Director of Customer Success in United State

At Qwilr, we've packaged up the perfect way to create documents: amazing, design-perfect pages, which anyone can create. They come with payment, e-sign, easy integration into your CRM, and all the other functionality you wish your old PDF documents had. We have made a beautiful product that solves customers' needs, and that in turn has made us a strong business, with a multi-million dollar ARR, consistent growth and incredibly low churn. It's now time for us to scale this growth and we want you to come and be part of it.

To read the full job description and APPLY, head to: https://team.qwilr.com/L3B2BhWcSuOj

About the Role

Qwilr is seeking a commercially minded Customer Success leader to help us create an exceptional experience for our customers, while also driving meaningful revenue outcomes for our business.

As Director of Customer Success you'll own our global Success & Support strategy, lead and scale a high performing team and play a critical role in how our customers experience Qwilr.

Our ideal candidate will also be excited to meaningfully improve both our GRR and our NRR.

Qwilr's customers are primarily larger SMB and early Mid-Market (with some larger Enterprise accounts).

This role will be part of the GTM leadership team of the company and will report directly to our CEO.

If you’re excited to design strategy, build teams, stay close to customers, and make a meaningful impact to Qwilr's revenue, then we are eager to chat with you!

Note: this is a fully remote role for folks based on the West Coast of the United States of America. If you are not located in the PST timezone, your application will be automatically rejected.

Your Impact

Qwilr has a long history of excellent customer support for our customers that we are very proud of. We are looking for someone to continue that tradition - while also making a meaningful commercial impact on our business.

• You will help us improve our retention - especially for our larger accounts. We care about GRR & NRR improving over time.
• You will help us build a much more robust expansion & cross selling motion.
• You are excited to build and own the strategy for this team - but you are also still excited to do the actual work and love interacting with customers. We do not want someone who is totally off the tools and expects to never speak to customers.
• You are excited to help us improve our use of AI in Support and Success
• You will work with our Revenue Team to contribute to company revenue goals
• This will include working closely with the RevOps team and the Head of Sales
• You will help our product team shape important product releases
• You will build and grow an excellent team

About You

• You have a history of leading high performing customer success teams at SaaS companies that not only deliver exceptional experiences for your customers - but also drive meaningful revenue for the company.
• You can walk the walk and actually do the core of the job excellently (ie you are not just a manager)
• You are very comfortable with data and understand the fundamental metrics that drive a SaaS business and deeply understand where your team's performance slots into the bigger picture.
• You can hire A+ people to your team (and ideally already have a few people in mind who might be a great fit)
• You get energy from coaching and growing your team
• You have existing playbooks for thinking about Onboarding, Expansion, Renewals, Churn deflection etc - but aren't wedded to them and can be adaptable if the situation requires it.
• You are comfortable working remote and getting the most out of a mostly remote team.
• ✨ Bonus Points ✨ if you have ever worked with Payments before (a la QwilrPay)

Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other folks in minority groups tend to only apply when they check every box. So if you think you have what it takes, but don't necessarily meet every single point above, please still get in touch. We'd love to have a chat and see if you could be a great fit.

To read more about Qwilr, perks and the team, and to APPLY head to: https://team.qwilr.com/L3B2BhWcSuOj

We’re expecting a lot of interest in this role, so to help us spot the folks who are genuinely excited about Qwilr, we’re asking all applicants to include a short Loom video (2-4 mins) with their application. The instructions for the contents of the video will be in the application form. Applications without a video won’t be considered. This helps us keep the process intentional, worthwhile and human.