Director of Customer Success

Easy Expunctions; San Antonio (TX); On-site; USD 120,000 - 180,000; Full time

Job summary

Easy Expunctions is seeking a Director of Customer Success in San Antonio, TX to lead and grow our client base with a focus on retention, revenue opportunities, and an exceptional customer experience. You will partner with product, sales, and support to improve our services and drive customer value.

Responsibilities include leading the Customer Success team, engaging with customers, forecasting, and cross-functional initiatives such as journeys, feedback, and readiness activities to ensure

Qualifications

• Account management experience driving customer relationships and adoption of new products.
• Ability to analyze user data to monitor engagement and health signals.
• Strong verbal and written communication with a knack for storytelling and stakeholder influence.
• Proven track record of collaborating across product, sales, and support teams.

Responsibilities

• Lead, coach, and drive performance of the Customer Success team.
• Regularly engage with customers to build relationships and resolve escalations.
• Own forecasting, account assignments, and management processes.
• Conduct engaging presentations for stakeholders.
• Lead cross-functional initiatives like customer journeys and voice-of-customer programs.
• Support product market readiness, sales handoffs, and customer deployment for a seamless experience.

Skills

Account management

Data analysis

Communication

Cross-functional teams

Job description

E-Legal, Inc, d/b/a Easy Expunctions is a dynamic, rapidly growing tech and data startup in San Antonio, TX. We leverage technology to assure our customers a clear and cost-effective solution to clearing criminal records. We seek to inform and empower people interacting with the criminal justice system and create a fast-track to justice with guaranteed results.

What we’re looking for

Are youpassionate about using your talents and skillsto make an impact for a mission-driven organization? Are you looking for a team whereyou can be seen, heard, and encouragedto bring new ideas to the table? Easy Expunctions maybe the place for you.
As the Director of Customer Success, you will be responsible for the management and retention of the Easy Expunctions client base. You will be expected to develop initiatives and campaigns to identify revenue generating and marketing opportunities, as well as proactively working cross-functionally with staff to improve the customer experience and optimize the quality of our products and services.

Responsibilities

Lead, coach, develop and drive the performance of our Customer Success team. Empathize with the customer experience and cultivate a team of best-in-class customer advocates.

Regularly engage with customers to build relationships, understand product usage, and resolve escalated issues. Ensure customers are successful with your team’s regularly documented communications that enhance their understanding and experience within CX Studios.

Own accurate forecasting, account assignments, and management processes to energize various initiatives.

Conduct engaging presentations for appropriate stakeholders

Lead and build strong strategic, cross-functional initiatives – such as customer journeys, maturity models, voice-of-customer, and product feedback

Help support product market readiness, sales handoffs, customer marketing, training actions, and services deployment for a seamless customer experience.

Qualifications and Attributes:

Account Management: Experience managing customer relationships and promoting new product uptake

Analysis: Able to leverage user data for monitoring customer engagement

High social awareness: Ability to read the room and tactfully navigate difficult conversations

Track record of communication and working effectively in cross-functional teams with quantifiable data metrics.

Flexibility and ability to thrive in small company settings.

Exceptional verbal and written communication skills.

Need help?

Not sure exactly what we’re looking for or just want clarification? We’d be happy to chat with you and clear things up for you. Anytime!

Do you feel like you belong working with Easy Expunctions , but we just don’t have your dream job posted? No problem, just reach out.