Head of Customer Success - Americas

About Us

Constructor is the only search and product discovery platform tailor-made for enterprise ecommerce where conversions matter. Constructor's AI-first solutions make it easier for shoppers to discover products they want to buy and for ecommerce teams to deliver highly personalized experiences that drive impressive results. Optimizing specifically for ecommerce metrics like revenue, conversion rate and profit, Constructor generates consistent $10M+ lifts for some of the biggest brands in ecommerce, such as Sephora, Petco, Under Armour, home24, Maxeda Brands, Birkenstock and The Very Group. Constructor is a San Francisco based company that was founded in 2015, visit constructor.com. 

We’re nearly doubling our ARR year over year and are one of the few companies performing better today than in 2021. As evidence of that, we recently finished a fundraise that nearly tripled our 2021 valuation! We're a passionate team that loves challenges and wants to make people’s lives better. We value openness, curiosity, and continual improvement. We believe that empowering everyone in a company to do what they think is best can lead to great things.

About the Position

Reporting to the VP of Customer Success, this newly-created leadership role of Director, Customer Success - Americas will help to shape and lead Constructor’s growing customer experience function within the Americas region.  They will be responsible for our regional goals related to retention and extreme customer satisfaction. To achieve the goals, we need someone who can:

• Lead, develop and scale a team of high-performing Customer Success Managers

• Establish and implement proactive processes and systems that successfully retain and delight our existing customers

• Create effective partnerships and lead close coordination across the post sale customer lifecycle inclusive of Customer Success, Customer Marketing, Account Management and the rest of the Constructor go-to-market and leadership teams

• Create and deploy Customer Experience strategy for each customer and assign coverage of key players (from day-to-day management up to executive stakeholders) to our Americas based customers

• Be able to personally create and maintain executive-level value with executives at our customers based on Constructor’s value prop, and be able to teach this approach to the rest of the Americas based Customer Success team

• Lead cross-functional calls to discuss all aspects of our customers with a focus on retention, partnership strategy and helping to craft and dictate both the internal and external narratives of what is needed to make a customer successful

• Strong experience in team Team Building.

  • Experienced in creation and elevation of a  functional teams

  • Coaching leaders of these functions and ultimate growth of those business units while maintaining organizational ARR

  • Oversees hiring process and able to effectively make a final decision on candidates to be hired that will uphold our culture and be successful in the role

  • Proven track record of building leadership team that effectively builds hires into successful consultants

• Acquire and maintain a working knowledge of the complete capabilities of Constructor’s products and capabilities

• Desire to get your hands dirty and work with customers directly

• Proven ability to drive Strategic Projects including:

  • Being a key driver of ideation and scoping of key strategic projects

  •  Executing or overseeing the execution of said projects with a focus on cross-functional collaboration

Requirements

• Excellent communication and interpersonal skills

• A minimum of five years professional experience dealing directly with customers and large organizations in a role within customer success

• A minimum of three years in a leadership role within Customer Success

• Have or be able to quickly gather a strong understanding of APIs.  Specifically, understanding their structure, functionality, integration points, and potential challenges to drive seamless data exchange and enhance application performance.

• Experience managing and mentoring others, both formal and informal direct reports

• Ability to convince and motivate those around you to do what you know is right

• Ability and desire to learn quickly, think outside the box, and come up with solutions to problem

Benefits

• Fully remote team - choose where you live

• Work from home stipend! We want you to have the resources you need to set up your home office

• Apple laptops provided for new employees

• Training and development budget for every employee, refreshed each year

• Parental leave for qualified employees

• Work with smart people who will help you grow and make a meaningful impact

Diversity, Equity, and Inclusion at Constructor

At Constructor.io we are committed to cultivating a work environment that is diverse, equitable, and inclusive. As an equal opportunity employer, we welcome individuals of all backgrounds and provide equal opportunities to all applicants regardless of their education, diversity of opinion, race, color, religion, gender, gender expression, sexual orientation, national origin, genetics, disability, age, veteran status or affiliation in any other protected group. Studies have shown that women and people of color may be less likely to apply for jobs unless they meet every one of the qualifications listed. Our primary interest is in finding the best candidate for the job. We encourage you to apply even if you don’t meet all of our listed qualifications.