Director of Customer Success

TITLE: LEAD, CUSTOMER SUCCESS

FROM JOEL, Founder + CEO:

Imagine having an exciting sense of urgency to help people -- to the extent that not connecting with them is likely doing them a disservice. It’s our mission and shot at drastically and tangibly improving the jobs and lives of millions of business owners, communities, and marketing professionals.

Nearly four years in, we’ve seen result after result and validation after validation. We’re now on the verge of shifting the business from growth phase to scaling Locl. The sky really is the limit.

We’re looking for a special and tenacious professional to lead in building a customer success practice. You are a solution seller by nature, who is genuinely curious, genuinely cares about others’ success, strategic, and confident leading our customers and partners. You’re also a good listener, self-disciplined, self-aware, and will need no nudging towards successfully growing our business. You yourself are a growth expert, see opportunities where value exists, ask for referrals from connections and open doors for company advancement. With the majority of your time to be spent on emails, calls, and web conferences with customers, we expect an infectiously positive attitude when advising, presenting, and furthering relationships and growth! 

THE ROLE:

Locl provides listing enhancement and performance management software as a service (SaaS). We’re an industry leader with exciting plans to continue growing. In this role, you’ll identify and engage with existing account decision-makers within a company or partner organization to understand their business, share knowledge with them as their partner, and offer a crash course on our product -- most don’t know what’s possible. You will report directly to our CEO and have the opportunity to build a team under you as our customer base grows. We offer a collaborative work environment with other sellers, marketing, product, and leadership. We are still a small team so each needs to be able to operate successfully within their role with little structure, but we are all here to help each other succeed.

RESPONSIBILITIES:

• Account management, growth, and retention
• Nurture customer relationships for long-term retention, account growth, and renewals 
• Serve as customer support lead 
• Key account partnerships lead which includes: communication and success
• Host webinars for key partners and their Locl users
• QBRs for key partners
• Present product updates, performance findings, and new features
• Create marketing and communications content including newsletters, emails, and video tutorials for all users and DMO partners 
• Provide assistance and demos to current and potential customers
• Uncover and relay customer feedback and/or feature requests and improved user experience 
• Grow Locl’s portfolio of managed locations and land-and-expand growth strategy
• Upsell additional services to existing customers
• Regular use of HubSpot, Stripe, Django, Slack, Zoom

REQUIREMENTS:

• Small business enthusiast
• Represent Locl's Mission and Core Values, on a daily basis
• 4+ years of B2B and B2B2C sales experience. SaaS and marketing experience is a plus. 
• A drive for results, desire for growth
• Internally motivated
• Results-oriented and data-driven
• Professional and authentic 
• Define goals and KPIs for your role and the Success department as a whole
• Highly competitive mindset
• Be able to develop trust and credibility quickly, maintain it, and lead customers and reports consultatively.
• Strong planning, organizational, and time-management skills. This is a fast-paced role and the ability to stay on top of your day is key!
• Consultative, compelling, and passionate about making a difference.
• Trustworthy and credible -- you’ll be forging long-term relationships with customers and partners.

ADDITIONAL:

• Marketing, marketing agency, and/or tourism/hospitality background
• Start-up experience and mentality – we’re a small team, which presents its own challenges and opportunities

WHAT WE OFFER YOU:

• A chance to grow at a company with an upward trajectory. Move from small market, to mid-market, to Enterprise level sales as you demonstrate success. 
• We are in growth mode and do not apologize for putting in the hours needed to achieve the many wins that pave the way for larger successes. This is how we build Locl into what it’s capable of and also benefit individually as well.
• Unlimited PTO (used wisely, of course), and health benefits, and 401k.
• Competitive base salary plus bonus, uncapped, and the ability to qualify for stock options.

CORE VALUES:

As a team, we approach every opportunity, every challenge, and every conversation with these core values:

1. Respect: We treat ALL those we interact with respectfully.
2. This includes our customers, partners, collaborators, and for our Mission.
3. Leadership: We lead our customers and colleagues toward success.
4. Leaders lead by example and earn the trust of those who follow them.
5. Excellence: We hold ourselves to this standard because others deserve our best and we do not take life and our opportunities for growth for granted.
6. Growth: Always be learning, always be growing — as people and as professionals.
7. Make a Positive Impact: Our day-to-day must create demonstrable value.
8. Our Impact is measured by our growth.

Locl.io is an equal-opportunity employer. Full EOE Statement at locl.io/values

If you like making a difference and improving yourself with other enthusiastic over-achievers, join us at Locl! 

*Please apply via the LinkedIn Job Post. Direct Messages, emails, etc communication will be ignored.