Invoca

Director, Customer Success

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What Invoca is looking for in applicants

About Invoca:

Invoca is the industry innovator in AI and machine learning-powered Conversation Intelligence technology. Forrester Research identified Invoca as a Leader in The Forrester Wave™: Conversation Intelligence: Sales And Marketing, Q4 2021 report, stating that "Invoca is one of the few established Conversation Intelligence vendors that can legitimately claim AI capabilities."

With over 300 employees, more than 2,000 customers, and nearing $100M in revenue, there are tremendous opportunities to continue growing the business. We are building a world-class SaaS company, having raised over $100 million from Accel, Upfront Ventures, Salesforce Ventures, Morgan Stanley, and H.I.G. Growth Partners.

At Invoca, we live by our four core values:

  • Figure it Out: we take ownership of our work and are given the freedom to blaze our own trails.
  • Help Each Other Thrive: we foster an inclusive and humble culture that allows us to build value for both our customers and our people.
  • Continuous Improvement: we challenge the status quo every day to develop creative solutions that make our products better and our customers more successful
  • Light the Customer's Way: we don't just sell a product or turn on a service; we are partners and trusted advisors who support and invest in our customers and their success.

If these values resonate with you, we encourage you to come join us - we are building something special.

About the Role:

We have an opportunity for a Director, Customer Success to grow an excellent Customer Success team. You will report to the SVP, Customer Success. You have a passion for Customer Success and previous leadership experience. You come from a SaaS background and excel in a fast-paced environment. You will identify opportunities for continuous improvement including evolving processes, reporting, and engagement delivery to scale across the customer lifecycle (from high growth to digital tech touch), and industry playbook optimization and success plans. Working across the business, you will ensure collaboration with Sales, Services, Enablement, Product/Engineering, Marketing, and Business Operations.

You will grow usage of Invoca's Active Conversation Intelligence platform across customers through proactive engagement, education, strategic touchpoints and effective planning. You will advocate customer feedback with Product to expand product capabilities, improve retention rates and enhance the customer experience. You will partner with Sales to ensure a common revenue growth goal for your portfolio of customers to drive both gross and net retention growth. Finally, you will work collaboratively across the broader Invoca business and have the skillset to develop trusted customer relationships, influence business priorities, and be a thought leader for Invoca, the market and our customers.

Location

Our 300+ employees are spread across hubs in Santa Barbara, Chicago, Denver, Cleveland, and San Francisco, with a healthy share working from remote locations as well. Even as we recently re-opened offices earlier this year, we expect to leverage our strong remote hiring and operating practices. Thus, permanent physical location in one of our office cities is not a requirement, but we do prefer that you have "one flight" access to our main hubs.

Post-Covid, this position will require 30-40% travel.

You Will:

  • Lead, coach and mentor a team of CSMs, team leads, and managers by fostering a healthy culture of learning, growth, and fun.
  • Ensure the team is staffed, trained and deployed to fulfill the strategic plan. Apply a results oriented approach to develop and improve upon team goals and execute the plan to achieve and exceed them. Support KPIs, manage performance, and establish career path opportunities for CSMs.
  • Define and execute on a scalable strategy for driving adoption and growth across the customer base. This includes defining, inspecting and reporting on an operating cadence that enables proactive action and leads our CSM team in driving user adoption, high NPS, gross and net retention growth, and long term partnerships with our customers.
  • Become an indispensable partner to your regional Sales counterparts to design a growth strategy and provide strategic support on specific commercial situations to help close the deal
  • Partner with C-level executives at your highest-value customers to strengthen and deepen their relationship with Invoca, delegate responsibilities at varying levels within the Invoca account team to create a matrix customer engagement model, and provide escalation support when needed
  • Partner with our product team to the voice of the customer, give feedback on the product roadmap and back what you've learned from product with our customers
  • Partner with our Customer Experience, Product and UX teams to develop personalized and relevant digital customer journeys across the Invoca customer lifecycle that delight our customers and support our brand
  • Participate in and identify, design, and deliver cross-functional initiatives that support strategic improvements in scaled processes, services, and systems to enable the team to exceed goals and spend more time with customers
  • Be an expert at leading best practices in change management for team and customers while finding ways for CSMs to understand our customer's objective and become strategic trusted advisors, and determine how to define, drive, and demonstrate client value.
  • Engage with customers and Invoca executive leadership in regular strategic and planning discussions; nurture and lead a pipeline of engagements with customers including addressing at risk customers and identify upsell motion with customers
  • Develop framework, approach, solutions and recommendations through the analysis of customer data that effectively and authoritatively address the most impactful opportunities and challenges

