Director of Customer Success

About Orita

Direct-to-consumer brands pay us, in order to market less. Well, technically, they pay us to market more effectively. And, strangely (!), that often means marketing a lot less.

How? We use a lot of math and a lot of machine learning to decide which people on their subscriber lists actually want to hear from them right now.

When you do this, two things happen. Brands save a ton of money. And their deliverability improves (hello inbox, goodbye spam filter!).

Fewer messages sent + higher chance they will be seen = ROI goes way up.

Sounds simple, right? Well, it’s not. You try getting marketers to be less market-y. It’s way easier to “play it safe” and email everyone all the time. Our math has to be that good. And it is.

For marketers or business owners passionate about their customers and messaging, it can be tough to let go and trust something as personal as their customer list and email sending to a bunch of algorithms and machines. Luckily at Orita, it’s our goal to make sure our customers know we have their backs, and go above and beyond to earn their trust.

That’s where you come in. Your forte is building relationships and fostering trust. You love being proactive and putting customers first. You’re the type of person who remembers everyone’s name at a dinner party as soon as you meet them. You move fast, carefully, and own your work.

As our Director of Customer Success, you will

• Develop and maintain strong relationships with Orita’s customers; you’ll represent us with business owners, email marketing experts, and more.

• Own and influence the customer journey in its entirety from implementation to renewal, and all the support in between.

• You will act as the voice of the customer within our Product organization, ensuring effective management of feedback loops.

• Manage a team of two, and grow the Success, Support and Account Management teams.

• Work closely with our Sales and Partnerships organizations to ensure customer experiences and transitions are seamless.

• Act as the primary point of contact for all customer-related activities, including onboarding, QBRs, product expansion, and support.

• Monitor and analyze performance metrics, creating and providing reports to customers.

• Build our own internal monitoring and reporting (NPS, NRR, time-to-value, etc.) so we understand how well we are serving our customers.

• Create and carry-out Quarterly Business Reviews for customers, sharing progress, collecting feedback and identifying gaps.

• Identify upsell, cross-sell and expansion opportunitie, and build a scalable motion.

• Influence the inevitable iterations, re-dos, and experiments surrounding how we serve our customers, whatever it may be (we’re a startup, our goals will change, get excited).

• Help collect, manage, and influence important metrics like CSAT and NPS.

• Iterate, iterate, iterate!

About You

Please apply even if you don’t meet every requirement

• At least 7 years of mid-market Customer Success or Account mMnagement experience.

• You’ve managed a Success organization, or at least a large team of people within a Success organization.

• You have a playbook and ideally have rolled it out at an early-stage startup or across a new segment that previously wasn’t served.

• You have strong organization skills, and the proven ability to manage a high volume of customers.

• You’re comfortable navigating ambiguity. You know where we need to go, but recognize it won’t always be a straight path to get there.

• You have an analytical mindset. You’ll manipulate and analyze data to clearly identify performance, where we are succeeding, and what red flags we need to resolve.

• You have experience collaborating cross-functionally with business partners. You work well with others to drive initiatives forward.

• You learn fast - especially if you don’t have direct e-commerce experience.

• You have an entrepreneurial mindset, and thrive in fast-paced environments. You anticipate the next question before answering the current one, proactively providing resources and information to ensure customers' success.

Bonus points for experience in the following:

• E-commerce tech, Customer Success.

• Deep Hubspot experience. Other CRM experience a-okay, but please know that we’re a Hubspot shop.

• Experience operating at a startup-level organization, with the ability and willingness to quickly pivot and expand on opportunities as they arise.

Where you’ll work: Candidates must live in the U.S. or Canada. The role is mainly remote, ideally very close to NYC, Toronto, Austin or the San Francisco Bay Area. We’re building nodes by these places, but please feel free to apply even if that isn’t your current locale. Just know that our entire team is expected to come together at least a few times per year.

Orita Offers:

Orita offers an array of benefits, including competitive salaries, healthcare, 401K, equity in a fast-growing startup, and a flexible PTO policy.

Orita is an Equal Opportunity Employer and does not discriminate on the basis of an individual's sex, age, race, color, creed, national origin, alienage, religion, marital status, pregnancy, sexual orientation, or affectional preference, gender identity and expression, disability, genetic trait or predisposition, carrier status, citizenship, veteran or military status and other personal characteristics protected by law. All applications will receive consideration for employment without regard to legally protected characteristics.