Director of Customer Success, Digital Marketing

The Director of Customer Success will lead multiple teams of account managers, focusing on delivering exceptional results for our digital marketing clients. This role demands significant experience in customer success leadership, strategic planning, and cross-functional collaboration. The Director will be responsible for developing and implementing initiatives that enhance client retention and growth. 

ABOUT THE COMPANY

At BizIQ, our mission is to accelerate business growth through innovative and affordable digital marketing solutions. We are a trusted Google Featured Partner, with a success record of helping over 36,000 small businesses enhance their online presence. Nationally recognized for our award-winning culture and listed on the Inc 5000 as one of the fastest-growing companies, we also hold an A+ BBB rating for ethical business conduct. With a vision to impact 150,000 businesses, our organization is built on a foundation of commitment to our core values: Growth Mindset, Results Oriented, Innovative, Inspirational, Accountable and Transparency.

OBJECTIVES

• Collaborate closely with the Vice President of Customer Success to execute the customer success strategy and achieve organizational objectives. Provide strategic guidance to the customer success team for effective implementation.
• Lead and mentor a dedicated customer success team, fostering a culture of excellence and continuous improvement. Ensure the team is aligned with organizational goals and client success metrics.
• Act as a key advocate for clients within the organization, ensuring their needs and expectations are clearly communicated. Work collaboratively with other departments to address client concerns and enhance overall satisfaction.
• Develop and implement initiatives to enhance customer retention and drive growth. Identify opportunities for upselling and cross-selling to maximize customer lifetime value.
• Establish and monitor key performance indicators (KPIs) for customer success, providing regular reports and insights to the executive team. Utilize data analytics to drive continuous improvement in customer satisfaction and success.
• Oversee the development of effective communication strategies to keep clients informed and engaged. Address escalated client concerns or issues, ensuring prompt resolution and overall client satisfaction.

COMPETENCIES

• Robust understanding of customer relationship management principles and be able to develop strategies and processes to effectively manage and nurture client relationships.
• Extensive knowledge of the digital marketing landscape and be able to guide clients on best practices and strategies to achieve their marketing goals. This includes understanding various digital marketing channels such as SEO, websites, social media, email marketing, and content marketing.
• Effective leadership skills to manage and motivate a team of customer success managers by setting clear goals, providing guidance and support, and fostering a collaborative team environment.
• Thorough understanding of customer success metrics and be able to measure and report on the success of client accounts. This includes tracking and analyzing key metrics such as customer satisfaction, 
• Strong analytical skills to measure success, identify improvements, and make data-driven decisions through data analysis.
• Adept at strategic thinking and capable of developing customer success strategies aligned with agency goals for client retention and satisfaction.
• Solid grasp of sales principles to identify upselling opportunities, effectively communicate the value of additional services, and negotiate terms..
• Proficient problem-solving skills to address and resolve client issues proactively, identifying potential challenges and solutions.
• Exceptional written and verbal communication and presentation skills to convey complex ideas to clients and agency team members.

EXPERIENCE & EDUCATION

• 7-10 years of experience in a leadership role, preferably within the digital marketing industry, for example in SEO, SEM, social media, and email marketing.
• 5+ years experience with Google Suite and CRM tools such as, or similar, to Zoho, Monday or HubSpot.
• 7+ year experience in a metrics-driven organization, with a focus on upselling and maintaining client retention goals. (Our quarterly retention targets are 97%).
• Google Analytics/AdWords Certification is a big plus. 
• Bachelor’s degree in business, marketing, or a related field is a plus.

PHYSICAL REQUIREMENTS

• Prolonged periods sitting at a desk and working on a computer.
• Prolonged periods attending or presenting on video calls with camera on.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential requirements.

COMPANY BENEFITS & PERKS

• Health Benefits: United Health Medical plans (with Company HSA Contribution), MetLife Dental plans, Vision plan, Life Insurance, Disability Insurance and more.
• Paid Time Off: 15 days of PTO accrued annually, 6 paid holidays, plus 4 floating holidays.
• Retirement Savings: 401K.
• Parental leave: Inclusive and supportive parental leave policy.
• Peer-to-peer Recognition: We call it BizBucks - a rewards program where you can receive weekly prizes Including Amazon gift cards or other prices. 
• Award Winning Culture: A fun, energetic workplace, with a supportive atmosphere, no traveling required.

COMMITMENT TO DIVERSITY

As an equal opportunity employer committed to a diverse and inclusive workplace, BizIQ values a staff reflective of our community. We hire talent at all levels, regardless of race, color, religion, age, national origin, gender, gender identity, sexual orientation, or disability. We actively foster inclusion within our company and in all interactions with clients, candidates, and partners.