Director of Customer Adoption | PipelineDeals

Careers Director of Customer Adoption

Location: Seattle, WA (downtown)

PipelineDeals is hiring COMPANY OVERVIEW

PipelineDeals is a fast-growing CRM technology company “built by salespeople for salespeople.” Founded in 2006, we have grown to 3,000+ global customers across 100+ countries. Our SaaS platform is optimized for small-to-medium businesses (SMB) frustrated with overpriced/over-engineered CRM solutions like Salesforce. We give SMBs a competitive advantage when they go up against more established competitors or enter a market for the first time.

PipelineDeals’ users win because our services delivers easy-to-use sales automation tools, intuitive workflows and great customer service. When users find us, they like us — 98% of our accounts renew every year. Our future roadmap includes exciting innovations in AI/machine learning, predictive analytics and voice/mobile to build on this platform. We also plan to optimize the PipelineDeals user experience to ease the burden of entering and maintaining CRM data. Most importantly, in order to stay true to our simplicity roots and meet the needs of our customers, UX and Product Design will have an increasingly-central role in our future product strategy.

This unique vision and market opportunity attracted top angel investors in 2014, including Mike Galgon and Geoff Entress . PipelineDeals is profitable and has had 30+% YOY growth the last few years — the timing is great for you to join our growth story!

Our culture/core values (“YEOMANS”): You matter, customers matter; Everyone is responsible; Operational awesomeness; Must. Always. Stay. Hungry.; Anticipate customer needs; Never stop learning; Seek solutions.

Director of Customer Adoption

Customers are the lifeblood of our company and PipelineDeals is looking for a strategic, revenue-focused, and results-driven Director of Customer Adoption to engage, retain, and enable our customers to fully utilize the PipelineDeals CRM solution.

Your mission as a Director of Customer Adoption will be to lead, develop and grow a team of customer facing professionals to:

  • Onboard new customers
  • Increase adoption of the PipelineDeals product
  • Retain customers
  • Drive expansion revenue and referrals
  • Provide amazing customer service and support

You will be the primary advocate and voice for our customers, guiding them along a path to success and engaging resources across PipelineDeals to accelerate the adoption and expansion within each customer. The ideal candidate will be as passionate about the PipelineDeals product as they are about providing an exceptional experience for every customer.

Job Responsibilities:

  • Own the ultimate success of PipelineDeals customers, including customer onboarding, adoption, retention, expansion, renewal and support.
  • Ensure that customers derive maximum value from their investment in PipelineDeals and fully leverage the PipelineDeals CRM solution on an ongoing basis.
  • Identify and develop new opportunities for expansion across the customers business and ensure subscription growth.
  • Drive seamless onboarding processes and work cross-functionally to proactively manage each customer’s journey and relationship with PipelineDeals.
  • Develop and implement programs and services that provide continued value to the customer, ensure renewals and drive long-term account growth.
  • Provide best in class customer service and support.
  • Manage, coach, and expand a team of Customer Success Managers to onboard customers, drive adoption, identify customer advocacy opportunities, and secure renewals.
  • Represent the voice of the customer to inform our product roadmap.

Job Requirements:

  • Experience managing and scaling a post-sales team.
  • 7+ years experience in Customer Success / Account Management / Relationship Management, including in a B2B SaaS environment.
  • Comfortable building both scalable low-touch CS processes and white-glove high-touch programs.
  • Experience defining, tracking, and managing Customer Success/Adoption KPIs.
  • Passion for delivering customer delight with the demonstrated ability to drive execution.
  • Experience driving expansion revenue and renewals.
  • Experience leading client relationships and building relationships with c-level executives in software as a service.
  • Cross-functional experience working across teams like sales, marketing, product and engineering.
  • Experience with consulting, training and leading new initiatives in a corporate environment, demonstrated experience building programs, processes and tools.
  • BA/BS degree.

How to Apply

If you think you are a good match, please submit your resume and a cover letter explaining how you exemplify one of our core values in your daily life by using the link below:

Apply now

Statement of Diversity

PipelineDeals is an equal employment opportunity employer. Every Pipeliner has the right to work in surroundings that are free from all forms of unlawful discrimination. The Company will not engage in or tolerate any discrimination in the workplace prohibited by local, state or federal law. Specifically, no Pipeliner will be treated differently or less favorably on the basis of their race, sex/gender, religion/creed, pregnancy, age, physical or mental disability, marital status, national origin, genetics/genetic markers, military or Veterans status, sexual orientation or any other characteristic protected by applicable federal, state or local law.

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