns with Nurture Boss’ company culture.

We Offer

Health, Dental and Vision – We offer the usual medical benefits along with unlimited PTO (and encouragement to use it!) to help you stay healthy and happy.

Unlimited PTO – As mentioned we have unlimited PTO. We believe strongly in R&R to help you stay mentally and physically fresh. Burnout is real. The best employees are excited to come to work.

Remote Position – Need to deal with a contractor? Have an inconvenient appointment? No worries – this is a work from home position! While we love seeing each other in the office life, uh, has a way. We don’t want typical life duties to keep you from being productive. Our offices are located in Arizona, all remote positions are 100% WFH 🙂

Equity in Company – We are a true startup and want each employee to have skin in the game. It’s not worth working for if you don’t benefit in the end. Everyone who joins Nurture Boss gets their fair share of equity.

Transparency – We don’t hold back. Everyone has access to the most recent business metrics and financial information.

Tools You Need – We provide every employee with a Mac or PC laptop and monitor. We also purchase any other tools you need to be productive.

A Place to Grow – At Nurture Boss the possibilities are endless!

Our Values

Challenge & Collaborate – Working together with diverse backgrounds creates the best results. We all bring unique viewpoints to solve each problem. We have strong opinions that are loosely held.

Done Is Better Than Perfect – Something is better than nothing. We let our customers tell us what needs to be different and don’t hold back value waiting for perfection. We remain agile to deliver value fast.

Problem Solving – We are obsessed with our customers’ problems. Their success is our success. We follow through and deliver on our promises.

Forever Learning – Intelligence is knowing there is more to know. Failing forwards means we are always improving and getting better, creating an environment that fosters personal and professional growth.

Radical Candor – With trust and accountability we achieve radically candid communication to level up and feel heard.

Nurture Boss is an equal opportunity employer and values diversity at our company. We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.