Quick Base: Senior Director, Customer Success
150 Cambridge Park Drive
Cambridge, MA 02140

Employee Testimonials

Position Overview:
Quick Base is looking for a Senior Director of Customer Success to lead a team 20+ Customer Success Managers and 4 Managers of CSMs (and growing).  We are looking for a strong leader with experience growing a high performance team that brings best practices based on 10+ years of experience in software, services and customer success.
 
The ideal candidate will have experience in a senior position managing customers and technical solutions in a SaaS model, software SaaS platform experience is preferred. He or she must have experience collaborating and consulting with senior level executives, e.g. Head of IT at Enterprise companies and C-level executives. 
 
The Senior Director of Customer Success will work closely with the existing Quick Base partner network, outsourcing specific application building where appropriate.  He or she will also work in close partnership with the Sales Team, Solution Engineers and Product Management.
This is an opportunity for a candidate to join a collaborative management team and to help define the future direction of a relatively new function at Quick Base.
 
Responsibilities:
  • Lead a diverse team of early career and experienced Customer Success Managers through high growth with a customer base of 5,400+ customers across small, mid, enterprise and strategic customer segments
  • Build strong relationships at a senior level with key stakeholders in IT and the business within large enterprise companies
  • The individual will be required to interface with customer IT teams, engineering teams, project managers, operations and similar internal departments to ensure the success of the client's solution
  • Provide continual improvement recommendations/direction setting and advice within the Quick Base Sales, Product, Pricing and Marketing teams
  • Sales support for expansions and complex deals
  • Lead a team while engaging personally on escalations and opportunities with customers
  • Key input on prioritization of product roadmap
  • Effective people management to include providing performance feedback, guidance and input on their goals and objectives; provide coaching and mentoring continuously
  • Set measurable targets for support and development based on agreement with the customer and monitor progress against the targets, creating action plans to address gaps and drive continuous improvement.
  • Excellent communication skills both managing up and down within Quick Base and the customer organization.
  • A highly consultative approach partnering with customer organizations
  • Ability to travel up to 25% of the time as needed
 
Qualifications:
 
  • 7+ years of operational experience leading customer success teams or software services teams in growth and large technology and SaaS companies – cloud subscription experience strongly preferred
  • Data driven leader with a skill-set to build, motivate, mentor, and retain teams
  • Ability to analyze existing customer facing processes and redesign into customer experience enhancing processes
  • BS degree in Computer Science, IT Service Management, Engineering, or related field or equivalent work experience preferred.  Advanced degree in business and/or or six sigma not required but would be ideal. 
  • Experience analyzing business and technical solutions holistically using data driven techniques.   
  • Able to calculate and communicate return on investment of business and technology solutions
  • Expert knowledge of industry best practices and basic architectural principles necessary for designing scalable, extensible and maintainable applications and services
  • Demonstrable experience in providing leadership in changing, ambiguous and challenging situations.
  • Very strong communication and planning skills with the ability to manage very demanding customers in escalation and sales situations. Clear presentation, written, verbal, and interpersonal communication skills are a must.
  • Good understanding of technical issues and opportunities related to modern cloud infrastructure and operations.
  • Strong leadership skills in managing a team of at least 20 individuals and providing the motivation, coaching, and development to grow your team’s careers
  • At least 10 years’ experience in services function and implementing/supporting SaaS solutions, platform solutions preferred
  • Experience cultivating, maintaining and growing critical, strategic enterprise clients and outside partners
  • Track record of proactively resolving escalated client service issues while sharing insights appropriately with the broader organization
  • Experience establishing and growing relationships with all levels within enterprise organizations: individual contributors to c-suite
  • Experience working with 3rd party service providers, able to identify customer needs and communicate the value of working with service providers
  • Sense of urgency to accomplish things quickly and ability to prioritize multiple tasks, handle heavy workloads, and deal with unforeseen circumstances
  • Experience working with relational databases
  • Experience with no code or low code platforms a bonus
 
Personal Traits:
  • Driving yet collaborative; a good team and alignment builder
  • Results oriented with ability to develop collaborative relationships through strong communication, influence, and problem solving
  • Ability to develop and communicate a clear and compelling vision which inspires the team to think and operate ‘outside the job description’
  • Great change leader, customer obsessed, metrics, and data driven
  • A continuous learner.  Someone who seeks best practices, is open to new ideas, and continues to benchmark
  • Sense of urgency to accomplish things quickly and ability to prioritize multiple tasks, handle heavy workloads, and deal with unforeseen circumstances
  • Ability to anticipate problems and obstacles, and offer a sense of calm while delivering focused direction in times of crisis
  • Maniacal focus in delivery excellence and team development/empowerment
  • Strong executive presence and professional image; excellent organizational, communication, and presentation skills
Full-time

Why We Work Here

Alice Hinshaw
Orientation Customer Success Manager

What do you do at Quick Base?

