Topology is not just a brand and a manufacturer, it’s a service--like a personal tailor. As such, our customer experience interactions are far deeper and richer than with most consumer-facing companies. You and your team will not only be the face and personality of the company to the customer, you will not only help the customers to find the perfect product for them, but you’ll be creatively solving their problems. You’ll be the personality and voice of the company to our customers.
As the head of the Customer Success team, the Director of Customer Success is responsible for communication with customers and for relaying insights to the rest of the team. You are a player and a coach. Salesperson, people manager, style consultant, vision expert (we’ll help you with the last piece!), you’re excited about a role where you’ll spend a lot of time talking directly to customers, worrying about what they’re worried about, learning their names and their stories, and blowing their minds by delivering the look and feel they’ve always wanted but never found. Within 2 months, you’ll be hiring and managing the people who can do your job, and you’re just as excited about the processes and challenges of that transition as you are about the direct connection with customers.
You’ve worked in a high-touch customer success or customer experience role before; perhaps you’ve led Customer Experience or Customer Success teams previously, perhaps you’re stepping up from being an Individual Contributor on a high performing team. You’re highly organized, you’re highly motivated, you’re energized by keeping a lot of balls in the air at once. You’re patient, persistent, empathetic. There’s a lot that’s new and different about what we do; you like learning and you like teaching.
But, I’m not all of these things…
Ultimately, you’ll be successful at this job if you can spend every working hour showing customers you hear their concerns and you are more worried about getting them to look their best, see their best, and feel their best than even they are. And then, you can be organized and structured enough to take that lightning in a jar, replicate it across a team, and hold each person accountable for demonstrating that level of care.