Director of Customer Success & Marketing Operations, Enterprise - Blavity Inc.

Blavity, Inc. is a venture-funded media and technology company, founded in 2014 around a simple idea: enable Black millennials to tell their own stories. Today, we are home to the largest network of platforms and lifestyle brands serving the multifaceted lives of Black millennials & Gen Z through original content, video, unique experiences, and product solutions. Blavity Inc. has evolved into a market leader for Black media, reaching 250 million users per month through our growing brand portfolio, including Blavity, Blavity360º, AfroTech, Talent Infusion, 21Ninety, Travel Noire, Home & Texture, and Blavity House Party. Our Blavity, Inc. employee community is composed of passionate, energetic, and culturally conscious individuals working together to deliver value to each other, the company, and our clients. We are always searching for new additions to our community that will help us continue to scale, contribute meaningfully to our culture, and advance our strategic direction.

Job Summary:
The Director of Customer Success & Marketing Operations, Enterprise for Talent Infusion at Blavity, Inc. will play a pivotal role in overseeing and executing customer success, outbound marketing, and operations for our B2B SaaS offerings. This role will work closely with the AfroTech enterprise sales team, as well as cross-functionally with Product, Marketing, Business Development, and other departments. As a strategic leader, you will own the customer journey from onboarding to engagement, collaborating with our Director of Product to align on roadmap priorities and ensure exceptional partner satisfaction. You will leverage tools like Salesforce, Iterable, and Zapier to optimize sales and customer workflows, contributing to the continued growth and impact of the Talent Infusion platform.

This position reports directly to the Chief Operating Officer.

Responsibilities: 

Customer Success and Partner Engagement

• Develop and manage partner relationship processes to achieve monthly, quarterly, and annual revenue goals
• Lead and manage the end-to-end customer journey for Talent Infusion partners, from onboarding through renewals, ensuring a high level of engagement, satisfaction, and retention
• Organize and optimize the client onboarding process, providing insights into customer adoption and engagement
• Establish cadence and procedures for effective communication between the customer success team and partners
• Build relationships with partner executives to align with Blavity Inc.’s strategic goals and drive higher client engagement
• Provide strategic input on key performance metrics to nurture partner health proactively
• Advocate for Talent Infusion’s partners in internal discussions to ensure high partner satisfaction

Operations and Automation

• Oversee and streamline operational processes, employing tools like Salesforce, Zapier, and Iterable to automate workflows and enhance sales and customer success efficiency
• Collaborate closely with the AfroTech enterprise sales team to identify and drive cross-functional initiatives that support revenue growth and operational scalability
• Maintain a deep understanding of Talent Infusion’s solution to prioritize and strategize communications effectively with the Customer Success and Sales teams
• Develop support and product materials, FAQs, and user process flows to assist partners in understanding new functionalities and support services, enhancing their overall experience
• Create and deliver presentations and monthly business reports, translating Talent Infusion’s results into clear, compelling stories that resonate with Blavity executives, partners and stakeholders

Marketing and Sales Enablement

• Lead Talent Infusion’s outbound marketing strategy, and work with Corporate Marketing to craft B2B campaigns that increase brand awareness, generate leads, and support the sales funnel
• Collaborate with Marketing and Sales to create and deliver presentations, including quarterly business reports, translating Talent Infusion’s results into compelling stories for partners
• Work alongside the Director of Product to prioritize feature enhancements and product improvements based on customer insights and market needs
• Engage decision-makers and budget owners to ensure retention and growth of partner accounts through effective renewal action plans

Strategic Growth and KPI Tracking

• Establish and monitor key performance metrics for customer success, sales, and marketing, providing insights that drive decision-making and performance improvement
• Drive strategic initiatives to enhance the partner lifecycle and develop long-term, value-based relationships with key accounts
• Uncover underlying business drivers from new partner requests and collaborate cross-functionally to identify new solutions and optimizations

Qualifications:

• Education: BA/BS or relevant work experience
• Required Experience:  
  • 4 years experience managing enterprise level clients and stakeholders
  • Prior experience in a media environment
  • Experience leading diverse teams in the SaaS or recruiting industries
  • Proven track record of success in driving annual revenue growth in a SaaS environment
  • Experience with data reporting and insights using CRM tools
• Technologies:
  • SalesForce, Asana, Google Suite, Stripe, other CRM solutions
  • AI Tools (ChatGPT, Claude, Google Gemini, etc.)
• Preferred Qualifications:
  • Ability to meet tight deadlines, manage multiple projects simultaneously and adjust as circumstances change 
  • Strong ability to manage priorities across multiple stakeholders
  • Independent, entrepreneurial self-starter who is comfortable taking on a high level of responsibility
  • Excellent communication skills and naturally detail-oriented, with an intuition to document and communicate findings
  • Familiarity with the tech industry and Diversity, Equity, and Inclusion initiatives
  • A healthy appreciation of GIFs and Black culture

Details: 

• This is a fully remote, U.S.- based role. Occasional travel may be required. 
• Candidates must be authorized to work in the U.S.
• Candidates must be available to work in at least 25% alignment with the Pacific Time Zone. 
• The annual salary range for this role is $120,000 - $140,000.

To apply, please submit your resume and cover letter online at BlavityInc.com/Careers.

Blavity is committed to creating a diverse environment free of discrimination and harassment, and building a team that represents a variety of backgrounds, perspectives, and skills. 

Blavity is proud to be an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, HIV Status, veteran status, or any other status protected by the laws or regulations in the locations where we operate.

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The Director of Customer Success & Marketing Operations, Enterprise is responsible for leading B2B SaaS customer success, outbound marketing, and operations at Blavity Inc., driving partner engagement and revenue growth.

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