Director of Customer Success - Truleo

About Truleo

TRULEO's patented TRU Data engine powers law enforcement workflows using body-worn camera analytics. Everyday officers risk everything to deliver excellent service and public safety. TRULEO highlights their best moments and gives officers credit for good work. TRULEO is dedicated to building and delivering unbiased and ethical products that advance the mission of professional law enforcement. TRULEO does not sell body cameras and is manufacturer agnostic, providing an independent, conflict-free choice for government purchasing seeking police performance and audit software. The TRULEO Tru Data engine saves time and accurately recognizes professionalism and excellence through privacy-protected analysis of body-worn camera data. We are passionate partners in public safety and automatically surface de-escalation attempts, high composure, and high professionalism in everyday police interactions. To learn more about TRULEO's mission to recognize police professionalism, visit www.truleo.co

Why

We are a force for good. We have partnered with police departments around the country and are helping them to improve trust with their community. Truleo is a well funded, early-stage startup, with world class technology and culture. We are looking for the best of the best to join our rapidly growing team. We are offering top salary, benefits, equity, the opportunity to work with a first class team on an impactful problem and a chance to make a vertical leap in your career.

Who

Truleo is looking for an experienced Director of Customer Success to oversee customer success teams and guide customer success managers (CSMs) to increase a company's customer base, retention and engagement.

The person in this position is responsible for building strategies to retain and grow the customer base and contribute to company profits. You have the ability to manage and guide multiple direct reports, track developing growth strategies, tracking progress, and delegate tasks. You are a technology-savvy individual and can clearly articulate and demonstrate how Truleo can improve customer workflows.

You will be managing customer success managers (CSMs) and also work closely with multiple cross-functional teams by providing invaluable insight into customers' needs and challenges, helping influence and guide internal product roadmaps and projects.

While this is a remote role, we strongly prefer candidates within the following region -  Phoenix, AZ.

What You'll Do

• Manage the customer success team representatives.
• Interview and hire customer success representatives.
• Develop strategies for customer growth and retention.
• Review customer feedback and prioritize feature requests.
• Drive the resolution of any escalation and continually update the customer of any escalation status
• Retain long-term relationships by providing value throughout the customer partnership
• Be able to identify any red flags or risk and communicate those to the team to create an action plan
• Develop and implement policies that address customer concerns.
• Analyze data and metrics around customer engagement and growth.
• Share team wins and updates with company leadership.

Who You Are

• 8+ years of Customer Success and Support experience
• Proven track record of successfully building and nurturing customer relationships
• Experience determining customer goals and creating action plans on how to achieve those goals
• Self-motivated, self-starter, and focused on exceeding customer expectations
• Demonstrated ability to adapt to change and excel in a fast -paced environment
• Ability to occasionally travel on-site with customers and attend conferences
• Demonstrated experience leading a customer success or sales team.
• Ability to manage and guide multiple direct reports.
• Track record of developing growth strategies and tracking progress.
• Ability to delegate tasks and track progress of team initiatives.

Truleo encourages applications from people of all races, religions, national origins, genders, sexual orientations, gender identities, gender expressions, and ages, as well as veterans and individuals with disabilities.