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Customer Success Director

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Do you want to work with a market-leading, innovative solution, front-line technology and team-up with driven, dedicated and skilled people?  

inRiver is a highly ambitious, global company with 70% growth in the software industry. At inRiver, you are guided by our values and work in an exciting entrepreneurial atmosphere. You will team up with amazingly talented people where our strong High Five culture provides a collaborative platform supporting our globally growing organization.

The Customer Success team
Our goal is to help inRiver customers get their desired outcomes from their investment and continually help them increase the value of inRiver PIM.  The focus of the team is on building a strong relationship with our customers. Starting during the implementation phase with a customer onboarding program and increasing the activities post go-live, we actively interact with customers through meetings, trainings, forums, sharing best practices and providing advice to ensure the customers launch and continuous use of inRiver PIM is successful in their organization.

We are serious about making it easier for our customers to work with us and constantly strive to make improvements by bringing back the lessons learned from our Customers into inRiver, coordinating them internally to drive better solution for our customers. This is a new role at our Chicago office!

About the role
Customer Success Directors at inRiver play an important role in collaborating together to maximize our customer's Life time value.   They are part coach, project manager, business consultant and product expert.   our Customers Success teams are continuously focused on helping inRiver's customers to be successful in inRiver PIM. 

The Directors will work together to create and manage Customers Success programs, processes, reports and dashboards to drive and measure outcomes.   Managing the overall relationship with assigned customers throughout the entire customer life cycle by engaging, developing and interacting with them through meetings, calls and at events. 

  • Continuously evaluate and develop Customer Success assets and methods, and work with product marketing to create new or refine existing onboarding materials      
  • Increase customer retention by influencing future value through higher adoption and customer satisfaction
  • Schedule, plan, and lead customer meetings, academy training sessions and other customer-focused regional events, including: User forums, user academy (customer training sessions), ambassador groups (Superusers) etc.
  • Identify, plan and schedule customer enablement activities such as: New customer on-boarding webinars and videos, educational content and other specialized content based on customer demand/need.
  • Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers
  • Help drive customer references and case studies

If you are passionate about Customer Success and would like to work closely with our great customers, big brands, exciting businesses & PIM users. This is an exciting opportunity. You will also get the opportunity to influence, engage, inspire, teamwork, take action and get fantastic challenges in your daily work! We are looking for a relationship-building team player who is willing to take ownership. 

We would like if you have

  • Bachelor’s degree or equivalent work experience
  • 5+ years working for SaaS company with relevant work experience in a customer success management role in the digital transformation industry (ecommerce, web or digital business)
  • Proactive and willing to define and/or improve processes
  • Basic technical understanding of the different platforms and systems that our customers are using and need
  • Travelling is a must (approx. 3-4 trips a month)

It is a benefit if you also have:

  • Experience with other PIM, eCommerce or WCM systems

 Of course, we also want you to live our core values:  

  • We act responsibly
  • We have fun while winning
  • We take action
  • We simplify
  • We are trustworthy

– No one of us is as smart as all of us!

We look forward to hearing from you.

 

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Core Values & A High Five mentality

inRiver teams inspire and contributes to customer success all over the world. As a team, we work together to make an impact and help our customers thrive and grow their business – celebrating and sharing our wins. The inRiver values guide our every-day actions helping us make a difference. 

We act responsibly
We have fun
We take action
We simplify
We are trustworthy

No one is as smart as all of us!

Goal-oriented, hardworking, dedicated, and good fun.

Our global team of inRiverians is a dedicated team of professionals where each individual contributes to the strength of our company. We all work toward our common goal of bringing a truly extraordinary PIM solution to the market. Together, as a team, we are creating a first-rate software platform that is both agile and smart.
Want to join our fast-growing global high-five team? 

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