Macrostax is looking for a Director of Customer Success coming from the SaaS industry to lead and grow our team, reporting directly to our CEO. You will play a key role in helping us change lives through leading our four CSM’s with a clear direction and strategy to increase retention and help our clients live a healthier life through balanced nutrition, education, and a supportive community.
Who we are:
Macrostax is the world's leading platform for counting macros. We create custom macro plans, matched with personalized recipes and meal suggestions, to help our customers achieve their health goals.
Since our founding, we have helped more than 100,000 individuals eat in a more balanced and sustainable way for their body type. Our software platform, our library of proprietary macro-friendly recipes, and our team of nutrition coaches have helped our customers improve their relationships with food and transform their bodies.
Our business and our company have been growing rapidly and we are looking to expand our team which is based in Boulder, CO. (Due to the pandemic we are currently remote and will be revisiting January 2021)
Your Main Responsibilities:
Manage, strategize, report and improve customer retention. Understand why customer attrition is occurring and implement a process to remedy
Define and optimize the life cycle for our customers
Improve and own the strategy for client on-boarding
Implement Customer Success Manager and direct report on-boarding and training program
Manage customer escalations from your direct reports, and follow a productive escalation process that is in line with product and company priorities. Communication and feedback must be reiterated to the product team to meet customer satisfaction
Ensure that Customer Success Managers understand our customers' objectives, and are delivering on them
Determine how to define, drive, and demonstrate quantifiable value (ROI & LTV)
Monthly analysis of product adoption, retention, drop off points, NPS scores (needs implemented), etc.
Responsible for determining important tracking metrics and working with data engineers to surface relevant data and trends. Specifically around customer retention, customer success, ROI, and LTV
Work with marketing to help implement cross-sells and up-sells
Define targets and meet quarterly gross retention and net retention targets
Lead, groom and inspire a Customer Success team of direct reports
Build and manage a team
Lead cross-functionally to drive Customer Success
Own Intercom upgrades, metrics, in app messaging flow/onboarding. As a small company some of these will be your responsibility to execute on and others will be your responsibility to delegate.
Strategize on new projects, campaigns, etc to grow customer engagement
Engage in StaxChat regularly which is powered by Intercom and our primary way to connect to our current customers (and leads) through a chat based 3rd party app. We are averaging 500 messages per day.
Who YOU are:
3-5+ years in a customer success role
2+ years working for a consumer SaaS business
2+ years working for a startup
3+ years in a leadership role that included managing and mentoring a team
A proven track record of aligning staff, processes, and systems to drive customer retention
A focus on outcomes and able to drive team goals to align with company goals
High attention and detail to metric based goals and strategy
Ability to keep things moving by hitting deadlines
Proactive and loves to set high level goals with the ability to communicate clearly how the team will be working towards those goals
Local to Boulder/Denver or willing to relocate
Experience working remotely proficiently
Highly patient & empathetic but willing to give direct feedback
Nice to Have’s:
PN Level 1 or related nutrition certification
Degree in Dietetics or related field
Strong fitness/health background or desire
Has used Macrostax personally
Advocate for Macro counting and/or healthy eating
Consumer sales experience
Willingness to have a split schedule to accommodate nights, weekends and holidays as needed
As Macrostax has grown we have continued to add and improve our benefits package. Our current benefits include those listed below, although we are always working to expand and improve our benefits.
Healthcare benefits (we cover 75% of the premiums for employees for medical, dental, and vision coverage)
$50k in life insurance (paid for by the company)
An annual professional development conference budget
Paid parental leave
Flexible work schedule & hours
“Powder Day” policy (a must-have benefit in Colorado)
Untracked vacation days
How to apply:
To apply, e-mail CEO, firstname.lastname@example.org with the following 4 items:
Subject line: “Director of Customer Success Applicant”
Short cover letter or informal paragraph telling us why you'd be a good fit.
If you have used Macrostax personally
Note: Due to the overwhelming response of applicants we get, if any of these items are missing your inquiry will not be considered.