About the job

GRIN is looking for a highly motivated and driven leader to take our Customer Success Management team to the next level. Ideally you’ve experienced growth from $20M ARR to $100M ARR and are eager to implement the solutions that worked well and correct any missteps you’ve seen in the past. As the Director of Customer Success Management you will continue to build and scale the team to prepare us for massive growth in 2022, inspiring our CSM leadership team and working cross functionally to ensure we are implementing the right solutions to empower the success of our amazing customers.

Company Overview

GRIN is the pioneer behind the world’s first Creator Management platform, designed for the next generation of brands who recognize that, in the creator economy, authenticity is everything. Our platform supports every brand’s journey to connecting with consumers through authentic creator relationships and is listed #1 across all top review sites including Capterra, G2 Crowd and Influencer Marketing Hub. Thousands of the world’s fastest-growing brands – including SKIMS, Warby Parker, Allbirds, Mejuri, and MVMT – use GRIN to make creators feel like trusted, empowered partners and work with them to build their brands into household names. Together, we are revolutionizing the Creator Economy. GRIN is headquartered in Sacramento, CA, yet has a “Remote First” work policy and culture, meaning remote work is the default. Our Core Business Hours are 9am-3pm PST, so we expect all of our employees to work at least during those hours and are flexible on the rest of your hours.

Culture

Our culture is a team-first mentality built on the Core Values of Integrity, Humility, Take Action, Think Big, and Ownership and shared by every employee. At GRIN, we expect everyone to do the right thing, which instills trust and allows us to tackle the big issues and make things happen. We move fast because in our industry, time is our biggest opponent. We aren’t afraid to ship quickly and make changes down the road. We empower our employees to make decisions with no red tape and no fear of reprisal, as long as they take ownership and adapt along the way.

What will you do?

• Develop and scale a world-class customer success management organization
• Grow the team 50%+ over the next 12 months - 18 months while maintaining a healthy and happy employee culture
• Develop innovative programs to drive customer value and positive customer experiences
• Partner closely with Revenue Operations to ensure we have the tools and resources to empower our teams to do their best work
• Drive alignment with Sales, Product, and Marketing with a focus on healthy collaboration and emphasis on long-term customer health and retention
• Work closely with the VP of Customer Success to align on department strategy, building the ideal customer journey and international readiness
• Other responsibilities as assigned

We are looking for people who have:

• 7+ years of customer success experience, preferably in SaaS
• 3+ years of management experience with teams of 10+
• 1+ years experience leading people managers
• Marketing experience with an understanding DTC business goals
• A servant leadership style that brings out the best in your team and colleagues
• Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, and planning
• Experience building top performing teams in a high growth SaaS startup environment
• Willingness to professionally address escalated customer issues with speed and urgency
• A desire to work directly with customers and CSMs to build trust and empathy

Benefits:

• Competitive salary + bonus
• 16 days of PTO + 10 Sick Days + paid holidays
• Medical, Dental, and Vision insurance
• Home Office set up
• Employee Stock Option Program
• Paid Child Bonding Leave
• 401k Program + match
• Professional Development Opportunities
• Tons of growth opportunity

…and much more!