VS
Venn StrategiesDirector, Customer Success
Director of Customer Success at Venn leading strategy in customer success function. Building processes and driving measurable impact across retention, expansion, and customer advocacy.
About the role
- Create and manage events including familiarization tours, media visits, and site visits for all departments in Simpleview.
- Ensure accurate tracking, categorization, and reporting of member and partner activities.
- Strengthen the organization’s ability to measure engagement and outcomes through reliable CRM data.
- Develop clear, easy-to-follow training materials and reference guides.
- Lead onboarding and refresher sessions to build user confidence and consistency.
- Identify knowledge gaps and provide targeted coaching to improve user adoption.
- Review how teams use the CRM and recommend adjustments to streamline workflows.
- Identify opportunities to reduce manual tasks and enhance data accuracy.
- Support staff in developing reports and dashboards that translate CRM data into actionable insights.
- Serve as the main contact for CRM-related questions and requests; log tickets with Simpleview related to these needs.
- Provide practical, solutions-oriented support to staff to ensure data is entered and maintained consistently.
Requirements
- Bachelor’s degree or equivalent professional experience.
- 2-4 years of experience in CRM systems; Simpleview experience strongly preferred.
- Demonstrated ability to troubleshoot and resolve technical issues.
- Strong project management skills with the ability to manage multiple priorities.
- Excellent interpersonal and communication skills, with the ability to train and support staff at all levels.
- Detail-oriented with a strong focus on process improvement and operational efficiency.
- Experience with membership-based organizations or tourism/hospitality industry preferred.
- Familiarity with API integrations and data mapping preferred.
- Proficiency in reporting tools preferred.
Benefits
- Hybrid Schedule: 3 days in-office (Tues/Wed required + 1 flex day); Fridays remote.
- Generous Time Off: PTO days and sick time.
- Holidays: up to 12 paid company holidays, plus extended Winter Break.
- Floating Holiday: 1 per year, front-loaded.
- Healthcare: Premium medical, dental, and vision plans, plus HRA.
- Retirement & Development: Retirement savings plan and professional development opportunities.
- Perks: Cell phone credit to subsidize your plan, monthly commuter allowance.
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