Mindtickle

Director, Customer Success

Solution Architect (EMEA Shift)

Managed Service Associate

SDE III - COE-ML

Software Development Engineer 2

Services Project Manager

Group Product Manager

Product Designer- II

SRE-II

The Director of Customer Success Enablement will lead and transform customer success initiatives, focusing on value realization, customer retention, and satisfaction. Responsibilities include leading customer-centric strategies, co-owning GRR and NRR metrics, developing ROI frameworks, refining the QBR process, and fostering thought leadership. This role involves building executive relationships, driving operational excellence, and collaborating across departments to ensure a seamless customer experience. The director will also analyze churn drivers, manage customer health scores, and proactively intervene in at-risk accounts. The role requires excellent communication and executive presence to champion customer-centric initiatives company-wide.

Lead Product Designer- Analytics

Who we are Mindtickle is the market-leading revenue productivity platform that combines on-the-job learning and deal execution to get more revenue per rep. Mindtickle is recognized as a market leader by top industry analysts and is ranked by G2 as the #1 sales onboarding and training product. We’re honoured to be recognized as a Leader in the first-ever Forrester Wave™: Revenue Enablement Platforms, Q3 2024! Job Snapshot Mindtickle is seeking an experienced Director of Customer Success Enablement to lead and transform our customer success initiatives. In this high-impact role, you will develop and execute strategies that empower our Customer Success team and ensure customers achieve their desired outcomes. You’ll work cross-functionally to drive value realization, customer retention, and satisfaction across our customer base. This role is ideal for a customer-centric leader with 12+ years of experience in SaaS, Consulting and/or IT Services.
 Responsibilities<ul><li>Customer-Centric Leadership and Execution: Set the vision and lead the execution of customer success enablement strategies focused on value realization and retention. Provide thought leadership and foster a culture of accountability to customer outcomes, ensuring that every initiative is aligned with delivering customer value and success.</li><li>Co-own GRR and NRR: Co-own Mindtickle’s GRR and NRR metrics anchored on churn reduction and value realization strategies. Implement systems to systematically track and measure customer health scores, value milestones, mutual success plan, product usage, satisfaction and advocacy. Implement data-backed mechanisms to identify at-risk accounts and deploy proactive interventions (playbooks for risk mitigation, executive outreach, value reinforcement) to improve retention. Continuously analyze churn drivers and refine strategies to maximize <a class="postings-link" href="http://GRR.Value">GRR.</a></li><li>Value Engineering &amp; Customer Milestones: Develop ROI frameworks and success metrics to quantify Mindtickle’s impact. Track key customer milestones, ensuring adoption and value realization. Equip teams to use these insights in QBRs and renewals, proactively addressing risks and reinforcing long-term partnerships.</li><li>Quarterly Business Reviews (QBRs): Own and refine the QBR process for key accounts. Guide the team in conducting effective QBR meetings that drive strategic alignment with customer goals, communicate customer health metrics, and highlight key value milestones achieved. Ensure QBRs are insightful, action-oriented, and reinforce the value Mindtickle delivers.</li><li>Thought Leadership: Champion Mindtickle’s presence in the Customer Success community. Develop thought leadership content and best practices, and share insights via webinars, industry events, and publications. Position Mindtickle as an industry leader in customer success by highlighting our innovative approaches and success stories.</li><li>Executive Relationship Building: Cultivate and maintain strong relationships with customer executive sponsors and decision-makers. Serve as a trusted advisor to customer executives, ensuring ongoing strategic alignment, understanding their business objectives, and reinforcing a long-term partnership built on value and trust.</li><li>Efficient Customer Success Processes: Drive operational excellence in the Customer Success organization. Build scalable, repeatable processes, templates and playbooks for the team, emphasizing efficiency and rigor. Continuously refine workflows (e.g. onboarding, training, escalation management) for consistency and quality as our customer base grows.</li><li>Cross-Functional Stakeholder Engagement: Collaborate closely with Sales, Product, Marketing, and Support teams to deliver a seamless, value-driven customer experience. Act as the “voice of the customer” internally – providing feedback and insights to other departments – and ensure cross-functional alignment on customer needs and account plans. Promote a culture of collaboration in which all teams work together to drive customer success.</li></ul> Qualifications<ul><li>Experience: 12+ years in customer value focused roles like customer success, professional services, management consulting, sales enablement, and product management. Driven transformation through strong hiring and execution excellence.</li><li>Customer Retention Expertise: Proven ability to reduce churn and drive high customer retention in a B2B SaaS environment. Deep understanding of subscription business models and key metrics (e.g. GRR, NRR, churn rate) with a history of improving them.</li><li>Program &amp; Project Management: Exceptional program management skills, capable of driving complex cross-functional initiatives from concept to completion. Able to prioritize effectively, manage multiple projects, and ensure accountability across teams.</li><li>Analytical &amp; Data-Driven: Analytical mindset with keen attention to detail. Proficient in using data to make decisions – from customer health scoring and segmentation to analyzing retention trends and program performance. Comfortable with Customer Success software and CRM tools to monitor metrics and workflows.</li><li>Communication &amp; Executive Presence: Excellent communication, presentation, and interpersonal skills. Able to engage credibly with C-level executives both externally (customers) and internally. Strong storyteller who can convey value propositions, insights, and strategies in a clear and compelling manner.</li><li>Collaborative Team Player: Demonstrated ability to work collaboratively across departments (Sales, Product, Marketing, etc.). Skilled at building consensus and influencing without direct authority, in order to champion customer-centric initiatives company-wide.</li></ul> 
<div>$240,000 - $280,000 a year</div>
 Our culture &amp; accolades As an organization, it’s our priority to create a highly engaging and rewarding workplace. We offer tons of awesome perks and many opportunities for growth. Our culture reflects our employee's globally diverse backgrounds along with our commitment to our customers, and each other, and a passion for excellence. We live up to our values, DAB, Delight your customers, Act as a Founder, and Better Together. Mindtickle is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by law. Your Right to Work - In compliance with applicable laws, all persons hired will be required to verify identity and eligibility to work in the respective work locations and to complete the required employment eligibility verification document form upon hire.

