Director, Customer Success

If yes, you'll join a team dedicated to creating solutions on a daily basis as Director of Customer Success. We are StitcherAds, a close-knit yet currently socially distanced, collection of the best media planners, programmers and artists that offer the best platform to manage social media. Founded in 2009, StitcherAds is a Facebook Marketing Partner helping advertisers and agencies scale full-funnel performance marketing campaigns on Facebook & Instagram. Since conception, StitcherAds has empowered some of Facebook’s largest advertisers for eCommerce, retail, travel, and real estate businesses worldwide, using data-fueled automation to increase the revenue impact of their ad spend. **Essential Duties and Responsibilities** * Recruit, develop and retain a team of Customer Success Managers dedicated to customer success and long-term customer partnerships * Design and implement processes to cost effectively support mid-market accounts and provide a low-touch model for small business accounts * Oversee the success of all customers in your portfolio to ensure success and health * Serve as escalation point for customer issues ensuring issues are resolved quickly by leveraging resources across the company * Ensure CSMs are meeting Apttus’ high standards of customer experience * Actively mentor individual CSMs via observation, participation and coaching * Develop a career path for CSMs and provide opportunities for advancement where appropriate * Contribute to the strategic direction of the CSM organization through leading and participating in internal initiatives * Build and nurture C-level relationships across the top accounts in your portfolio to solidly partnership with Apttus * Work closely with the Install Base sales team to collectively identify appropriate customer activities and ownership * Manage renewal process and ensure high renewal rates * Embody Apttus values and provide exemplary leadership **Essential Knowledge, Skills, Abilities, and Background** * 6+ years experience successfully building and managing a professional services, CSM or account management organization * Proven ability to motivate and focus a team and to develop individuals * Ability to evaluate and develop existing teams and reshape as necessary while mentoring and inspiring the individuals * Ability to build and maintain strong relationship with a diverse set of internal and external constituencies including senior level executives, legal, technical, finance, sale and marketing experts * Experience with Facebook Ads Manager and other social advertising platforms * Experience with Jira, Trello or similar project management software * Experience in Slack or similar platform * Familiarity with CSS, Javascript, SQL or similar * Excellent organization, project management, time management, and communication skills * Ability to quickly grasp and distinctly explain technological and business concepts * Ability to lead cross function business and technical teams to provide timely issue resolution * Strong understanding of business processes and their implementation into enterprise applications * Willingness to 'roll up one's sleeves' and assist wherever needed * Ability to work independently and to deliver on detail as well as strategy * Team player who will innovate to continue improving the way StitcherAds serves its customer * Bachelors degree or equivalent experience in computer science, business, or related field (Masters preferred) If you thrive on being in the spotlight, then your career at StitcherAds could be the one that fulfills your dreams.