Job description
Description
At Tilled, we embrace the ‘one of a kinds', the 'unheard ofs’, and the 'never-been-done-befores’. That’s why we created PayFac-as-a-Service, a groundbreaking concept that enables software companies to finally enjoy all the benefits of becoming a PayFac – without actually becoming one. We make payments a revenue strategy, and from our envy-worthy culture, to our mission to reinvent the payments landscape, to the brilliant, funny, and kind folk that make up our team, Tilled is unlike ANY company you’ve worked at before.
We are:
A growing team made up of innovators, creative minds, extroverts, introverts, dog lovers, and cat lovers who share a common goal:
to change the payments landscape for the better with PayFac-as-a-Service.
A software platform that provides B2B SaaS companies and ISVs with all the benefits of becoming a Payment Facilitator, without the stress, hassle, etc. etc. (you get the deal) to become a Payment Facilitator.
Tilled is seeking a Director of Customer Success to drive efficient and strategic processes, systems, analysis, and collaboration as we scale the GTM functions.
Tilled is seeking a Director of Customer Success to drive efficient and strategic processes, systems, analysis, and collaboration as we scale the GTM functions.
What we have:
- Remote work environment
- Office space in Broomfield, CO
- Resources to support remote work
- Generous compensation and benefits
- Transparency that trickles down from the C-Level
- Experts in the payments field that can get you up to speed with PayFac-as-a-Service
You are:
- A roll-up your sleeves, let’s get down to business type
- Authorized to work in the United States and a resident in a United States time zone
- Someone who knows when, who, and how to ask for help
Here is what you’ll be responsible for:
This position will work cross-functionally with the CRO, Sales, Marketing, RevOps & Finance Leadership to stand up the Customer Success Group within the Revenue Organization, including, but not limited to:
- You will stand up our B2B2B land-and-expand customer success and growth function.
- You will serve as project manager and leader for critical cross-functional initiatives such as building business value for our customers (B2B ISVs), standing up Customer Success for our customers and a sales-qualified lead engine from their SMB customers
- You will spearhead our Totango customer success platform and map out the strategy for its configuration
- Provide a significant contribution in the development and iteration of the complete customer journey, from top-of-funnel through fully scaled customers
- Gather valuable feedback from clients for continual product improvement
- You will work closely with RevOps’ data and platform team to develop quantitative health and adoption measurement methodologies
- You will successfully structure, plan, and drive the team to achieve business goals which may include metrics such as:
- Customer engagement (% customers engaged / Q)
- Customer adoption/health (% customers utilizing platform, features)
- Quantifiable business value/outcomes (% of customers >100% targets)
- Gross and Net Expansion rate
- CSAT/NPS
- Average contract length
- You will work closely with RevOps’ revenue finance team in the creation of predictable revenue forecasting
- Develop Client Success Enablement assets and methods, and work with Marketing to create new or refine existing adoption materials.
- Work closely with Marketing and Sales to align on strategies, growth forecasting, coverage plans, and account opportunities and risks
- You will hire, train, and manage a team of top-performing individuals and managers
- You take high-level business goals and can define metrics, reports/dashboards, and executive visibility to that track progress, influence organizational behavior, drive forward-looking strategy, and identify areas of improvement.
Here’s Who You Are:
- Minimum 10+ years of proven customer success experience, with growth marketing strategies, with increasing levels of responsibility
- Experience with B2B2B customer success and land-and-expand strategies therein
- Expert knowledge and a hands-on approach to business utility software and customer success platforms (e.g. Hubspot, Totango, etc.) with two years minimum experience in both Hubspot and Totango
- You are flexible and able to juggle and complete multiple priorities and projects (internally and externally) in a fast-paced startup environment
- Professional experience in a B2B2B SaaS environment
- Excellent organization, project management, and time management skills
- Experience in building successful senior-level business relationships and facilitating conversations at all levels, including the C-suite
- Superior verbal and written communication skills
- You learn quickly and are excited to take on challenging new projects
- Demonstrated operational excellence in analytical thinking, process development and improvement, problem-solving, communication, delegation, and planning
- Experience working with cross-functional teams
Benefits Offered:
- Medical, Dental, Vision Plans effective first day of employment
- Unlimited PTO
- Sick Leave - up to 12 days per calendar year
- Parental Leave
- Company Equity
All employees must complete all required trainings within 30 days of employment and maintain learning standards throughout their tenure at Tilled.
Tilled is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
About Tilled
Tilled was created to empower software vendors, marketplaces, and SAAS companies to start generating revenue from accepting credit cards.
With our suite of powerful financial tools and industry leading revenue sharing programs, Tilled will power the financial backend of the next generation of marketplaces, SAAS companies, and integrated software vendors allowing them to focus on their core product, not payments.
We enable these companies to enjoy all the benefits of a fully registered payment facilitator program without the upfront cost, hassle, or liability. Welcome to Payfac-as-a-service. Plug in our easy to implement APIs and start making revenue from credit card processing today.
For far too long options like Stripe and Braintree have had a monopoly on the market, and have charged far too much for their services. For B2B software companies looking for a better option that provides all of the benefits with none of the hassle, it's time to Get Tilled and experience Payfac-as-a-Service.
With our suite of powerful financial tools and industry leading revenue sharing programs, Tilled will power the financial backend of the next generation of marketplaces, SAAS companies, and integrated software vendors allowing them to focus on their core product, not payments.
We enable these companies to enjoy all the benefits of a fully registered payment facilitator program without the upfront cost, hassle, or liability. Welcome to Payfac-as-a-service. Plug in our easy to implement APIs and start making revenue from credit card processing today.
For far too long options like Stripe and Braintree have had a monopoly on the market, and have charged far too much for their services. For B2B software companies looking for a better option that provides all of the benefits with none of the hassle, it's time to Get Tilled and experience Payfac-as-a-Service.
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