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As an Account Executive, you will oversee and assist in managing local and regional activation programs across the United States for a client in the spirits category. Responsibilities include ensuring superior client service, driving program activation, collaborating with client and internal teams, and managing event marketing activities such as events and mobile tours. You will be responsible for flawless program delivery, achieving client results, developing marketing strategies, and managing field staff. The role requires strong communication, analytical thinking, organizational skills, and a proactive approach. You will also support activation programming with client agency partners, coordinate calls, develop strategic plans, create marketing materials, and analyze industry trends. You will need to be able to work nonstandard work hours and travel as required.

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Who We Are:160over90 is an award-winning global marketing agency which forges stronger human connections and creates shared moments where people feel something real. With 800 thinkers, doers, and makers across every cultural corner of the world, the agency offers a full-service, channel-agnostic approach and a deep connection to the people, places, and properties that drive the conversation of tomorrow. 160over90 works with leading brands including AB InBev, Amazon, Coca-Cola, DP World, Macy’s, Marriott International, McDonald’s, Verizon and Visa. 160over90 is part of WME Group, a global representation business comprising the world’s leading talent, intellectual property and brands.The Role and What You’ll Do:The Account Executive helps to oversee and assist in managing local and regional activation programs across the US, for a client focused in the spirits category. This role will ensure our clients receive superior service while motivating team members to achieve sustainable results. Our ideal candidate understands how to drive program activation across the holistic consumer journey but focusing in the event marketing landscape (e.g. events, mobile tours, grassroots, field marketing, large productions, etc.), ultimately to drive conversion. &nbsp;Our Account Executives are responsible for working effectively with both client and internal account teams to flawlessly deliver programs that achieve client results against established strategic &amp; creative objectives, production, logistics, timelines and financial goals. The ideal candidate will also be part of the planning, execution and management of marketing strategies, event program execution, field staff and drive results for key clients.&nbsp;Important characteristics for success in this role are solid verbal and written communication skills, analytical thinking, strategic thinking, organizational skills, interpersonal skills and a proactive approach.&nbsp;<ul><li>Day-to-day support of client's fashion sponsorship activation and marketing</li><li>Support activation programming with client agency partners (advertising, Media, PR, etc.)</li><li>Coordinate and manage necessary weekly and bi-weekly calls</li><li>Collaborate with external properties and internal WME Group divisions</li><li>Assist in the development of strategic plans</li><li>Support the creation and implementation of marketing materials. This will include, but not be limited to, development of creative elements, client marketing presentations, securing approvals from rights-holders, distribution of materials to the client</li><li>Provide and analyze industry trends, research, competitive analysis, and POVs</li><li>Ongoing exploration of fashion partnerships strategy based on client needs </li><li>Attend client events, as necessary</li></ul>You Have These:<ul><li>Excellent interpersonal skills with experience in client management is a necessity</li><li>Showcasing project management skills and working across teams</li><li>Experience in communication with remote staff, clients and vendors (i.e., status reports, call recap reports, timelines, project status updates, etc.</li><li>Potential travel approximately 25% of the time domestically</li><li>Have experience working with planning tools, i.e., budget tracking, project timeline, logistics and deliverables schedules, event specs, meeting agendas and notes</li><li>Partnering with the team to deliver projects in a timely and as expected fashion</li><li>Excellent communications skills, verbal and written as well as solution oriented</li><li>Develop working relationships with multiple national clients and partners</li><li>Willing and able to work nonstandard work hours, weekends and travel as required</li><li>Showcase a strong work ethic and a positive, can-do attitude</li><li>Microsoft Office Suite proficient (Word, Excel, PowerPoint, Outlook)</li></ul>We’d Love If You Also Have These:&nbsp;<ul><li>Bachelor’s Degree in Communication, Marketing, Advertising or similar</li><li>2-3 years experience in client services or at an agency, preferably with experiential marketing or event management experience</li><li>Enthusiasm for the promotions/experiential/advertising/retail marketing fields</li><li>Experience in the telecommunications, hospitality, alcoholic beverage industries a plus</li><li>Excellent oral and written communication skills</li><li>Team player who is positive and upbeat with high potential for coaching and mentoring</li></ul>How we work:&nbsp;WME Group is at the center of sports, media, entertainment, and fashion and is a largely relationship-based business. To foster an environment of collaboration, develop our future talent, and build on relationships across leadership, peers, and teams, we work from the office 4 days per week. We see immeasurable value internally and throughout the core of the businesses we support.Don’t meet every single requirement? We are dedicated to building a diverse, inclusive, authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

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