Global Director of Customer Success
West Coast, United States
(Fully remote position based on PST hours)
At Qwilr, we've packaged up the perfect way to create proposals: amazing, design-perfect pages, which anyone can create.
They come with payment, e-sign, easy integration into your CRM, and all the other functionality you wish your old PDF documents had.
We have made a beautiful product that solves customers' needs, and that in turn has made us a strong business, with a multi-million dollar ARR, consistent growth and low churn.
It's now time for us to scale this growth and we want you to come and be part of it.
About the Role
Qwilr is seeking a commercially minded Customer Success leader to help us create an exceptional experience for our customers, while also driving meaningful revenue outcomes for our business.
As Director of Customer Success you'll own our global Success & Support strategy, lead and scale a high performing team and play a critical role in how our customers experience Qwilr.
Our ideal candidate will also be excited to meaningfully improve both our GRR and our NRR.
Qwilr's customers are primarily larger SMB and early Mid-Market (with some larger Enterprise accounts).
This role will be part of the GTM leadership team of the company and will report directly to our CEO.
If you’re excited to design strategy, build teams, stay close to customers, and make a meaningful impact to Qwilr's revenue, then we are eager to chat with you!
Mark Tanner, CEO & Co-Founder
A note from our CEO
Your Impact 🚀
Qwilr has a long history of excellent customer support for our customers that we are very proud of.
We are looking for someone to continue that tradition - while also making a meaningful commercial impact on our business.
- You are excited to help us improve our use of AI in Support and Success
- You will work with our Revenue Team to contribute to company revenue goals
- This will include working closely with the RevOps team and the Head of Sales
- You will help our product team shape important product releases
- You will build and grow an excellent team
- You will help us improve our retention - especially for our larger accounts. We care about GRR & NRR improving over time.
- You will help us build a much more robust expansion & cross selling motion.
- You are excited to build and own the strategy for this team - but you are also still excited to do the actual work and love interacting with customers. We do not want someone who is totally off the tools and expects to never speak to customers.
We are genuinely excited about the potential for AI to give high quality answers incredibly quickly to some percentage of queries that our customers have (and for this percentage to increase over time). We are also excited about the potential for AI to offer more bespoke onboarding solutions for our customers, especially to our smaller self serve customers and to new users to existing accounts.
However - we still fundamentally believe in having a truly excellent team who is comfortable chatting, emailing and having video calls with our customers - especially when working on complex problems / solutions.
We want someone who sees the possibilities of AI and is excited to work on that - but we are not looking for someone who thinks that AI can replace a world class team.
About You
- You have a history of leading high performing customer success teams at SaaS companies that not only deliver exceptional experiences for your customers - but also drive meaningful revenue for the company.
- You can walk the walk and actually do the core of the job excellently (ie you are not just a manager)
- You are very comfortable with data and understand the fundamental metrics that drive a SaaS business and deeply understand where your team's performance slots into the bigger picture.
- You can hire A+ people to your team (and ideally already have a few people in mind who might be a great fit)
- You get energy from coaching and growing your team
- You have existing playbooks for thinking about Onboarding, Expansion, Renewals, Churn deflection etc - but aren't wedded to them and can be adaptable if the situation requires it.
- You are comfortable working remote and getting the most out of a mostly remote team.
✨ Bonus Points ✨ if you have ever worked with Payments before (a la QwilrPay)
Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other folks in minority groups tend to only apply when they check every box.
So if you think you have what it takes, but don't necessarily meet every single point above, please still get in touch. We'd love to have a chat and see if you could be a great fit. You can find more about diversity and inclusion at Qwilr here.
The Customer Experience Team
About us (& Perks!)
- This Qwilr is 100% remote for employees outside Australia and supports flexible working arrangements.
- Competitive salary and commission structure
- Meaningful equity via Employee Stock Options
- 401k and Health Care Benefits
- 4 weeks of annual PTO
- Health insurance contributions
- Generous parental leave
- Budget for work setup, further education, conferences and books
- Company-wide global retreats each year, with opportunity to travel to Australia (check out our 2025 Retreat below!)
- Charity donations matching and volunteering days off
- And at Qwilr, you'll get to do challenging, rewarding work in a supportive environment with smart and dedicated colleagues
The Qwilr Team
Principles
Way finding in startups is hard, that's why Qwilr is driven by our principles.
Interested?
We'd love to hear from you. 👇
Important Note: We’re expecting a lot of interest in this role, so to help us spot the folks who are genuinely excited about Qwilr, we’re asking all applicants to include a short Loom video (max 3 mins) with their application. The instructions for the contents of the video will be in the application form.
🚨 Applications without a video won’t be considered. This helps us keep the process intentional, worthwhile and human.