Senior Director of Customer Success Job Description
About TOOTRiS:
TOOTRiS is a rapidly growing, software-driven childcare benefits provider. We empower enterprise organizations across diverse industries—including manufacturing, healthcare, technology, government and finance—to offer turn-key childcare solutions to their employees. TOOTRiS streamlines the management of these benefits through our innovative technology, assisting parents in using their employer-sponsored benefits with child care providers nationwide.
We're transforming the world of childcare by making it more convenient, affordable, and accessible for working parents. Our platform helps companies increase employee retention and productivity while providing valuable benefits that support working families. As digital solutions increasingly shape our lives, TOOTRiS enables real-time connections and transactions between parents and child care providers. Our platform empowers working parents – especially women – to find high-quality child care effortlessly, while helping providers enhance their offerings and fully capitalize on their programs.
About the Customer Success Team:
At TOOTRiS, our Customer Success Team is the driving force behind ensuring our enterprise clients are successful in meeting their child care benefit goals throughout every stage of the account cycle. This includes:
- Flawless implementation and onboarding of new customers.
- Comprehensive support during rollout to ensure a smooth transition.
- Proactive engagement to drive ongoing child care benefit platform adoption and utilization.
- Routine customer touch points to remain aligned with benefit performance
- Strategic management of renewals and identification of opportunities for expansion and upselling.
Position Overview:
TOOTRiS is seeking a dynamic and experienced Senior Director of Customer Success to lead and scale our Customer Success team. This individual must be a problem solver.
This is a critical and foundational role, which is focused on managing day-to-day communication, acting as the main liaison between the client and our internal TOOTRiS teams. The Director will be responsible for scaling the Customer Success department from the ground up and must be comfortable taking on a "player coach" role, where they will both lead and actively participate in day-to-day customer success activities. The ideal candidate will have a demonstrated track record of building and leading a successful Customer Success organization with a focus on problem resolution, client retention, satisfaction, and growth.
Key Responsibilities:
- Customer Success Strategy: Responsible for the execution and ongoing development of the high-level customer success strategy, working closely with the TOOTRiS leadership team. This includes creating and managing plans for client onboarding, retention, and upselling initiatives to ensure the Customer Success team exceeds its key performance indicators (KPIs) in areas such as customer retention, growth and overall customer satisfaction.
- Customer Performance Reporting: Establish data-driven playbooks that empower Customer Success to proactively communicate and demonstrate child care benefit value with customers.
- Customer Implementation and Support: Guide clients through a seamless implementation process, providing training, tools, and resources to ensure their successful adoption and integration with the TOOTRiS platform.
- Strategic Relationship Building: Develop and maintain strong, long-lasting relationships with key stakeholders at all levels of the client organization. Act as a trusted advisor, identifying opportunities for increased utilization, deeper engagement and expanding the scope of services.
- Cross Functional Collaboration: Drive cross-functional collaboration with Sales, Marketing, Product, and Concierge Teams to deliver a seamless and outstanding client experience. Act as a client advocate, channeling feedback to inform product improvements and future development. Utilize data-driven insights to proactively optimize child care benefit performance in partnership with clients and internal teams.
- Client Escalation: Serve as a point of escalation for client inquiries, service issues, and delivering timely solutions to optimize the customer experience.
- Data Analysis and Reporting: Monitor and analyze key usage metrics, client feedback, and satisfaction scores. Use insights to proactively address challenges and present recommendations for improvements to TOOTRiS leadership.
- Client Engagement & Travel: Travel as required (up to 30%) to periodically meet with clients, participate in benefit and open enrollment events, and represent TOOTRiS at conferences and networking opportunities.
Qualifications & Requirements:
- 8-10 years of experience in customer success or strategic account management or retention management, with a strong emphasis on managing enterprise-level accounts.
- Experience in either a SaaS organization or an HR benefit tech-based platform is required.
- Demonstrated experience building and scaling a Client Success organization from the ground up.
- Proven track record of retaining and growing a portfolio of clients, exceeding performance goals and contributing to revenue expansion.
- Demonstrated expertise in cultivating strategic relationships with clients at all levels, including C-level executives, fostering trust and collaboration to achieve shared objectives.
- Strong leadership and team management skills who inspires and motivates teams to achieve exceptional results.
- Thrives in a player-coach role, seamlessly transitioning between leadership and hands-on execution of client success activities.
- Thrives in a rapidly changing startup environment.
- Drives growth while maintaining a focus on operational efficiency and scalability.
· Experience defining, implementing, tracking, and managing Customer Success KPIs
- Willingness and ability to travel up to 30% as needed.
- Must be able to work from the San Diego office.
Why Join TOOTRiS?
- Be part of a mission-driven company that is transforming the child care landscape.
- Collaborative and inclusive work environment.
- Opportunities for growth and professional development.
- Competitive benefits package
What We Offer:
Salary Range: $125,000 - $175,000
Benefits: Comprehensive benefits including health, dental, and vision insurance, child care benefits, along with unlimited PTO.
Professional Growth: Opportunities for professional development and career advancement within the company.
Supportive Environment: A collaborative and inclusive work environment with a dedicated team.
