Director of Customer Success

  • 101 Marietta St NW, Atlanta, GA 30303, USA
  • Employees can work remotely
  • Full-time

Company Description

At Cypress, we’re on a mission to build an essential testing platform that makes automated testing delightful and effective. Cypress provides better, faster, and more reliable testing for anything that runs in a browser. Hundreds of thousands of developers and QA professionals use Cypress.io to write better code faster and release with confidence.

Our testing platform is currently comprised of an open source Test Runner and the subscription-based Cypress Dashboard, which together form a complete solution. Engineering teams get started with the Test Runner, writing and running tests locally while doing their daily development. When an organization builds a suite of tests and needs to scale its testing approach, they add the Cypress Dashboard. The Dashboard makes it easy to test and debug faster through CI integration, parallelization, and a suite of tools for tracking and analyzing every test and the test suite as a whole.

 Cypress is currently used in over 90 countries by hundreds of thousands of developers across more than 12,000 organizations. Cypress has over 1,200 customers in more than 50 countries across 45 industries and includes marquee names like Asurion, Atlassian, Autodesk, BetterCloud, Betterment, ClassDojo, Crunchbase, Disney, DHL, DocuSign, Fullstory, Gatsby, GitHub, HashiCorp, Lego, NBA Digital, Nielsen, PayPal, Pendo, SendGrid, Slack, Shopify, Trulia, OpenTable, Warby Parker, WIX, Zendesk, ZocDoc, and 99Designs.

 The company was founded in 2015 and has raised $55M in capital to date, including a $40M Series B financing in November 2020, led by OpenView Partners, with participation from Bessemer Venture Partners, Battery Ventures, Sapphire Ventures and Stripes.co. 

Cypress is the market leader in developer driven test automation. Test automation represents a $14B market and a 16% CAGR.

Job Description

Opportunity for Impact

We’re hiring a Director of Customer Success to optimize the customer experience from onboarding to retention to growth. This role requires a consultative and holistic approach to the customer lifecycle, including providing guidance and leadership through the onboarding process, ability to consistently communicate our value, and early identification and resolution of at-risk customers. You will also be leading strategic initiatives aimed at maximizing adoption, retention, and overall customer lifetime value for some of the most innovative companies and teams in the world.

 We believe that successful software, product delivery and performance require an innovative approach of account management that becomes an extension of our industry-leading product promise. Our ideal candidate will have a proven track record of success in developer tools and audiences, and be comfortable in bottoms up GTM motions. 

This position is both a highly strategic and tactical role in leading Support and Success functions to fulfill immediate hiring goals, increase client adoption and retention, and identify new revenue opportunities. The ideal candidate will be comfortable acting as a player-manager with the ability to roll up their sleeves to ensure best in class client experience and satisfaction.

Qualifications

Roles and Responsibilities:

  • Design customer experiences and journeys that create successful practitioners and advocates of Cypress products. 

  • Mentor and inspire a team of high-performing Customer Success Managers, Customer Success Engineers, and Technical Account Managers.

  • Hire and onboard new team members who will quickly become strong individual contributors.

  • Own the ultimate success of our customers, including onboarding, product adoption, retention, and growth.

  • Ensure that customers derive maximum value from their investments with us and fully leverage our products on an ongoing basis.

  • Develop trusted advisor relationships between company and key customer stakeholders and executive sponsors to fully understand our customers’ strategies and measurements for success.

  • Serve as a customer advocate internally while effectively collaborating with internal teams including product management, sales, design, QA, and engineering.

Professional Qualifications:

  • Minimum of 5+ years of SaaS customer success or account management experience, preferably at a developer technology company.

  • Minimum of 2+ years managing customer success or account management teams

  • Experience leading support and customer success functions.

  • Strong leadership capability with proven experience building and managing dynamic, collaborative, and high performing teams.

  • Understanding of developer personas and developer tool products preferred.

  • Detail-oriented with the ability to set priorities and be flexible in a changing environment

  • Excellent written, communication and presentation skills.

  • Entrepreneurial spirit with a passion for the developer tools space.

  • Experience working with and managing diverse teams is a major plus.

Personal Characteristics:

  • Passionate about designing and delivering world-class service experiences and client success.

  • Willingness to “roll-up-sleeves” and do what is necessary to get the job done

  • Outstanding interpersonal skills and ability to communicate clearly and effectively (both written and verbal) at all levels. 

  • Analytically minded to be able to leverage data to drive strategy, decisions and recommendations.

Additional Information

Cypress is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.