Reports to: Abby Parker, COO
Location: Indianapolis, IN
About the Job
Elate is the leading Strategic Planning software built by Strategy and Operations Leaders, for Strategy and Operations Leaders, to help companies communicate their vision, create alignment, and track performance all in one place. In serving industry-leading companies across the globe, Elate is revolutionizing the way high-growth companies leverage data and insights to drive decision-making.
After seeing exceptional growth, as well as closing our Series A Round of funding led by WestWave Capital, Pritzker Group, Elevate Ventures, M25, Serra Ventures, Capital Midwest and Hyde Park Angels, Elate is taking this success to the next level heading into 2025 and beyond.
We are now seeking the right individual to help take advantage of this exciting opportunity that lies ahead. This individual will enjoy fast-paced, high-growth working environments.
To thrive at Elate, this person needs to maintain high standards for themself and those around them as they embrace challenges together. There are endless ways to make an impact on our business and customers, so having a bias towards action and being results-oriented is vital for ongoing success.
As Director of the Elate Customer Success Team you will manage a team of CSMs alongside handling your own smaller book of key customer accounts. You will be responsible for your team’s development and its total book of business.
What to Expect
- Be a coach, including hiring, developing, and managing a team of CSMs. Your team and their success are your top priority
- Be responsible for your team achieving their KPIs against customer renewals, customer expansion and advocacy
- Guide and support your team in managing their clients throughout their lifecycle
- Work with your team to understand each customer's evolving business and technical goals for using Elate and continuously demonstrate value
- Monitor your team’s book of business to identify risks and opportunities, taking action or escalating as appropriate
- Own a book of strategic customers, ensuring their adoption, renewal, and expansion
- Identify opportunities to leverage our existing tech stack to improve team member and customer experiences, integrating new technology as needed
Experience
- 5+ years experience in a Customer Success or Customer-facing role, with a record of working with larger, strategic accounts as a plus
- Played a critical role in building out, as well as leading Customer Experience Department at Series A and/or B organization
- Proven track record of establishing and cultivating relationships with key stakeholders in your customer organizations with an outcome-focused mindset with key accounts
- Demonstrated ability to define and achieve a set of analytical metrics to guide the direction of the team; deliver against quarterly and long-term targets
- Ability to create strong positive relationships with clients and colleagues
- Exemplary written and verbal communication skills coupled with the ability to present to executive and c-suite leaders
- Seek opportunity and growth in learning more and continuously improving processes, yourself and your team
- Entrepreneurial mindset to thrive in situations without all the answers
- Ability to think strategically, and hunger to share best practices across our team and customer base.
- Experience or aptitude for learning strategic planning; exposure with strategic planning frameworks, OKRs, or goal setting is a plus, but not required
Elate Benefits
- Generous Equity Compensation - you’ll be an owner of the business from an early stage
- Hybrid Position (Tues/Wed/Thurs in Indianapolis office, Mo/Fri remote)
- Time to Recharge (One-week summer break, one-week winter break, and unlimited PTO)
- Health Care Plan (Medical, Dental, Vision)
- Elate Issued MacBook
If this describes you, and you are eager to embrace change and aggressive growth, then we are looking forward to meeting you.
Elate is committed to continually encouraging and supporting diversity in our workforce. We welcome any and all individuals who will challenge our norms and help us think differently. If you believe you would be a good fit for this position, reach out to a member of our team to apply at careers@goelate.com. Please send us your resume in that email.
