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Director, Customer Success

*This job is remote-friendly for all candidates currently authorized to work in the United States or Canada.

We are Battlefy, and we power Esports.

We are looking for a Director for our Customer Success organization, ideally with a background in digital agency, to help us build the future of Esports. Battlefy's platform is the gold standard in the competitive esports industry and we need smart, customer-obsessed people to help deliver world-class experiences for our clients, drive engagement with the Battlefy platform, and own organic customer growth.

The Director, Customer Success will be responsible for the overall operations of our CX team. We're looking for someone to work with the biggest publishers and brands in the industry. Names like Riot Games, EA, Red Bull, the NFL, NBA, NHL, and Major League Baseball. The biggest brands in the world deliver their global esports strategies on our platform.

Successful candidates for this role will excel at the following:

Leadership

• Bringing a ‘people first’ mindset - without people we can’t create!
• Build, coach, and grow a high performing customer experience team that is capable of delivering on a variety of world class esports experiences for the biggest brands in games;
• Define & iterate on organization-wide best practices for enterprise customer success;
• Experience working with and leading cross-functional teams, defining standards, establishing and communicating KPIs, and building relationships with internal stakeholders.

Account Management

• Working with enterprise customers to launch, grow, and iterate on esports experiences;
• Owner of all post-launch retention, growth, and iteration tasks with key customers;
• Nurturing client relationships, acting as the voice of the customer;
• Making trade-off decisions in order to handle requirements changes;
• Owning our multi-quarter campaign plan.

Communication

• Cost effective communication inside, and outside the project teams;
• Collaboration with different business units to find the right balance of commitments.

Detail Oriented

• Own all the metrics for the CX organization;
• Attention to detail regarding campaign execution, including status of work across multiple individual contributors;
• Internal & external dependency management.

Requirements

• 5+ years of experience as an account manager, project manager, or customer success leader in a digital agency environment;
• Bachelors degree or professional experience equivalent;
• Strong technical acumen with fluency in modern digital tools for project management, communication, tracking, etc.
• Strong communication skills;

Benefits

At Battlefy, you will be instrumental in helping the team to rise up and become legends. While doing so, you will receive a competitive salary, flexible hours, programs to support outdoor fitness activities, and flexible vacation time. Most importantly, you will receive the support of a talented, warm, and welcoming family that shares your passion and enthusiasm for building a legacy.