Head of Customer Success and Support

2 weeks ago

San Francisco, United States Perfect Venue Full time

Why Perfect Venue?

  • Early Impact: Work with a lean team that moves quickly.
  • Proven Product: Hundreds of paying customers and a #1 ranking on G2.
  • Leadership Collaboration: Work directly with the CEO & other company leaders.

About Us

Private events and catering can significantly increase restaurant revenue, but many restaurants are stuck using outdated, error-prone manual processes - unlike the sophisticated software employed by large chains. Perfect Venue is leveling the playing field by offering local restaurants an affordable, user-friendly, event management tool to help local restaurants compete with big chains. This is just the start, with plans to expand into a broader marketplace that includes venues and other event services (DJs, florists, etc).

Recently featured in TechCrunch, Fortune, Axios, Eater, and others.

Our Culture & Values

We are passionate about solving our customers' problems. Our core values drive everything we do:

  • Customer Obsessed: We prioritize our customers' needs above all.
  • Exceptional Products: We strive for excellence in every product we build.
  • FITFO: Figure It The F*** Out - we are resourceful and solutions-oriented.
  • Play to Win: We are competitive and aim for success.
  • Think Like Scientists: We embrace experimentation and first-principles thinking.
Responsibilities

Manage and lead the Customer Success team

  • Build and mentor a high-performing team of Customer Success Managers
  • Set department goals and objectives and track key performance metrics
  • Develop and implement processes and procedures to improve team efficiency and effectiveness
  • Provide ongoing training and development opportunities for team members
  • Collaborate with other departments to ensure customer success and satisfaction

Onboard new customers

  • Ensure customers are onboarded successfully and achieve their desired outcomes
  • Develop new strategies to better onboard customers at scale

Provide exceptional customer support

  • Handle escalated customer issues and provide timely and effective resolution
  • Ensure customer support inquiries are responded to quickly and professionally
  • Develop new strategies to better support customers at scale

Drive customer expansion and retention

  • Proactively identify and address customer challenges or concerns
  • Monitor customer health and engagement to proactively identify opportunities for upselling and cross-selling
  • Monitor and manage customer renewal process

About You

You are an experienced customer success professional with a passion for leading and developing teams. You have a proven track record in driving customer success and achieving high customer satisfaction and retention rates. You excel in a fast-paced startup environment and thrive in solving customer challenges. You are proactive, results-driven, and have exceptional communication and interpersonal skills.

Need to Haves

  • 5+ years of experience in customer support, onboarding, and account management at early-stage SaaS startups
  • 2+ years of experience in a leadership or management role
  • Proven track record of driving customer success and retention
  • Excellent organizational and time management skills
  • Strong understanding of customer success principles and best practices
  • Implemented support tools like Intercom, Zendesk, etc.
  • Live in San Francisco

Nice to Haves

  • Experience with restaurant or event management software (Perfect Venue, OpenTable, Tock, Gather, Tripleseat, etc.)

Benefits

  • Medical, Vision, and Dental Insurance
  • Complimentary One Medical membership for you and your family
  • 401(K)
  • Flexible PTO
  • Company laptop + equipment
  • Extremely comfortable company swag (it's really soft)
  • Company offsites

Perfect Venue is committed to building a winning team

We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We will work to provide reasonable accommodations to applicants with physical and mental disabilities.

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