Job Description
About Wiliot Wiliot was founded by the team that invented one of the technologies at the heart of 5G. Their next vision was to develop an IoT sticker, a computing element that can power itself by harvesting radio frequency energy, bringing connectivity and intelligence to everyday products and packaging, things previously disconnect from the IoT. This revolutionary mixture of cloud and semiconductor technology is being used by some of the world’s largest consumer, retail, food and pharmaceutical companies to change the way we make, distribute, sell, use and recycle products.
Our investors include Softbank, Amazon, Alibaba, Verizon, NTT DoCoMo, Qualcomm and PepsiCo.
We are growing fast and need people that want to be part of the journey, commercializing Sensing as a Service and enabling “Intelligence for Everyday Things”.
We are seeking a dynamic and strategic
Director of Customer Success to lead our customer success organization and elevate the customer experience to new heights. Reporting to the VP of Solutions and Success, this role is designed for a seasoned leader with exceptional customer management expertise and a deep understanding of business strategy, capable of operating at a VP level. You will oversee the end-to-end customer journey, driving adoption, satisfaction, and expansion for Wiliot’s cutting-edge IoT solutions. You’ll act as a trusted partner to our enterprise clients—some of the world’s largest brands—while shaping the CS function into a revenue-generating powerhouse and a key driver of Wiliot’s growth.
Responsibilities:
- Strategic Leadership: Design and execute a customer success strategy that aligns with Wiliot’s business objectives, ensuring scalability, customer retention, and long-term value realization for our enterprise clients.
- Customer Advocacy: Serve as the executive-level voice of the customer, forging deep relationships with C-suite stakeholders at client organizations and translating their needs into actionable insights for product, engineering, and sales teams.
- Revenue Growth: Drive upsell, cross-sell, and renewal opportunities by identifying customer expansion potential and implementing innovative CS revenue models, contributing directly to Wiliot’s bottom line.
- Team Leadership: Build, mentor, and lead a high-performing customer success team, fostering a culture of excellence, accountability, and customer obsession while preparing the organization for rapid scaling.
- Operational Excellence: Oversee onboarding, deployment, and ongoing engagement processes, ensuring seamless delivery of Wiliot’s IoT solutions and measurable customer outcomes across verticals like Food, Life Science, Retail, and Logistics.
- Cross-Functional Collaboration: Partner with Sales, Product, Marketing, and Engineering to align customer success initiatives with pre-sales commitments, product roadmaps, and go-to-market strategies.
- Industry Expertise: Leverage deep knowledge of IoT, radio technologies (e.g., Bluetooth), and industry-specific challenges to position Wiliot as a thought leader and trusted advisor in the market.
- Performance Metrics: Define and track key success metrics (e.g., NPS, retention rates, expansion revenue), using data-driven insights to continuously optimize the customer experience and team performance.
- Travel: Engage in strategic customer meetings and industry events, with 20-40% travel as needed (situation permitting).
Requirements:
- Experience: 10+ years in customer success, account management, or client-facing leadership roles, with at least 5 years in a director-level or equivalent position overseeing enterprise accounts.
- Business Acumen: Proven ability to drive multimillion-dollar revenue growth through customer success initiatives, with a track record of turning customer relationships into strategic partnerships.
- Leadership Expertise: Demonstrated success in building and scaling customer success teams, with a focus on talent development, process optimization, and cultural leadership—skills that rival VP-level expectations.
- IoT & Technology Mastery: 5+ years in the IoT or related technology space (e.g., cloud, semiconductor, SaaS), with familiarity in radio technologies (Bluetooth a plus) and their applications across physical-digital boundaries.
- Industry Knowledge: Deep understanding of at least one key vertical—Food, Life Science, Retail, or Logistics—including its operational challenges and market dynamics.
- Executive Presence: Exceptional communication and presentation skills, with the ability to influence C-level stakeholders, inspire teams, and represent Wiliot at industry forums.
- Agility: Thrives in a fast-paced, ambiguous environment, with a proactive approach to solving complex problems and seizing growth opportunities.
- Education: Bachelor’s degree in Business, Technology, or a related field; MBA or advanced degree strongly preferred.
Preferred Qualifications - Experience working with Fortune 500 clients or global brands like Amazon, PepsiCo, or Verizon.
- Proven success scaling customer success functions in high-growth tech startups or innovative enterprises.
- Familiarity with CRM platforms (e.g., Salesforce), analytics tools, and emerging IoT technologies.
Salary: Depends on experience
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