Rewind is a service that protects the data that is driving your business, from a simple side hustle to a successful venture. Our focus is on backing up data that lives in the cloud – in apps like Shopify, BigCommerce, and QuickBooks Online. We invite you to read our startup story to learn where we came from and where we’re going. For a more technical view, check out our Behind the App feature on the BigCommerce Developers Blog.

We care about honesty, we believe in learning from our mistakes, and we support each other as we grow.

Reporting directly to Rewind’s VP of Revenue, the Director of Customer Success will:

• Define the overall strategic vision and operational plan for the Customer Success organization.
• Lead new customer onboarding, training, and ongoing account growth, facilitating lightning fast and effective support where possible.
• Drive account growth outcomes:
  • Expand revenue in accounts through cross-sell and up-sell via partnership with sales and partners channels.
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores.
  • Develop and foster executive level relationships with key enterprise accounts.
  • Reduce churn and drive new business growth through greater advocacy and reference ability.
• Drive customer outcomes, product adoption and customer experience:
  • Create and manage key customer stories for up to the moment sentiment and usage information that Rewind can use to make their products better for our customers.
  • Define and optimize the customer life cycle across segments and platforms.
• Build and grow a world-class team of Customer Success Managers, Account Managers, Onboarding Specialists and Support Specialists with a robust toolkit, automating process whenever possible.
• Foster a culture of customer empathy, partnership, and continuous value creation.

The Director of Customer Success should have the following:

• 10 years of  experience in a Director role leading the customer-facing aspects of a B2B software-as-a-service (SaaS) company.
• Experience transforming a traditional CS team to a revenue generating team
• Experience driving software adoption and leveraging customer success best practices. 
• Experience building strong relationships, both with customers and internal teams.
• Experience building repeatable and scalable customer success teams.
• Experience with Salesforce or similar tool.
• Excellent communication and problem-solving skills, and strong goal orientation.
• Bonus: Experience leading account managers or sales teams.

We strongly encourage candidates of all different backgrounds and identities to apply. Each new hire is an opportunity for us to bring in a different perspective, and we are always eager to further diversify our company. Rewind is committed to building an inclusive, supportive place for you to do the best and most rewarding work of your career.

Our package includes:

• bonus
• employee stock options
• health benefits
• 3 weeks vacation + tenured vacation
• 7 life leave days
• 2 Level Up days for professional development
• 1 volunteer day
• Summer hours (off every other Friday from June - September) and office closed during the holiday break (Dec 25 - Jan 1st)
• 4 week sabbatical after 4 years with us
• paid parental leave
• $5000/year professional development allowance (you can take courses, buy books, attend conferences, cover certifications, etc) and free Udemy courses
• $1000/year annual wellness spending account