Senior Director, Commerce Partner Success
Hopper
Job Level
JuniorMid-Level
About the role
- Build relationships with our top clients.
- Serve US-based clients with the availability for video calls in the PDT zone (9 AM to 5 PM).
- Identify client needs and deploy solutions.
- Conduct video training and showcase new features.
- Drive adoption of our product and encourage best practices.
- Identify opportunities for growth.
- Oversee a large book of business.
- Influence retention, expansion and churn rate for your clients.
- Create automation and flows within our success software that supports your efforts.
- Report on activities and results.
- Collect strategic feedback and share it internally.
- Create impactful emails and outreach campaigns for your book of business.
- Collaborate within a close-knit international Customer Success team.
Requirements
- Ability to cover PDT zone (9 AM to 5 PM) from Monday to Friday.
- English proficiency at C2 level or equivalent.
- At least 2 years of previous professional experience in a SaaS customer success role.
- Ability to build mutually beneficial relationships.
- Great understanding of how to use and teach others to use the software.
- Experience with customer success or sales tools (such as Gainsight, Totango, ChurnZero, Salesforce, or Hubspot).
- A good understanding of industry-standard KPIs (churn rate, retention rate, net dollar retention).
- A good understanding of customer experience tools and the industry.
