Director of Customer Success

Director Of Customer Success

Qwilr is seeking a commercially minded Customer Success leader to help us create an exceptional experience for our customers, while also driving meaningful revenue outcomes for our business.

As Director of Customer Success you'll own our global Success & Support strategy, lead and scale a high performing team and play a critical role in how our customers experience Qwilr.

Our ideal candidate will also be excited to meaningfully improve both our GRR and our NRR.

Qwilr's customers are primarily larger SMB and early Mid-Market (with some larger Enterprise accounts).

This role will be part of the GTM leadership team of the company and will report directly to our CEO.

If you're excited to design strategy, build teams, stay close to customers, and make a meaningful impact to Qwilr's revenue, then we are eager to chat with you!

Note : This is a fully remote role for folks based on the West Coast of the United States of America. If you are not located in the PST timezone, your application will be automatically rejected.

Your Impact

Qwilr has a long history of excellent customer support for our customers that we are very proud of. We are looking for someone to continue that tradition - while also making a meaningful commercial impact on our business.

• You will help us improve our retention - especially for our larger accounts. We care about GRR & NRR improving over time.
• You will help us build a much more robust expansion & cross selling motion.
• You are excited to build and own the strategy for this team - but you are also still excited to do the actual work and love interacting with customers. We do not want someone who is totally off the tools and expects to never speak to customers.
• You are excited to help us improve our use of AI in Support and Success
• You will work with our Revenue Team to contribute to company revenue goals

This will include working closely with the RevOps team and the Head of Sales

About You

Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other folks in minority groups tend to only apply when they check every box. So if you think you have what it takes, but don't necessarily meet every single point above, please still get in touch. We'd love to have a chat and see if you could be a great fit.

We're expecting a lot of interest in this role, so to help us spot the folks who are genuinely excited about Qwilr, we're asking all applicants to include a short Loom video (2-4 mins) with their application. The instructions for the contents of the video will be in the application form. Applications without a video won't be considered. This helps us keep the process intentional, worthwhile and human.