Director Customer Success
Trulia - San Francisco, CA

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At Trulia we are customer obsessed – delighting our customers and making them successful is one of our most important tasks. The Director Customer Success will focus on the delight and retention of our over 32,000 Agent subscribers, ultimately driving revenue expansion. You will be the key champion for ensuring Trulia’s customers’ end-to-end lifecycle experience is exceptional. You will partner with sales, customer service, operations, marketing, product, and engineering to develop and execute our customer engagement and retention strategy from all angles of the business. We are looking for someone who has a passion for actionable analytics and leveraging quantitative and qualitative data to drive successful customer outcomes.

This is a new and challenging role that requires exceptional customer centricity, team building, a motivational style and analytical skills. The right candidate is truly passionate about customer advocacy and has a proven track record to talk about!

Define the Customer Success function and develop a cross-functional plan that increases customer loyalty, commitment, and excitement

Accountable for customer success outcomes such as NPS, retention, and development

Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of Trulia products and services

Effectively direct the day-to-day operations of the Customer Success organization (post-sales professional services, implementation services and training, technical support, and knowledge management)

Devise a customer contact methodology to monitor and improve renewal/retention rates

Partner with other areas of the business to proactively analyze and assess the interface with our top customers to maximize customer experience in all areas of the entire customer life-cycle

Use quantitative and qualitative analysis to drive operational excellence in the areas of customer engagement

Proven track-record of taking complex data and breaking it down into “coachable moments” for other areas of responsibility

Background in customer success, operations, customer engagement, satisfaction, or retention

7+ years experience driving customer-related strategy, operations & results in large scale & swift moving organizations

Hands-on experience of implementing technology products for use by external customers

Highly data-driven mindset and passion for analytics

Enthusiastic and creative leader with the ability to inspire people

Demonstrated ability to drive customer renewals and customer success

Excellent communication and presentation skills, highly refined interpersonal skills

Ability to define new models and processes from the ground-up and operate at scale

Track record of working cross-functionally to effectively communicate/drive customer/market feedback

Bachelors Degree in related field required

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Since 2005, Trulia's been focused on building the most vibrant and valuable marketplace in the real estate industry. Trulia gives home...