Director of Success

Full Time, onsite
Posh
New York, United States of America

Salary undisclosed

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About POSH

We are all social creatures, but the dominant “social” companies today have evolved into digital loneliness machines, driving isolation, anxiety, and mental health challenges across our lives.

Human connection is lost. POSH is a beacon guiding us back.

POSH enables anyone to become an event organizer, building a community around their followers and bringing people together in person to cultivate real-world human connections.

Founded by event enthusiasts and college dropouts, we’ve built the ultimate tools for creating, marketing, and monetizing in-person communities globally.

In just three years, POSH has grown to a team of 30, expanded to 2M+ users, secured $31M in venture funding, and facilitated over +$100M in transactions.

About The Role

As the Director of Success at POSH, you will be the driving force behind the success of our organizer community. You will lead a high-performing team dedicated to ensuring that our organizers realize the full potential of the POSH platform. Your role is crucial in shaping the Success department's strategy, culture, and operations, enabling POSH to scale efficiently and deliver exceptional value to our organizers.

This position is ideal for a strategic leader with a deep understanding of customer success who can combine data-driven decision-making with a passion for empowering teams to achieve outstanding results.

We've achieved more than teams 10x our size in a tenth of the time — and there's so much more to come.

What You'll Learn & Achieve

Strategic Leadership: You will lead the development and execution of the Customer Success strategy, aligning it with POSH’s overall business goals. You will learn to anticipate industry trends and challenges, positioning POSH to stay ahead in delivering value to organizers.
Team Building and Development: Build and mentor a world-class Customer Success team, driving a culture of excellence, continuous learning, and innovation. You’ll develop talent and ensure the team is equipped to meet the evolving needs of our organizers.
Scalable Processes: Design and implement scalable customer success processes that support the growth of POSH’s global organizer base. You'll ensure our approach is data-driven, leveraging automation and advanced analytics to optimize efficiency.
Data-Driven Insights: Master the use of advanced analytics to monitor and enhance the performance of the Customer Success team. You'll work closely with the data science team to develop metrics that accurately reflect organizer success and drive continuous improvement.
Cross-Functional Collaboration: Collaborate closely with Sales, Product, and Marketing teams to ensure a seamless organizer experience from onboarding to ongoing engagement. You'll be key in aligning these functions to support Customer Success initiatives.
Customer Advocacy: Serve as the voice of the customer within POSH, ensuring that organizer feedback is effectively communicated and translated into actionable insights. You will advocate for features and improvements that enhance organizer satisfaction and loyalty.
Operational Excellence: Drive operational excellence by establishing and refining SOPs, ensuring the Customer Success team operates at peak efficiency. Your work will directly contribute to the POSH platform's scalability and profitability.
Revenue Growth: Partner with Sales and Product teams to identify upsell, cross-sell, and renewal opportunities. You’ll achieve revenue growth by ensuring that organizers continuously see value in the POSH platform and expand their usage over time.

Skills and Experience You’ll Need

Proven Leadership Experience: You have 8+ years of experience in Customer Success, Account Management, or a similar leadership role, preferably at SMB SaaS, Creator, or Consumer Marketplaces. You have a demonstrated ability to build and lead high-performing teams.
Strategic Vision: You possess a strategic mindset that can anticipate industry trends and align Customer Success initiatives with broader business objectives. Your experience includes developing and executing strategies that drive customer retention and revenue growth.
Technical Expertise: You deeply understand customer success platforms and tools and are proficient in using advanced analytics tools like Tableau and Mixpanel. Experience with automation tools such as Vitally, Zapier, and Airtable is essential.
Data-Driven Decision Making: You have a strong background in using data to inform strategy and measure success. You are comfortable with KPIs such as Net Promoter Score (NPS), Net Retained Revenue (NRR), Customer Lifetime Value (CLTV), and churn rates.
Cross-Functional Collaboration: You excel at working cross-functionally. You have experience collaborating with Product, Sales, and Marketing teams to deliver a cohesive customer experience. Your communication skills ensure that customer needs are prioritized across the organization.
Process Optimization: You have a track record of developing and optimizing processes that enhance the efficiency and effectiveness of Customer Success teams. You understand how to scale operations in a high-growth environment.
Customer-Centric Mindset: You are passionate about delivering value to customers and have a deep understanding of how to foster strong, long-lasting relationships. You can translate complex data insights into actionable strategies that benefit the customer and the company.
Financial Acumen: You understand the financial levers of a SaaS business and can drive initiatives that improve customer retention and expand revenue. Experience with P&L management or similar financial oversight is a plus.