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Head of Customer Success
2 months ago
Our Mission
The technology in the $130-billion pet industry (US) is antiquated, and it has caused significant friction for the pet economy to progress. We aim to contribute to the pet industry by empowering everyone in the pet community. We strive to build the most trustful, impactful, yet simple-to-use solutions for everyone in the space, so that they can focus on doing what they love and thrive.
Our Team
Only the best can serve the best. To build the best product and service, we want the best talent. We are committed to seeking out and bringing together the most passionate, talented, and customer-focused individuals to form a team that sets the bar for excellence.
Our Culture
Every day, we ask ourselves: what if MoeGo disappears tomorrow? Would that be a big difference to our users? We're not here to be just another option in the market. What motivates us is the pursuit of discovering and solving a series of real, impactful problems. By doing so, we aim to redefine the standard of technology and elevate the pet industry to an entirely new level.
We strive to drive changes for the better.
About this Role
The Head of Customer Success is a pivotal leadership role responsible for overseeing full customer lifecycle (customer success management, onboarding, and support functions) while driving customer retention, revenue growth, and satisfaction. This position requires a strategic leader who can elevate top performers, build effective processes, and serve as the voice of the customer within the organization.
Responsibilities
- Lead and build critical operational projects and continuous improvement for our post-sale CS teams.
- Deeply embed yourself in customer-facing teams to become an expert in their current workflows and tooling.
- Use your expertise and experience to identify the greatest opportunities for improvement.
- Design, develop and deliver workflow, reporting, automation, and tech/tooling solutions for customer facing teams to directly impact their effectiveness onboarding, retaining, and growing our customer base.
- Use data to inform our understanding of where to invest our resources; determine the highest impact short term projects, while remaining focused on the longer term scale we aim to achieve.
- Build and manage a team that can help you execute both the short and long term vision.
- Serve as an extraordinary people leader and culture-bearer at MoeGo, nurturing and growing customer success team through hiring, coaching, and training.
- 8+ years of operations experience within a high-growth environment with 5+ years of that experience specifically in Sales or Customer Success Operations, preferably at a SaaS company, 3+ years of proven track records of building and developing world class customer success team.
- Experience hiring and leading an operations team
- Strong analytical and reporting skills; demonstrated ability to identify reporting needs and transform data into actionable insights
- Creative problem solver, skilled at removing obstacles and solutioning around key business problems.
- Metrics-driven and results-oriented.
- Masterful cross-functional collaborator and relationship-builder.
- Outstanding verbal and written communication skills.
- Combination of strategic thinking and ability to roll up sleeves and get it done.
Compensation, Benefits, Perks:
MoeGo offers a competitive compensation package (base salary, performance bonus and benefits: flexible benefit plans to employees and their family members at no cost to the employees & 401(k) matching)
MoeGo is committed to creating a diverse and inclusive work environment and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
