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Head of Customer Success

2 months ago

San Francisco, United States Copy Service CO Full time

We believe AI will usher in a new era of human creativity, thinking, and innovation. Our generative AI platform is purpose-built to drive these outcomes for our customers, giving them the ability to design and create high-impact, high-leverage AI workflows that power their business.

Copy.ai makes AI accessible for all users, regardless of technical know-how. Our platform makes it easy to drive real business value from the latest large language models (LLMs) and help companies navigate their AI transformation journey.

We have over 16+ million users, the backing of top tier venture capital firms (Sequoia, Craft, Wing, Tokyo Black), and an incredible tailwind of AI momentum and enthusiasm.

We have solid traction but are still a young company. This role is what you make of it, and your teammates and colleagues will help you every step of the way. You'll look back on your time at Copy.ai and view it as the most impactful and highest growth phase of your career. There's a lot to take on, but we trust that you're up to the challenge.

Copy.ai is a fully remote company. All employees must be able to work 9am-5pm in their timezone, Pacific to Eastern.

As the Head of Customer Success you'll be tasked with developing and implementing a thoughtful and best-in-class Customer Success strategy. You will build, lead and inspire a thoughtful, attentive, and technical CS team that will deliver exceptional customer experiences, focusing on retention, adoption, growth, and engagement. You will identify opportunities to streamline support processes and enhance the overall customer experience. You will partner with the Leadership Team on Customer Success and Go-To-Market strategies on rolling out and executing on the CS and Implementations.

What you'll do:

    • Develop a scalable and innovative strategy and vision for the Customer Success and Implementations
    • Build and lead a Customer Success and Implementations Team that delivers world class client experience
    • Provide strategic influence with customer accounts as well as internally for programs and initiatives,
    • Align and influence the Leadership Team on Customer Success and GTM strategies and tactics.
    • Leverage data to drive and scale strategies and tactics that help customers achieve their desired outcomes and, ultimately, renew or expand their subscription.
    • Partner closely with the Sales organization to drive growth and retention and improve efficiency
    • Develop and implement scalable customer success and implementations policies, procedures, and standards
About you:
    • 10+ years of experience in Customer Success and/or Client Implementation/Onboarding at SaaS startups
    • 4+ years in a CS leadership position
    • Collaborative team player with track record of partnering with sales and other cross-functional stakeholders to deliver results, help identify and close new business, and drive retention
    • Data-driven decision maker with a strong focus on execution and accountability
    • Proactive, organized problem-solver with the ability to execute at both the strategic and tactical level; able to roll up his/her sleeves to get things done
    • Excellent communication and interpersonal skills
    • Based in the San Francisco Bay Area


*Copy.ai is an Equal Opportunity Employer. We're committed to building a diverse and inclusive team. We encourage applications from people of all races, religions, national origins, genders, sexual orientations, gender identities, gender expressions and ages, as well as veterans and individuals with disabilities.*

What We Offer :

A close-knit and collaborative early-stage startup environment where every voice is heard and every opinion matters; 50 team members as of 11/2024

Competitive salary and stock option equity packages; We're a Series A startup

Excellent Medical Plans to choose from including HSA plans, PPOs, and HMOs from Kaiser and Aetna; Dental and Vision insurance through Guardian; Copy.ai pays up to $800/month per employee for monthly premiums

100% REMOTE startup Our team is distributed all over the US and Canada

UNLIMITED PTO; We truly believe in work-life balance and that hard work should be balanced with time for rest and rejuvenation

401k plan and automatic 3% employer contribution from Day 1

Brand new work-sponsored computer

IRL / In-Person retreats throughout the year