As the Customer Success Lead, you will drive quality and innovation in expert advice, leading a team of 8 experts that involves planning schedules, conducting 1:1s, hiring and developing people. You will be responsible for key indicators (CSAT, Retention, Quality) and their improvement, implementing new tools, including AI solutions for automation, and working cross-functionally with product, marketing, and analytics for deeper integration of expertise.
This Senior Associate role will lead strategic planning to drive industry-leading customer experience initiatives for DashPass subscribers and most loyal and active customers. The role offers frequent, direct exposure to the highest levels of DoorDash leadership through conducting postmortems on the company’s most challenging customer issues. The Senior Associate will regularly communicate core success metrics to senior executives.
Lead a team of Client Success Managers, providing industry-leading customer service and acting as trusted advisors to self-serve clients. Drive efficiencies, improve business performance, foster long-lasting client relationships, and design the next generation of service. Prioritizing candidates in the Pacific or Mountain timezones within the United States, requiring adaptability, creative problem-solving, and a growth mindset.
You will be a pivotal leader in ensuring optimal client engagement and satisfaction with the Vivian platform for our healthcare staffing agency customers. This role involves developing strategies to maximize customer retention and success, growing Net Retention Revenue while managing a dedicated team to execute these plans effectively. This position is crucial for guiding the company through a significant growth phase, with the goal of substantially increasing annual recurring revenue.