Director of Customer Success at Casa | Torre

Director of Customer Success

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Full-time

Legal agreement: To be defined

Base compensation
USD149k - 182k/year

+ Health insurance

location_on
Remote (for US residents)
Remote (for Canada residents)
Posted over 2 years ago

Responsibilities


- Casa is a leading bitcoin and ethereum security company - 100% remote team - Offers unparalleled control over digital wealth - Values personal time and offers flexible time off - Provides health benefits and investment avenues - Equal Employment Opportunity (EEO) employer Casa is seeking a Director of Customer Success to lead the Client Advisory team. This role involves developing and implementing a scalable service function, building processes to support the sales and service team, mentoring and leading the Advisor Team, owning the sales, retention, and ongoing support of clients, advocating on behalf of clients, and collaborating with all teams to exceed customer expectations. The successful candidate will have deep knowledge of cryptocurrency, 10+ years of customer service, sales, or revenue experience, 3+ years of experience leading customer-facing teams, and a track record of building and implementing end-to-end processes with measurable results. The interview process includes a recruiter screen, hiring manager interview, team interviews, head of people ops interview, case study + presentation, and references. Responsibilities: - Develop, refine, and implement a scalable service function with dedicated, proactive, high-touch support - Build processes to support the sales and service team to provide seamless, unmatched service and expertise for all Casa members - Mentor, support, and lead the Advisor Team to provide the highest quality service for customers - Own the sales, retention, and ongoing support of clients subscribed to Premium plans and above - Advocate on our client's behalf to highlight needs, solutions, and product roadmap priorities - Ensure all members of the Advisor team thoroughly understand the intricacies of Casa’s product and can readily communicate that knowledge to all customers - Work closely with all teams to ensure customer expectations are exceeded - Work closely with the People Team to define team hiring needs, interview and onboard to the sales & services teams - Keep your finger on the pulse of crypto at all times