You Have:

  • BA or BS degree
  • 10+ years experience in SaaS Customer success, including leadership through transformation with a track record of influencing senior leaders and collaborating to drive business outcomes
  • Experience with marketing and advertising technology such as Google Ads, Bid Management or programmatic media platforms - or with one of our competitors
  • Experience working with technologies such as Adobe Analytics, Google AdWords, Sitecore, Hubspot, Fullstory (or similar)
  • A passion for leading, coaching and building an inspired team through setting vision, unlocking potential, and driving compassionate accountability
  • Fresh ideas about Customer Success
  • An executive presence and you can articulate value to anyone, at any level, within our customer base
  • Well-developed operational acumen built on metrics-driven decision-making
  • Comfortability with ambiguity and are self-motivated
  • The ability to work effectively within teams and build relationships that cross different groups within the Invoca organization, and in an independent fashion
  • Knowledgeable on all relevant aspects of the Invoca products and solutions and related industry solutions and trends

Bonus Experience:

  • Experience with Salesforce, Gainsight and other Software-as-a-Service
  • Experience working with Call Center or complementary technologies such as NICE/InContact, Genesys, Five9, Call Miner, TalkDesk, 8x8, Clarabridge or similar

Salary, Benefits & Perks:

Teammates are eligible to begin receiving benefits on the first day of the month following or coinciding with one month of continuous employment. Below are some of our offerings:

  • Paid Time Off - Invoca encourages a work-life balance for our employees. We have an outstanding PTO policy, starting at 20 days off, for all full-time employees. We also offer 13 paid holidays, 5 days sick time, 3 days volunteer time and more.
  • Healthcare - Invoca offers a health care program that includes medical, dental and vision coverage. There are multiple plan options to choose from so you can make the best choice for yourself, partner and family.
  • Retirement - Invoca offers a 401(k) plan through Fidelity with a company match of up to 4%.
  • Stock options - All employees are invited to ownership in Invoca through stock options.
  • Employee Assistance Program - Invoca offers well-being support on issues ranging from personal matters to everyday life topics through the WorkLifeMatters program.
  • Paid Family Leave - Invoca offers up to six weeks 100% paid leave for baby bonding, adoption, and caring for family members
  • Paid Medical Leave - Invoca offers up to twelve weeks 100% paid leave for childbirth and medical need
  • Sabbatical - We thank our long-term team members with an additional week of PTO along with a bonus after 7 years of service.
  • Wellness Subsidy - In further support of your well-being, Invoca provides a wellness subsidy that can be applied to a gym membership, fitness classes and more.
  • Position Base Range - $122,000.00 - $175,000.00/year, plus bonus potential.

DEI Statement:

"Our company is committed to creating a culture that is not only grounded in continuous learning, teamwork, and customer success, but is fair, equitable, and welcoming for everyone." - Gregg Johnson, CEO

And to us, diversity, equity and inclusion means more than treating current employees well and making them feel welcome. It also means hiring people who bring different insights because of their unique demographics, ways of thinking, and prior experiences.

We intend to continue hiring great people and protecting our culture so everyone can be themselves and speak their minds. That way Invoca will always be a place filled with laughter, positivity, thoughtfulness and respect.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

Want some tips on how to get an interview at Invoca?

What is Invoca looking for?
If this role looks interesting to you, a great first step is to understand what excites you about the team, product or mission. Take your time thinking about this and then tell the team! Get in touch and communicate that passion.
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