Director of Customer Success

Careers

Director of Customer Success

US

About us

Founded in 2013, Blue dot is a market pioneer, developing the first technology-based and dynamically updated financial platform for employee-driven transactions in the market. The all-in-one Blue dot Tax Compliance Platform harnesses digitization, tax compliance, and automation to process and analyze each customer’s VAT, Taxable Employee Benefits, and Corporate Income Tax from expense data in real-time. As a privately held company, Blue dot’s technological breakthrough has raised $92M in private equity funding and attracted a large portfolio of Fortune 500 clients, while partnering with global brands like SAP, PwC, KDS, and many more. Blue dot is fully dedicated to providing its clients with value, not only in terms of revenue but in the peace of mind that comes from full compliance.

 

Why you’ll love Blue dot:

We are a disruptive technology company that is changing industry as we equip the world’s leading organizations to be able to automate the increasingly complex world of tax compliance with a specific focus on Taxable Employee Benefits and VAT deduction for decentralized consuming. Tax Compliance is a mandatory function for most businesses and carries intensive work and inherent risk. It is expensive to even try and get it right with manual processes that are open to human error. Our AI platform enables our clients to dramatically simplify the process for employee drive spend, removing that risk and allowing a business to invest in its people so they can be more productive, creative, and happier at work.

We stand proudly for our people and support their success through career development and advancement. We are recognized and respected for our culture of inclusion, continuously striving to do what is good for our people and communities.

 

The impact you will have:

We are growing, expanding our offering and go-to-market approach to VAT, Taxable Employee Benefits and Corporate Income Tax, direct and indirect sales. This job will focus on managing a team of Customer Success Managers, who own customers’ portfolios and are measured based on retention and expansion.

The Director of Customer Success will have a direct impact on the company’s revenue, on the value that clients get through the product, and on the relationship with clients.

 

 Responsibilities:

  • Own a book of business with commercial targets of retention and expansion
  • Manage a team of 3-5 Customer Success Managers who own a portfolio of existing clients, in order to upsell to their clients
  • Liaise with decision-makers and buyers at existing clients’ organizations, serving as their senior contact at Blue dot
  • Develop and implement scalable CS processes and integrated systems, providing a means for highly effective KPI/driver performance measurement, reporting, and accurate forecasting
  • Provide support on organizational strategy, operational change management, performance scorecards, and metric design. Establish reporting and KPI review cadence
  • Assist sales teams to qualify leads by using your deep understanding of the product’s ideal customer pain points and by enabling Proof Of Concept projects
  • Ensure strategic decisions are supported through data and analysis
  • Provide guidance in troubleshooting operational issues as they surface; propose changes to systems/ processes/business alignment to fix root causes
  • Ensure close alignment with company-wide strategic priorities
  • Partner with Business Operation teams to maintain exceptional adoption of Salesforce.com, Totango, and other tools by minimizing the administrative burden to Customer Success Managers while maximizing value
  • Serve as a thought leader in the CS organization by keeping up to speed on the latest best practices and available systems and tools
  • Work closely with management on the need for Monthly and Quarterly Business Review materials, done in a timely manner
  • Gather clients’ feedback on the product and prioritize roadmap requirements for the Product team

 

Requirements:

  • 5+ years experience in Customer Success Organizations; 3+ years in leading and managing a scaled and multifaceted team
  • 2+ years of experience SaaS or Enterprise Software Industry, with a strong understanding of CS function in a SaaS business
  • Passion to develop long term relationships with clients and to sell them software products
  • Demonstrated leadership in delivering results with large-scale, cross-functional teams
  • Successful results in previous business impact through performance and metrics management
  • Strong understanding of all facets of CS Implementation, Professional Services, Success, Technical Support, and Enablement
  • Strong management skills with a proven ability to successfully work within both solid-line and dotted-line reporting structures
  • Experience in operating in a multi-national-multi-cultural organization
  • Exceptionally strong communication skills, including experience, effectively communicating with executive leadership
  • Bachelor’s degree or equivalent in Business, Computer Science, Finance/Accounting
  • MBA is preferred
  • Passion to deliver a new SaaS product to the market
  • Experience with Salesforce, Totango, Project Management Software, BI tools
  • Bachelor’s degree or equivalent in Business, Computer Science, Finance/Accounting
  • Problem-solving and decision making; analyze information appropriately to find the best solution and take a balanced view to reach logical conclusions and make relevant decisions

 

Why people love working here:

  • We offer meaningful work and opportunities for career growth.
  • We offer an opportunity to build a career in the technology industry.
  • An opportunity to help be a founding influence on a new team within the company with industry-leading and proven technology that can scale to unicorn status.

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