Customer Success Director
LulaFit
Administration
Remote
Posted on Nov 26, 2024
Salary Range: $100K
Benefits: FREE employee-only medical coverage available under some of our plans. FREE short-term disability (STD), life insurance coverage, and an employee assistance program. Plus, a 4% employer match with our 401(k). Other incredible benefits HERE.
Location: Remote with approximately 6 trips a quarter to Chicago, Atlanta and elsewhere.
Reports to: SVP, Partnership Strategy
Your Mission:
With everything you have learned by working in commercial real estate, your mission - as our Customer Success Director - is to own the success of our client partnerships by creating alignment between your clients' expectations and the delivery of your team's hospitality services. You will build strong relationships to foster trust, support client growth, and uphold our brand promise. You will serve as a coach and connector, leveraging internal resources to empower our Host teams (they run our sites) ensuring exceptional execution across the board.
The Legacy You’ll Leave:
You nailed all your goals and KPIs which catapulted your growth at lulafit and our company's success!
On the client side, you ensured that your commercial real estate experience helped you retain 100% of your clients, deliver 110% Net Recurring Revenue (NRR), and that your clients gave you a NPS score of 80+.
You also tracked and nailed your weekly site budgets and your utilization and satisfaction metrics.
With the team you managed, you retained 75% of your 'A players.' and ensured your team members' NPS was 75+ (meaning they were engaged in their roles).
What You're Responsible For:
- You Will Develop, Maintain, and Foster Strong Partner Relationships. You understand how to foster trust with your clients, own regular meetings with them, ensure the communication channels with them are strong and frequent, that your goals are aligned, that you are helping them unlock contract value, and that you're managing any client risk.
- You Will Manage an Exceptional Team of 'A Players." When you first join our team, we expect you will have 5-6 Host Leads you are managing and your job is to enable them to coach and support their teams more effectively. As an exceptional people manager you will own the success of each of the sites you manage, provide coaching and guidance to your team, and maintain the highest levels of quality on your team. This is your best way of ensuring your clients are getting everything they deserve.
- You Will Lead Successful Projects. You will launch new sites and ensure everyone working on the launch is tightly aligned and you will oversee project management - including supporting the rollout of new initiatives across your Host Team. This could come from you, our People Team, Meetings/Events team, Marketing, etc...
Who You Are - Baseline Requirements:
- You have 3-5 years experience in commercial real estate. This is REQUIRED. You may have worked in: Customer Success, Client Relations, Business Development, or Implementation.
- You are familiar with the commercial real estate ecosystem. You understand stakeholders (Asset Mgmt, Leasing, PMs, Facilities, Security), Landlord priorities (leasing, Opex), etc... In other words, you can talk the talk and walk the walk based on where you've already worked.
- You have managed high performing teams in the past and have provided exceptional feedback, coaching, and support to them that ensured they were highly successful.
- You have efficiently collaborated with internal teams to address client needs and deliver solutions.
- You have specific and powerful examples of how you have translated data into customer stories and times when you have identified opportunities for optimization
- You have led effective client meetings that deliver value and contribute to strong partner relationships.
- You have successfully created and have been responsible for all client communication - including scheduling and leading meetings and closing the loop on all next steps.
- You have demonstrated deep industry expertise and stay current on trends
- You have effectively managed the customer lifecycle including onboarding, steady state, renewals, growth and expansion
- You have served as a trusted advisor to clients providing strategic direction and ensured the delivery of value across our products and services
- You have built new tools and processes that enhance the delivery of our Customer Success function
Our Core Values:
Lulafit’s culture is based on a shared respect for our lived values HERE. Fit with our values is a critical component of our hiring process, and you and all of our colleagues are expected to live our core values in interactions with team members, customers, and stakeholders. An assessment of how you have exhibited our values is also an important part of your performance review process.
Our Commitment To You:
Lulafit is committed to building a team that represents a variety of backgrounds, perspectives, and skills. We know the more inclusive we are, the greater our impact will be!