Director of Customer Success - Military veterans preferred

Founded in 2023, WareHQ Labs is a software company that was created to solve problems that have plagued the supply chain industry for far too long. The industry has a wide variety of disparate systems that rely on outdated integration requirements. WareHQ Labs is designed to address these issues; therefore, our clients hire us to increase the scalability of their operations. Our first product to solve this problem is briefli.ai.

“What we’ve been able to accomplish is not possible without our people, culture, and core values. It’s our ‘not so’ secret sauce." - Benjamin Hagedorn (CEO)

The Role
The Director of Customer Success is responsible for ensuring customers achieve their desired outcomes while using briefli. This role leads customer success strategy, drives retention and growth, and oversees teams focused on onboarding, support, and account management. Their goal is to maximize customer satisfaction and contract value.

Day to Day Responsibilities:

Team Leadership & Management

• Eventually lead, coach, and grow customer success managers (CSMs), support, and account teams.
• Conduct 1:1s, team meetings, and performance reviews.
• Set team goals and monitor KPIs like churn, Net Promoter Score (NPS), Customer Satisfaction (CSAT), and renewal rates.

Customer Strategy & Engagement

• Develop strategies to improve customer onboarding, product adoption, and long-term success.
• Work with high-value or strategic accounts to ensure satisfaction and retention.
• Monitor customer health and intervene with at-risk accounts.
• Analyze data and dashboards to identify trends and opportunities.

Cross-Functional Collaboration

• Work with Sales to align hand-offs and ensure a smooth post-sale experience.
• Partner with Product teams to share customer feedback and influence roadmap priorities.
• Collaborate with Marketing on customer advocacy and case studies.

Who We Are Looking For:

Strategic Leadership

• Visionary thinking: Can design and evolve a customer journey that aligns with company goals
• Cross-functional collaboration: Able to align with product, sales, marketing, and support

Customer-Centric Mindset

• Empathy & advocacy: Understand and anticipate customer needs
• Data-driven approach: Uses metrics like NPS, churn, expansion, and CSAT to guide strategy
• Voice of the customer: Brings feedback loops into product and service improvements

Operational Excellence

• Playbooks and processes: Skilled at building scalable systems (e.g., onboarding, renewals, QBRs).
• Team building: Can recruit, coach, and scale a high-performing CS team.

Revenue Ownership

• Retention and expansion: Proven track record of reducing churn and growing revenue via upsell/cross-sell
• Partner to sales: Strong grasp of customer lifecycle and renewals
• Budget management: Experience managing CS P&L or contributing to revenue forecasting

Core Values Alignment

Put People First
We believe trust is the foundation of all relationships. We maintain that trust by showing grace while also challenging each other to operate our business in a way that maintains our culture of appreciation, respect, and transparency.

Do The Right Thing Every Time
We have the integrity to make the tough decision. When encountering challenges and opportunities, we never abandon our values or put others at risk. Following the Golden Rule makes us proud of our work and the relationships we build with one another.

Take Ownership Of Every Situation
We take ownership and are accountable for our actions. We do this by striving to admit, learn, and grow from failure and mistakes. We identify difficult situations as a privilege and an opportunity to provide value to our stakeholders.

Maintain Financial Discipline We will exercise prudence in all financial decisions and will never risk the long term health of the company for short term gain. We hold the belief that today's sacrifices are tomorrow's rewards and the work we do as a company will serve as an example of our respect for each other.

Live Generously
We are the best versions of ourselves when we selflessly and humbly give of our time and talent to make a positive impact on those around us.

Always Compete and Hustle
We fight for every opportunity that comes our way. We will outwork our competition and put our best foot forward with every deal we pursue.

Benefits:

• 85% of premiums for medical, dental, and vision plans covered by briefli
• $2,000 annual HRA/HSA contribution
• 401k with 100% match, up to 6%, immediately vested upon enrollment
• Reimbursement programs: childcare, tuition, wellness, cellphone
• Free daily lunches
• Leadership and development training
• Men and women haircuts
• Onsite gym

What Comes Next:

1. Submit your application
2. The HR hiring manager will review your resume and determine if we feel there is a match based on your skill set.
3. If there is a perceived match, we will have an initial phone interview to get acquainted with you and introduce the company.
4. If there is mutual interest, we will proceed with a hiring manager interview with one or more team members, a case interview, and finally a culture-based (non-technical) interview that will see if we are a match culturally for our organization.

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