The Senior Director of Customer Success is one of the most critical functions driving growth at this company. We are looking for a talented, driven, entrepreneurial-minded leader to create an exceptional experience for each customer – ensuring they see Cortex as an embedded business tool creating dramatic business value and stickiness.

Things change fast and frequently here, so we need someone at the top of their game who can shift gears, change directions, and keep going at pace. You must be a smart, strategic thinker with strong tactical instincts and an ability to model the client-facing engagement model to lead your team. You must possess a strong understanding of the CRE business environment, the basics of office building engineering elements, and a track record of success leading senior executive client engagements. This position reports to the Chief Revenue Officer.

Who are we:

With a ten year track record serving the largest class A office owners in New York including ESRT and Savanna, Cortex is a proven solution to turn ESG ambitions into improved NOI and reduced operating costs. Real-time insights and recommendations are served to building teams proactively to reduce waste and spend. We unlock visibility across portfolios to save owners and tenants money every day and accelerate the path to net zero.

Principal Duties and Responsibilities:

1. Build Strategic and Lasting Partnerships to Delight Customers:

• Ensure that existing customers achieve the maximum value that Cortex can unlock by fostering strong adoption, engagement and depth across multi-stakeholder software engagements.
• Balance innovation with execution as you partner with other team leads to meet customer needs and bring the voice of the customer to the management team
• Work closely with the Sales and Product arms of the organization to provide feedback on areas of greatest value and customer need, highlighting competitive insights and opportunities to expand value

2. Model and lead best in class customer experience management

• Develop your own relationships with key accounts to drive their success.
• Own the effective implementation and delivery of solutions for all customers
• Shape the onboarding, training and implementation processes to deliver strong outcomes consistent with the contracted commitments
• Design and execute strategic segmentation approach to the account base
• Grow, lead and manage the Customer Success organization, including technical account managers and customer success managers.
• Translate new ideas and insights into repeatable processes; create team playbooks, identify and implement tools, and ensure effective and consistent processes across the team.
• Build for scale and value in the delivery teams to get efficient with how we unlock benefits for our customers and evolve with them as they mature.
• Measure, and manage the growth of, customer satisfaction and NPS metrics.

3. Assure retained value and expansion rights: Maintain the 90+% customer renewal rate. Identify opportunities to deepen the value solutions can provide for customers.

• Upsell additional values at existing sites.
• Identify white space within accounts for sales to continue expanding.

Skills and Qualifications:

• You are comfortable leading senior executive conversations and engaging with basic technical fluency in the CRE and building engineering environment.
• You have a track record of success in a rapidly-scaling venture or private-equity- backed organization and are experienced building and leading customer success teams in a high-growth setting.
• You are able to travel ~50% of the time to meet with current and prospective customers.
• You have strong project management and analytical skills, are comfortable with data and are an excellent communicator, both verbal and written.You can relate to a broad spectrum of people–from front-line to senior management.
• You thrive in situations that require a high tolerance for ambiguity. You make recommendations leveraging the data at hand and make good decisions with an eye to testing and refining those decisions as you learn more.
• You have a strong bias-to-action, are ultra proactive, self-motivated, and passionate about your work with the brass-tacks pragmatism to know how to tackle projects to maximize impact.You’re honest and trustworthy; a respected member of the organization who leads by example, and who people enjoy working with.
• You inspire your team to do their best work every day.
• BA required, MBA preferred.
• Experience with Salesforce required.

Benefits:

• Competitive compensation and equity
• Access to 6 medical plans (Cortex covers 100% of the premiums for base plan)
• Access to 3 dental plans (Cortex covers 100% of the premiums for base plan)
• Access to 2 visions plans
• Online mental health support through Talkspace
• Access to Health Spending Account and Flexible Spending Account
• Access to 401k plan
• 10 paid holidays
• Unlimited paid time off

Cortex provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.