Job details
Job type full-time
Full job description
About kandji
Kandji is building the future of apple enterprise managementThe use of apple devices in the enterprise is growing rapidlyDrawing on decades of experience in apple it, we saw a dire need for a modern apple device management platform that could accommodate growing businesses and increasing regulatory demands.
Kandji grew to hundreds of b2b customers within a few months of initial product launch in 2019, and secured a $60 million series b in 2021Today, we have a 95% customer satisfaction rate and a rapidly growing community of customers, including names like crunchbase, belkin, rackspace, allbirds, fabfitfun, vsco, and turo.
Behind our business is a handful of the best investors in techTogether, we are creating a new category of device management that can better serve modern businesses.
The opportunity
As the director of customer success at kandji, you will lead our success organization, who are responsible for the success of our customersAs trusted advisors with deep product knowledge, and empathy, your teams will understand our customers’ business objectives and align them with product capabilitiesYour teams will provide end-user training and enablement initiatives, conduct customer onboardings and business reviews, and serve as the “voice of the customer” in internal meetingsYour teams will be responsible for ensuring retention, identifying new business opportunities, and driving high product usage, and value across our customer base.
We pride ourselves on creating world-class experiences for our customersOur customers rely on kandji to ensure their apple devices are managed and secured properlyWe need to ensure that they have a fantastic experience throughout their lifecycle - from onboarding, through business reviews and during contract renewalsThe ideal candidate will be able to work pacific time zone hours 7am to 4pm.
Day to day
As the director of customer success, you will oversee our customer success organizationYou will work closely with the vp of customer success to support hiring and staffing, organizational planning, as well as developing team members and guiding their professional growth.
Onboarding & adoption: our team uses a consultative-like approach to drive roi, retention, expansion, and high product usage across a portfolio of 100+ enterprise customers.
Ensure we develop and enact custom plans for each customer’s onboarding, expansion, and renewal goals.
Enablement & partnership: ensure our teams lead end-user training, conduct executive business reviews, and proactively monitor and drive product usage to ensure the customer is maximizing potential value.
Evangelize: drive your teams in communicating new use cases and features/functionality that will enhance the customer’s workflow and drive organizational product adoption.
Be our biggest customer advocate: passionate about the customer experience and skilled in translating customer feedback into product requests.
Supporting our collaborative work environment: our teams must continue to work cross-functionally with strategic and technical colleagues to accomplish customer goals.
Change leadership: provide recommendations on changes and design enhancements to improve processes, customer experience, and performance.
Team leadership: effectively coach team members to their fullest potentialMitigate conflict and communication problemsEnsure the team is unified on a common goal and strategy.
Minimum qualifications
10+ years of work experience as a senior leader in customer success.
10+ years experience in recruiting and retaining top talent.
10+ years of experience in a fast-growing company; direct experience with b2b saas products, solutions, or ecosystems preferred.
Experience leading a customer success organization that owns renewals, with arr of 20m+ including contract values over $100k.
Experience establishing clear and concise kpis for success organizationsexperience with configuring and enhancing workflows and task management using tools and platforms like salesforce, hubspot, gainsight, totango, churn zero, and jira.
Expert in driving results and outcomes while solving complex business problems, both individually and through direct reports.
Excellent presentation, organizational, and communication skills (both written and verbal)A written sample may be requested.
Ability to partner effectively with c-suite, vp, and director-level contacts, along with day-to-day users of the software.
Team and goal-orientedHigh output; low ego.
Ability to travel (light travel to conferences or customers may be required).
Experience working with or supporting apple devices.
Nice to have - bonus it qualifications
Experience with large apple device deployments.
Experience working with enterprise customers to help resolve complex technical issues.
You understand how the internet works (i.eDns, http, tls, certificates, etc).
Benefits & perks
Work from anywhere in the usa!
Competitive salary
Generous vacation policy
100% individual and dependent medical + dental + vision coverage
401(k) with 4% company match
Equity for full-time employees
Home office reimbursement of $1000 for comfortable remote working
Cell phone & internet stipend
12 weeks paid leave for new parents
New macbook pro and software setup
Exciting opportunities for career growth
An outstanding, inclusive culture
We are excited to be serving a significant need for a fast-growing market, and are proud of the high-performing team we have brought together so farIf you’re someone who wants to engage in new, exciting projects that will challenge your skills in the best way possible, we would love to connect with you.
At kandji we believe in fostering an inclusive environment in which employees feel encouraged to share their unique perspectives, leverage their strengths, and act authenticallyWe know that diverse teams are strong teams, and welcome those from all backgrounds and varying experiences.
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