Mosaic | mosaic.pe
Director of Customer Success
New York, NY | $132K - $165K
Qualifications
- 4+ years of experience in Customer Success, Customer Experience, or related fields at sophisticated, enterprise workflow SaaS application providers
- Proven track record of managing and enhancing customer experiences across trials, onboarding, training, and ongoing usage – consistently meeting and exceeding company goals and KPIs
- Metrics-driven – able to assess and understand data and "tell a story" with it
- High degree of comfort with math, numbers, and an excitement / eagerness towards learning about what makes a business more or less valuable (i.e., what Mosaic does)
- Experience managing junior Customer Success professionals
- Organized, efficient with your time, and an excellent communicator
- Outgoing, friendly, and confident – not afraid of rejection or easily intimidated by intense personalities
- As comfortable in ultra-formal business settings (our customers’ offices) as you are in a start-up environment (Mosaic HQ)
- Experience in using CRM tools (Salesforce) and Customer Success software
- Strong intuition for what drives customer delight, particularly in web applications serving enterprise workflows
- Willing to go the extra mile to make sure our customers, company, team, and you succeed
- Bachelor’s degree (specifically in Finance, Technology, or a related field or experiential equivalent)
- Prior experience with financial services end users – particularly private equity, investment banking, corporate development teams, or the office of the CFO
Responsibilities
- As such, you will be interacting on a daily basis with some of the brightest (and hardest working) professionals in finance – and exposing them to a solution that can (i) save them time out of their 60-100(!)-hour workweeks and (ii) eliminate math errors on analyses potentially supporting multi-billion-dollar investment decisions
- Architect Mosaic’s Customer Success function from the ground-up – leveraging your experience and industry best practices for B2B enterprise workflow SaaS applications
- Author and co-author “playbooks” for each step of a typical Mosaic customer journey
- Personally action your playbooks across Mosaic's large and growing existing customer base and coach Mosaic’s Account Executives on actioning playbooks for prospective / trial accounts
- Become an expert on the multi-trillion-dollar private equity industry (that owns most midsize to large businesses globally)
- Become an expert on Mosaic – how to use the platform to value businesses in a fraction of the time it takes today in Excel (and without mistakes) so you can train users effectively and confidently
- Educate some of the world’s best investors – who regularly work 60-100-hour weeks – on how they can revolutionize their workflow and save precious time with Mosaic
- Be adaptable and flexible – as the leader of the founding Customer Success team you will help shape and refine our existing processes as you learn from talking to prospects, customers, and the Mosaic team
- Hire, train and manage junior Customer Success team members as Mosaic grows
- Be a driving force for us boosting customer delight and exceeding our goals on adoption, retention and expansion within existing customer accounts
- The challenge for the Customer Success professional serving this end market will be to find the optimal balance of respectfully staying top-of-mind with users still on the earlier stages of the adoption curve without being overly demanding of their time
Benefits
- We offer a comprehensive two week training program that provides a great head start - but significant learning will occur on the job as well
- A competitive Base Salary;
- An attractive Cash Performance Bonus designed to reward you for your personal contributions to company goals around existing customer adoption, retention and expansion; and
- A “Ground Floor” Start-up Equity Package designed to create life-changing wealth when we win as a team
- 🦷 Health, vision & dental coverage
- 🌴 Unlimited PTO
- 🚠 Team building events & happy hours (be sure to ask us about these in the interview...)
