Customer Success Director

| Chicago

About The Role

The Customer Success Director works to engage, retain, and enable our largest customers to maximize the full value of Yello’s solutions. As the trusted advisor and advocate for our customers, the Customer Success Director (CSD) manages the overall relationship with strategic customers throughout the post-sales lifecycle. The CSD is responsible for guiding customers to success and driving product adoption, overall satisfaction, and renewal by engaging resources across Yello to deliver desired outcomes.

How You'll Make An Impact

  • Works with customers to identify goals and key performance indicators that define program objectives
  • Creatively investigates client’s organizational landscape to effectively build relationships at all levels from operational owners to executive sponsors
  • Develops long-term success plans, prioritizes requests, and manages expectations to maintain a high degree of confidence and trust with customers
  • Leverages recruiting domain and product knowledge to drive adoption and expose opportunities to expand Yello’s footprint 
  • Proactively identifies at-risk customers and works with internal teams to define and execute mitigation strategies that secure retention 
  • Leverages Yello resources to educate customers and provide relevant adoption, best practices and technical recommendations on solutions and enhancements that support customer needs
  • Provides timely status updates and communication to customers on outstanding issues, requests, and escalations
  • Conducts regular business reviews by gathering and presenting the status of customer goals, metrics that support the value realization, and product roadmap to evaluate needs and provide strategic recommendations
  • Creates advocates and references by ensuring that customers achieve desired outcomes while maintaining strong relationships
  • Ensure internal alignment on account growth strategy by partnering with the Sales team and others to develop and execute on plans that drive expansion
  • Provides internal insights and advocate for product enhancements that will deliver the highest ROI for Yello and our customers
  • Effectively renew all assigned accounts with favorable terms and conditions.

What We're Looking For

  • 7+ years of account management or customer success experience in the SaaS industry, preferably in the HR Technology space 
  • Experience working with large, complex accounts
  • Hold Quarterly Business Reviews (onsite and remote) with Executive Sponsors and End Users
  • Drive Renewals, identify up-sell opportunities, and normally exceed quota targets 
  • Successfully partner internally with cross-functional teams and navigate escalation process
  • Onboard new customers to drive effective adoption and value realization
  • Willingness to travel onsite to customers (25-40%)
  • Exposure to Applicant Tracking Software is a plus
  • Outstanding written and oral communication skills and ability to translate tactical data points into impact on strategic program objectives
  • Exhibits high level of composure under pressure when working to resolve challenging and/or urgent issues

Additional Information

We are the trailblazers in our space and we continually strive to learn and grow, but there is always time to celebrate a colleague's birthday or a recent success. We dress casually, have one of the best views in the city and the whole team sports Apple laptops. Our CEO Jason Weingarten and President Dan Bartfield always have their office doors open. And with opportunities for professional advancement, medical, dental and vision insurance, and a 401K match – Yello has you covered.

  • Yello is an Equal Opportunity Employer. All applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
  • Candidates local to Chicago are preferred.
  • You must be authorized to work in the United States.
  • Must be able to sit or stand for continuous periods of time
  • This role frequently communicates/interacts with individuals, must have strong written and oral communication skills
  • Yello reserves the right to assign or reassign the responsibilities and requirements to this job at any time
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • RubyLanguages
    • SqlLanguages
    • SwiftLanguages
    • ReactLibraries
    • ReduxLibraries
    • Ruby on RailsFrameworks
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • ElasticsearchDatabases
    • Google AnalyticsAnalytics
    • MixpanelAnalytics
    • FigmaDesign
    • Aha!Management
    • ConfluenceManagement
    • JIRAManagement
    • WrikeManagement
    • WordpressCMS
    • SalesforceCRM
    • MarketoLead Gen

Location

We're located in the Loop, a block from the Art Institute and Millennium Park. Our office offers panoramic 360 degree views of Chicago.

What are Yello Perks + Benefits

Yello Benefits Overview

Health
Wellness
Financial
Giving
We've got you covered!

Culture
Volunteer in local community
Partners with Nonprofits
Eat lunch together
Intracompany committees
Yello has a number of committees and groups including the Flair committee as well as [email protected] and [email protected] (to name a few)
Open door policy
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Company sponsored short-term disability insurance covers 100% of annual salary for up to 13 weeks.
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Company sponsored life insurance is equal to 1 times an employee's annual salary.
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Yello provides employees with a 401(k) matching plan managed by John Hancock. We match 3% of contributions with a 4-year vesting schedule.
Company Equity
Yello offers equity to employees at their 1 year anniversary.
Performance Bonus
Yello's performance bonus is an annual bonus of up to 10% of an employee's base salary. Payout is based on company and individual performance.
Match charitable contributions
While we don't match yet, we value giving back to causes that create a positive social impact. Through Percent Pledge, we help employees seamlessly give monthly to their favorite causes
Child Care & Parental Leave Benefits
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Yello offers employees professional development opportunities like the ability to attend job-related conferences and seminars.
Tuition Reimbursement
Lunch and learns
Yello hosts lunch and learn meetings twice per month.
Cross functional training encouraged
Promote from within
Time allotted for learning
Yello has a 'Learning Day' every 2 weeks on Friday to allow employees to set aside half a day for learning of any kind.

Additional Perks + Benefits

Yello sponsors office sports leagues and offers discounted memberships to Chicago Athletic Clubs. • Yello is dedicated to supporting career progression through professional development opportunities, mentorship and continued education • Yello offers the benefit of a student loan repayment plan and a 529 plan through BenefitEd with an annual company match to help you or your family continue your financial health. Yello offers healthy catered lunches each week and 2 fully stocked kitchens with fresh fruit and snacks to keep you nourished.

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