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Director, Customer Success

Full Time

hackerrank

We’re revolutionizing tech hiring by giving companies a skills-based hiring platform that allows them to effectively assess technical skills. We’re a friendly, motivated, and passionate bunch looking for more smiling faces to join us. We’re growing fast and looking to add to our Product team. This position is full time and based remotely in the US.

The Director, Customer Success builds and leads a world class, high performing strategic customer success team. Your team of Customer Success professionals are responsible for achieving customer engagement, adoption and value realization outcomes in their assigned book of business and you are accountable for providing oversight, guidance and coaching to ensure your team’s book of business achieves company targets for customer adoption, satisfaction and retention.  You are a developer of people, who leads by example, and you are excited to make an impact in our customers’ ability to optimize their technical hiring practices and hire the best technical talent.

As a Director, Customer Success you will lead a regional team of Customer Success Managers.

You will be working on:

  • Influence customer lifetime value by implementing strategies, programs and frameworks that your team will use to drive higher product adoption, customer satisfaction and overall customer health scores consistent with HackerRank’s customer engagement model
  • Proactively surface trends by monitoring the KPIs of your team’s assigned book of business and through account reviews in 1:1, team and cross-functional settings.
  • Leverage insights to capitalize on improvement opportunities or to mitigate risks in customer adoption, retention and health and facilitate action planning to achieve HackerRank objectives
  • Oversee the consistent deployment and adoption of HackerRank business systems, processes, programs and playbooks to support an efficient, consistent and delightful customer experience through your team
  • Drive operational practices to track performance of your team, individuals and across your book of business
  • Contribute to customer success strategy and assets by leading and developing content, approaches and programs that increase customer adoption, satisfaction and retention
  • Partner closely across HackerRank to achieve company business objectives, including fostering relationships with Sales, Services, Product and Engineering
  • As a contributing member of the Customer Success leadership team, you will identify opportunities for continuous improvement and best practices, partner across teams to develop processes, resources and execution plans, and lead initiatives to bring them to the greater Customer Success team
  • Improve Customer Success team capabilities by hiring, motivating, coaching and developing a high performing team who are experts in HackerRank’s platform, technical hiring processes, change management and customer engagement
  • Deliver transformational leadership so that the team is highly motivated and engaged. Be an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of HackerRank.
  • Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate

Most importantly, always keep customer delight in the forefront of every customer interaction — with the understanding that each customer is unique, and aim to develop a partnership built on trust.

We are looking for:

  • You have 5+ years proven progressive management experience leading customer success teams in complex SaaS solutions in rapidly growing organizations, preferably in HR or TA tech
  • You bring out the best in everyone around you – you lead high performance teams and are known for achieving results through others. People love working for and with you
  • You have experience creating positive partnerships with customers as well as cross-functional teams, such as product management, marketing, sales, engineering and operations
  • You are a natural, creative strategist. You find fulfillment in working on challenging problems and driving towards meaningful solutions
  • You have excellent verbal, presentation and written communication skills, including the ability to chair meetings, host webinars, and write business proposals and documents
  • Strong analytical and quantitative skills; ability to use hard data and metrics to back up assumptions and concepts
  • You have strong business acumen; you can clearly articulate tangible value delivery at the executive level and you can link actions to impactful outcomes
  • Proven ability to develop strategies, translate them into initiatives and track successful delivery
  • Possesses a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams
  • Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning
  • Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity

Benefits & Perks:

We have a full package of competitive benefits and perks which include:

  • Medical, dental, and vision insurance for you and your dependents
  • Unlimited paid time off, paid leave for new parents, and flexible work hours
  • Employee stock options, 401(k) options
  • One-time home office set up stipend
  • Monthly Remote Work Enablement Stipend
  • Professional Development Reimbursement
  • Wellbeing Benefits (Headspace, Ginger, Carrot, Cleo, Aaptiv and Galileo)

About HackerRank:

HackerRank is a Y Combinator alumnus backed by tier-one Silicon Valley VCs with total funding of over $58 million. The HackerRank Developer Skills Platform is the standard for assessing developer skills for 2,800+ companies across industries and 15M+ developers around the world. Companies like LinkedIn, Stripe, and Peloton rely on HackerRank to objectively evaluate skills against millions of developers at every step of the hiring process, allowing teams to hire the best and reduce engineering time. Developers rely on HackerRank to turn their skills into great jobs. We’re data-driven givers who take full ownership of our work and love delighting our customers!

HackerRank is a proud equal employment opportunity and affirmative action employer. We provide equal opportunity to everyone for employment on the basis of individual performance and qualification. We never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines.

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