Full-Time
Director of Customer Success
Updated on 3/11/2025
Regal
51-200 employees
Customer engagement platform using mobile technology
Compensation Overview
$175k - $192kAnnually
Senior, Expert
New York, NY, USA
Hybrid roles are required in office T/W/TH and office optional M/F.
- 8-10+ years of B2B SaaS experience in customer-facing roles, such as Customer Success, Account Management or Program Management, with a strong track record of managing customer relationships to drive revenue growth.
- Must have 2+ years of experience managing high performing CSM teams in a SaaS environment.
- Experience in establishing and growing senior-level client relationships (CMO, CEO, SVP, VP etc.).
- Very comfortable in managing up, and representing your point of view to senior management in reviews and strategy sessions.
- Presents very organized and structured thinking for planning and execution purposes.
- Strong ability to anticipate issues and communicate effectively with internal and external stakeholders.
- Good at managing multiple workstreams including all aspects of customer engagements and communicating clearly the implications to key customer team stakeholders.
- Lead and develop the Customer Success team to achieve revenue goals, foster a culture of accountability, and ensure continuous skill development across areas like account management, stakeholder management, and customer engagement.
- Own and drive key business metrics, including net dollar retention (NDR) and Net Promoter Score (NPS), aligning these with overall business goals.
- Develop and implement scalable customer success strategies that enhance customer satisfaction, ensure successful onboarding, and drive product adoption and long-term growth.
- Lead and participate in key customer meetings such as Quarterly Business Reviews (QBRs), establishing alignment on customer goals, identifying opportunities for growth, and strengthening strategic relationships through onsite engagement.
- Analyze and report on customer success metrics to leadership, providing insights on customer trends, engagement levels, and opportunities for process improvements.
- Establish and optimize internal processes and tools that enable the CS team to manage customer relationships efficiently, track customer health, and proactively identify growth opportunities or potential churn risks.
- Foster strong relationships with key customer stakeholders, acting as an escalation point for complex issues while ensuring timely resolution and maintaining long-term satisfaction.
- Right Attitude - to succeed you should be strongly self-motivated, methodical, tenacious, and very coachable. Must have can-do attitude (no entitlement).
- Clear communicator - Speak and write eloquently.
- Desire to Learn - High level of intellectual curiosity. You see opportunity and growth in learning new technology, systems and business areas.
- Culture - Stronger fit exists with those who have experience working with enterprise companies and understand the hands-on culture of a smaller customer success team.
Regal.io is a customer engagement platform that uses mobile technology to help businesses improve their relationships with customers and boost sales. The platform offers tools like Journey Builder and Segment Builder, which allow companies to tailor their call and text message outreach based on real-time customer behaviors. This targeted approach helps businesses connect with customers at the right moment, leading to higher engagement and increased sales. Regal.io also includes data analytics tools that enable businesses to quickly analyze their customer engagement strategies without needing a separate data team. This allows companies to make informed decisions about what works and what doesn’t. Regal.io aims to enhance customer interactions and drive revenue growth, with users reportedly seeing an average revenue increase of 25%.
Company Size
51-200
Company Stage
Seed
Total Funding
$79.9M
Headquarters
New York City, New York
Founded
2020
Simplify's Take
What believers are saying
- Regal's tools deliver a 30% answer rate, three times the industry average.
- The company recently raised $40M, indicating strong investor confidence.
- Growing demand for AI-driven customer engagement tools supports Regal's market position.
What critics are saying
- Increased competition from established CRM providers like Salesforce and HubSpot.
- Potential regulatory backlash due to extensive data collection and AI-driven personalization.
- Economic downturns could reduce budgets for new CRM technology investments.
What makes Regal unique
- Regal offers AI-driven tools for personalized customer engagement and conversion optimization.
- Their Branded Caller ID and Spam Remediation tools improve call answer rates significantly.
- Regal's platform integrates seamlessly with existing CRM systems, enhancing their functionality.
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Benefits
Early stage equity
Flexible PTO
401k Plan
Medical, dental, & vision insurance
Paid parental leave
Happy hours, team outings, & quarterly off/onsites
Pre-tax commuter benefits
Complete laptop workstation
Growth & Insights and Company News
6 month growth
↑ 1%1 year growth
↑ 3%2 year growth
↑ 15%Regal, a NYC-based customer-centric contact center software, closed a $40m funding round
While the identity of buyers and sellers remains unknown, it is understood Regal would consider merging the $550 million LIC with the $847 million PM Capital Global Opportunities Fund.
Regal.io’s Branded Caller ID, Spam Remediation and Journey Builder solutions enable brands to control outbound phone call branding to build customer-first phone experiences.Regal.io, the outbound phone and SMS sales solution, announced the launch of a suite of call branding tools for B2C sales teams to increase outbound call answer rate. Regal.io’s Branded Caller ID provides businesses with the ability to show their company name, location, logo, and other identifiable information to the customer’s cell phone before the call. For customers whose calls are being flagged as SPAM, Regal.io Spam Remediation (often called Reputation Management) ensures legitimate callers are not flagged as SPAM. And the Regal.io Journey Builder has been updated to enable brands to A/B test local presence, branded numbers, and unbranded numbers in the same outbound campaign.Regal.io’s new tools reach all 400M wireless devices in the US and drive an average 30% answer rate – 3x the industry average rate – resulting in hundreds of millions of dollars in incremental revenue for Regal.io’s customers from this feature alone.As consumer discovery and demand shifts online in industries that require a conversation for onboarding (e.g. Insurance, Healthcare and Education), businesses have switched to using phone calls in place of an in-person conversation. But when consumers don’t recognize the number, or carriers flag that number as SPAM, the call doesn’t get answered
That’s why Homebrew is ecstatic to finally share its investment in Regal, which just announced a $38.5 million Series A financing.
/PRNewswire/ -- Regal.io, the outbound phone and SMS sales solution, announced today that it has raised $38.5 million in Series A funding led by Emergence...