Director of Customer Success

About Billd
Billd is a fast-growing fintech company looking to disrupt the $1.4 trillion dollar construction industry. We offer industry-leading payment and financial products to empower our customers, the subcontractor. We are the first and only champion of the subcontractor, supporting entrepreneurs and the businesses that build our country.
We're equally committed to the motivated professionals that make up the Billd family. We are proud to have been recognized as Austin's fastest-growing private company by Austin Business Journal, one of the best to work for by Built In the last two years, and consistently rated of the top companies by Glassdoor with a 4.5 rating.
You will be challenged to be your best self and guaranteed to have one of the most professionally rewarding experiences of your career. We encourage creativity, initiative, collaboration, playfulness, and a strong work-life balance.
The Role
The Director of Customer Success will be responsible for maximizing revenue and customer retention by delivering a world class customer experience. This role is a critical member of our GTM leadership team and will work closely with customer acquisition, deal operations, underwriting, marketing and product teams to ensure that we are delivering on our commitment to customer success. The ideal candidate is obsessed about building a top performing team, exceeding customer expectations, creating systems and processes to maximize their team's efficiency and testing creative strategies to expand customer relationships.
What you'll do

• Lead the Customer Success team to ensure that we are delivering best in class support to our customers and continuing to sell our products to existing customers
• Inspire and motivate the team to hit and exceed targets of continued sales of our products to existing customers
• Develop and implement strategies and processes to improve customer satisfaction, retention and expansion
• Define and measure KPIs for the team
• Own cross functional relationships and ways of working with deal operations, customer acquisition, marketing and product teams to ensure open communication and collaboration
• Collaborate with customers to identify opportunities for improvement, drive education and understanding of new features and functionality of the product and product portal
• Provide regular reporting on key KPIs that roll up to revenue
• Set and monitor sales quotas for the team
• Effectively coach and performance manage team members
• Own team design and structure to ensure that all team members are set up for success by being 'the right person, in the right seat'

Skills and Qualifications:

• A minimum of 5 years of experience in a leadership role in customer success or account management
• A proven track record of building successful customer success programs that drive high levels of satisfaction, retention and expansion
• An ability to manage a large team effectively while maintaining high levels of motivation and engagement
• An ability to work collaboratively across multiple functions within an organization
• An analytical mindset with experience using data-driven insights to inform decision-making
• A passion for delivering world-class customer experiences
• Excellent communication, presentation and interpersonal skills
• A Bachelor's or Master's degree in business administration, finance, or a related field