Introduction
The people at SkyHive don’t just build technology – we revolutionize entire industries. It’s the diversity of those people and their ideas that encourages the innovation that runs through everything we do. Come join SkyHive and leave the world a better place than we found it.
Position Overview
SkyHive is looking for an ambitious and mission-aligned Director of Customer Success to join our scaling operations team directly supporting the company’s growing Customer base and products. The ideal candidate will have a “scale-up” mindset, have ambitions to build a best-in-class Customer Success program. This is a hands-on role in a dynamic, fast paced environment. The successful candidate for this role will be flexible and not uncomfortable with ambiguity and operating under short deadlines. Reporting to the Chief Operating Officer, the successful candidate will oversee Customer Success (CS) strategy and day-to-day operations of SkyHive’s burgeoning CS team. This function is responsible for ensuring SkyHive’s customers derive maximum value from SkyHive throughout their customer journey. We are looking for someone with an entrepreneurial spirit that has strong previous experience growing customer-facing teams in a software company.
The Role
Required Skills
Ensure world-class service to SkyHive customers.
Accountable to excellence in customer success and customer delivery as measured through Customer Net Promoter Score.
Manage Customer Success functions
Onboarding / Training / Professional Services
Management of Global Customer Support (engagement)
Management of renewals and cross-selling program
Advocacy Drive Customer Success Outcomes
Influence future lifetime value through higher product adoption and customer satisfaction
Drive new business growth through greater advocacy and reference-ability
Lead World Class Customer Success Team and Measure Effectiveness
Recruit experienced leaders for each functional role
Attract high potential individual contributors into team
Create rapid onboarding process for new team members
Define and track operational metrics for team (OKRs KPIs)
Expose subset of metrics to executive team, company and board Inspire Customer Success Across Company
Align with Marketing for marketing to existing customers
Align with Product around driving product roadmap
Align with Finance around measurement and forecasting
Align with Executive Team around key metrics and objectives
Deeply understand SkyHive’s products; have sufficient technical competence to talk shop with customer technology teams
Master new technologies, ideas, and execute against complex, strategic initiatives.
Qualifications
Undergrad and/or post-secondary diploma
6-7 years of management experience leading customer-facing teams in a product company; Customer Success preferred
Technical background with experience in a SAAS company
Deployment and provisioning experience
Who We Are Really Looking For!
Flexible: You’re adaptable and comfortable wearing many hats in a fast-paced and changing environment
Problem solver: You have strong analytical skills with demonstrated initiative and a solution-oriented mindset
Accountable: You have a demonstrated “no-nonsense” attitude to delivering excellence to customers
Dependable: You have a strong work ethic, are able to coordinate multiple projects and meet goals in tight timelines
Detail-oriented: You think critically about challenges & design efficient & effective solutions
Integrity: You act with diplomacy and keep your commitments to the team, customers, and SkyHive stakeholders
Who are we?
At SkyHive, our purpose is to democratize labor opportunities around the world so that we can all benefit from a more capable workforce and a more efficient global economy. We’ve built the world’s only Quantum Labor Analytics platform to optimize human economies in real-time for companies, communities, and countries.
Essential to global economic empowerment, SkyHive allows people to future-proof themselves and their workforce faster than ever before. By marrying economic theory with workforce modeling and human analytics, we illuminate the reskilling journey and provide customers with a capable and future-proof workforce that closes the skills gap with speed and efficiency unleashing human potential for individuals, organizations, and governments.
Named a top AI innovation by Forbes and a Gartner Cool Vendor in HCM, SkyHive is cognifying the world’s labor economy and fundamentally changing how we work, learn, and live.
Through supporting enterprise and government customers across all industries and geographies globally, SkyHive is focused on strengthening the overall economic resilience of workforces and communities.
What do we offer?
Competitive compensation
Stock Options
Three weeks’ paid vacation to start, paid holidays and birthday leave!
Comprehensive health benefits package
Paid & unpaid volunteer time off
Charitable donation-matching program to support your favorite charity.
Opportunity to get your foot in the door of a fast-growing tech company
Collaborative team environment
Professional development assistance program
Social Impact Organization with Certified B-Corp Status
Opportunity to explore other departments as training and career continues.
Beautiful office in A1 location (Views, view, views)
Numerous employee appreciation events throughout the year
What Can You Expect?
All SkyHivers work extremely hard and are rewarded with truly unique professional experiences. We encourage you to reach out to any SkyHive employee to hear their experiences first-hand. We hold ourselves accountable to helping you reach your career goals in a truly supportive environment. People evolve and so do companies – we reflect this in how we assemble and grow our team.
Apply Now
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