Enumerate is looking for a Director of Customer Success to join our team!

You will be at the helm of our organization’s Customer Success department, responsible for the vision and direction that drives it. Your primary focus will be on people, both our customers and our team members, and building relationships to ensure their continued growth and retention.

Your enthusiasm, focus on people, and need for challenging, yet rewarding work will help make you the perfect fit to lead our Customer Success department. The team collaborates closely with the Implementation, Sales, and Product teams to ensure a seamless customer journey, and also spearhead client initiatives and campaigns to uncover additional people-focused opportunities.  

Our success team is smaller, about 6 people, and this role reports directly to the VP of Customer Operations. This is a full-time, salaried role with preference for remote candidates in CST or EST. Salary range is 120-135k, depending on experience.

Who will love this job

• Someone who thrives on being the voice of the customer and navigating internal processes on their behalf.
• Someone who is a growth focused, with proven leadership skills for a continuously developing a team.
• Someone willing and able to tactfully tell clients what they need to hear, not what they want to hear.

What you’ll do

• Oversee the customer lifecycle to proactively drive adoption and ensure ongoing client satisfaction and retention.
• Provides leadership oversight for the CSM team, while also recruiting and onboarding top tier CSM professionals to join the growing organization.
• Aligning with other departments and educating about the importance of Customer Success.
• Develop collateral and conduct quarterly account reviews with client executive teams.
• Ensure the CSM have the proper number and tiered clients, so they are successful.
• Develop and implement reporting to record, assess, and analyze customer feedback.
• Reduce churn and drive new business growth through greater advocacy and reference ability.
• Identifies and recommends or acquires updates and expansions to technology, equipment, and policies that may improve customer service and retention.
• Align the CSM team to partner with Sales to help ensure renewals and expansion. opportunities are identified and closed successfully.
• Serves as an escalation point for the CSMs.
• Performs other related duties as assigned.

You should have

• Required:
  • 5 years of progressive leadership experience of a Customer Success team
  • Experience in a SaaS software company
• Preferred:
  • Bachelor’s degree in relevant field
  • Experience in Salesforce and HubSpot.
• An analytics and metrics driven work style.
• Ability to analyze complex situations, develop associated action plans, and lead teams to achieve objectives.
• Accountability for driving revenue through customer success.
• Passion for driving business value to customers through software development and new technology.
• Excellent communication skills, both verbal and written, that can influence and motivate both customers and internal stakeholders.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Strong analytical and problem-solving skills.
• Strong supervisory and leadership skills.
• Proficient with Microsoft Office Suite or related software. 
• Eligibility to work in the United States without sponsorship.

Why Enumerate:
Our team is changing the face of the HOA Property Technology space as a trusted industry leader for over 30 years. Today, our products enable over 1,500 of the highest-caliber property management companies in the world to grow and protect their organizations. We are a five-time winner of FLCAJ’s Readers Choice Awards for our solutions and support.
Our approach to work is proactive, collaborative, and committed and our team of 140 are truly passionate about creating a best-run company internally just as we create best-run Property Management Companies for our customers. Learn about our Core Values here.
We offer a full slate of benefits, including competitive salaries, medical (including a $0 option for employees), dental, vision, life and disability coverage, paid vacation, paid holidays, tuition reimbursement, $1,000 employee referral program and a 401(k) plan. When possible, we also like to offer fun in-person perks like pet-friendly offices, paid food trucks and company outings.
We have offices in Clearwater, FL (near Tampa), Fort Lauderdale, FL, Knoxville TN, and Mission Viejo, CA (an hour outside LA), plus a few fully remote team members across the US.
We are an equal opportunity employer. We value each team member for their skills, experience and unique perspectives. This is a principle embodied in the way we do business, our policies, and is visible in our results. Come join us and find out what the best work of your career could look like here at Enumerate.