I am an Orientation Customer Success Manager. That means I get to help our new customers plan, build, and deploy their first apps with Quick Base. 

What does Customer-Obsessed mean to you?

Customer-Obsessed to me means always going the extra mile to make sure my clients are getting the most value out of Quick Base and to make sure they have everything they need to feel comfortable at every point in the building process. 

Tell us about a time you exhibited Quick Base's value of "Customer-Obsessed"?

After being out of the office for Empower and vacation I was checking in on the health of one of my accounts to see if they had registered for any University courses or submitted any Care cases etc. while I was away. I found they had submitted a Care case asking for ideas on how to set up a unique formula field that would count the number of records created each day and label each record with its number. I learned that this was an incredibly complex problem, so I got curious about this and decided to do a little more digging to see what I could set up. After a little tinkering I was able to come up with a creative, streamlined solution that I passed on to the client. They were thrilled I had taken the extra initiative to figure this out and we are slated to implement the solution in their app next week!

What's your favorite part about working at Quick Base?

My favorite part about working at Quick Base is getting to see all of the diverse ways our customers use it to solve their workflow problems. With such a versatile product I'm always fascinated to see how our customers have tailored it to suit their needs!

Steve Percoco
VP of Sales

What do you do at Quick Base?

I get to help people, prospects and customers, transform the way they and the companies where they’re employed, do their work. I am forever impressed by the way teams put our technology to work in their business.

What does "Courageous" mean to you?

Doing what’s right, always, even if doing what’s right goes against the tide, the grain, the consensus.

How do you exhibit Quick Base's value of "Courageous"?

Pioneering and presenting new commercial approaches for customers and partners that are not yet stood up – but for which deliver value for Quick Base and our customers.

What's your favorite part about working at Quick Base?

I run to work every morning, gratefully, simply to have the chance to sell and help sales people sell our capability - the stories I get to tell after learning what our customers do with Quick Base.  It’s “expletive” awesome.

 

Ryan Murray
Senior Application Developer

What do you do at Quick Base?

I'm a senior application developer on the Business Enablement Team. I build the Quick Base apps that help run Quick Base!!

What does “Simplify” mean to you?

To Simplify something is to break down all the clutter and focus on what's truly important.

Tell us about a time in which you exhibited Quick Base’s value of “Simplify”?

Every day! Our colleagues will come to us with a problem or a process that they want to systematize. It's our job to Simplify that process and build it into Quick Base

What’s your favorite part about working at Quick Base?

Easily the people. We work with a great team full of passionate people who are always trying to make Quick Base better.

Meg Ashur
Senior Counsel

What do you do at Quick Base?

I work closely with teams across the organization to problem solve, and support them by providing legal advice. My day to day often includes contract negotiation, document drafting, calls with customers and vendors, corporate governance and compliance work, and keeping up with an ever-changing regulatory landscape.

What does "Trusted" mean to you?

Trusted means being a reliable resource to the teams that I support, and in turn, to our customers. It means being open when I don’t have an answer on the tip of my tongue, but then figuring out and providing that answer in time for it to be useful.

Tell us about a time that you exhibited Quick Base's value of "Trusted"?

As an attorney, I am bound by confidentiality obligations that make it difficult to describe a specific instance. I guess that in itself is an example of how I am "Trusted"! 

What's your favorite part about working at Quick Base?

I love the work environment. My coworkers are a major part of this—the people here work hard, are smart and creative, and are fun to be around. Everyone here contributes to moving the needle forward on our product and our in workplace. The way we work is another huge component—I love that we run our business on our product, we really live what we preach. I have a hand in creating the applications that I use every day to do my job. As a non-technical person, that feels really good.

Gev Hovsepyan
Senior Product Manager

What do you do at Quick Base?

I’m Senior Product Manager at Quick Base, focused on platform governance and security.

What does “Exceptional” mean to you?

Exceptional for me means to wake up every day and know that you are going to do everything you can to be better person, professional, husband, etc. than yesterday.

Tell us about a time in which you exhibited Quick Base’s value of “Exceptional”?

Recently I helped to organize first  Quick Base Hackathon, and the reason I did that was because I wanted to do something more than just being good product manager, I wanted to serve the teams that deliver value to our customers every day.

What’s your favorite part about working at Quick Base?

Here at Quick Base we build product that helps our customers to be more productive, more agile, more effective every day, which saves them time and resources that they spend on things that matter to them. With every feature we deliver we are making an impact, and that’s my favorite part about working at Quick Base.