Full-Time Director, Customer Success

Ottimate (formerly Plate IQ) helps fast-growing businesses automate accounts payables on their terms. We simplify everything from invoice management to payments for both recurring and one-off expenses with a cloud-first approach that enables remote work. Ottimate’s AP Automation and VendorPay Network helps businesses pay and get paid faster.

At Ottimate, passion generates excitement for what we do and how we do it. With passion at the heart of everything we do, we nurture ideas, inspire excellence, and find creative ways to eliminate obstacles for cultivating growth. The positive attitude with which we assist one another develops open, honest, and genuine connections. Above all, we celebrate and embrace our differences. We invest in each other because we win or lose as a team.

The Role

As the Director of Customer Success, you will be responsible for leading the strategic direction of post-acquisition customer success, developing and scaling programs that drive customer satisfaction, retention, and growth, and optimizing the customer journey to maximize lifetime value (LTV). Reporting to the VP, Customer Success, you will work closely with leadership across sales, product, and marketing to ensure our customers are fully realizing the value of our solution, while driving strategic initiatives that result in sustainable growth and a world-class customer experience.

What You'll Do

1. Strategic Leadership and Vision Set the strategy for the post-acquisition customer success function, ensuring alignment with overall business objectives. Drive the creation and execution of strategies that maximize customer retention, upsell, and expansion, with a strong focus on ensuring customers realize the full value of our product.
2. Program Development and Execution Lead the design and roll-out of innovative customer success programs and initiatives, such as product adoption, health scoring, and customer advocacy, tailored to the unique needs of our customers. Collaborate with product and marketing teams to ensure customers are effectively educated on new features, updates, and use cases, driving higher levels of adoption and reducing churn. Establish a system for proactive customer engagement, ensuring that all clients are receiving the appropriate level of support and attention based on their value and health status.
3. Customer Retention and Growth Drive customer retention efforts through effective account management, renewal processes, and proactive risk mitigation strategies. Collaborate with the sales team to identify upsell and cross-sell opportunities within existing accounts, helping to expand the footprint of our solution and deepen customer relationships. Own and optimize key retention metrics, including Churn, Net Revenue Retention (NRR), and Customer Lifetime Value (LTV), ensuring consistent growth and customer satisfaction.
4. Leadership and Team Development Lead, mentor, and develop a team of Customer Success Managers (CSMs) and Team Leaders, providing coaching and professional development to enhance team performance and engagement. Establish clear performance goals for the team and ensure they are aligned with broader company objectives. Build and nurture a high-performing customer success culture, fostering collaboration, empathy, and customer-centric thinking.
5. Data-Driven Decision Making Utilize customer data, feedback, and insights to continuously improve and refine the customer success strategy, programs, and processes. Develop a robust reporting framework to measure key success metrics, identify trends, and communicate performance to the executive team. Use data to identify at-risk customers and proactively engage with them to prevent churn and ensure satisfaction.
6. Cross-Functional Collaboration Provide customer feedback and insights to the product team to help inform the product roadmap and improve product offerings. Collaborate with Marketing to create customer advocacy programs, case studies, and reference materials that highlight customer successes and drive brand loyalty.

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