Partnering with mission-driven entrepreneurs to build Rocky Mountain technology companies of impact, utility, and value.

Elevate the customer journey to new heights by transforming product insights into sustainable relationships and strategic growth. As a Customer Success Director for Sapphire Reserve you will play a pivotal role in driving product growth, enhancing user engagement, and ensuring that our content strategies lead to meaningful customer interactions.

Job Summary:

As a Director of Customer Success in Sapphire Reserve, you will be instrumental in developing and sustaining customer relationships that bring our product value propositions to life. You will collaborate closely with category managers, marketers, and content creators to ensure the product content is engaging and aligned with user needs. Your role will focus on driving product growth, increasing utility for customers, and boosting engagement while ensuring that product and content strategies foster user retention.

Job Responsibilities:

• Drives product adoption, expansion, and retention: Lead efforts to maintain a healthy customer base through strategic engagement initiatives, focusing on content alignment and product growth.

• Drives product growth and engagement: Spearhead strategies aimed at increasing product utility for customers, improving user engagement, and boosting content effectiveness.

• Conducts strategic account management: Lead regular and proactive account meetings, provide use case demonstrations, communicate future releases, and gather feedback to enhance product impact. Collaborate with content and growth teams to optimize user engagement and drive product success.

• Guides strategic onboarding processes: Oversee the onboarding process, ensuring it aligns with content strategies to increase product usage and user retention. Leverage deep product knowledge and collaborate with the growth team to enhance the onboarding experience.

• Monitors and analyzes key success metrics: Track and analyze metrics such as conversion rates, bookings, content engagement, and user retention. Provide insights to the Product, Content, and Marketing teams to inform strategic decisions.

Required Qualifications:

• Experience: 7+ years of experience or equivalent expertise in senior customer success roles, preferably within product, technology, or content-driven environments.

• Skills: Demonstrated leadership in driving product adoption, customer retention, and content engagement. Strong communication and interpersonal skills with the ability to influence stakeholders across all levels. Proven ability to learn new technologies, strategize around product growth, and work collaboratively with content and marketing teams to drive success.