Director of Customer Success

Telecommute · New York, United States · Customer Success


[WE ARE A 100% REMOTE COMPANY] | [Applications close 3/23/18]

About the Company

ConvertKit is email marketing software for online creators - the authors, makers, chefs, photographers, YouTubers, teachers, artists and other creators building the future. We have 18,000 paying customers, send 400 million emails per month, and are growing revenue quickly.

Think of ConvertKit as the fuel cell powering the core of every creator’s business. Email remains the #1 tool for building an audience and making a living online. If you believe in the importance of empowering entrepreneurs to build the future, then you believe in the work we do at ConvertKit.

We're a remote team of 30+ people in 24+ cities across 7 countries. We hire A-players and treat them like A-players because we believe in the power of great company culture to help us grow.

About the Role

This is an opportunity to lead and grow the customer success team at a company that views its customers as people instead of numbers.

ConvertKit is looking for an authentic leader with a passion for helping customers find success. Reporting to the VP of Growth, the Director of Customer Success will possess a deep knowledge of the customer lifecycle and will coach and mentor others on the team. Along with focusing on improving revenue growth (through account expansion and retention), you will lead our support team in providing top notch (and speedy) care to our customers.

You will serve as a key voice within the organization representing our customers internally--including: leading activities focused on maximizing adoption, retention, and overall lifetime value, while ensuring our customers are realizing measurable value from ConvertKit.

Measures of success include:

  1. Response times
  2. Quality score
  3. NPS
  4. Churn/Retention
  5. Expansion revenue
  6. Conversion from trial to paid


Your responsibilities will include:

The right person for this position will have:


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