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Head of Customer Success

2 months ago

San Francisco, United States Haystack LLC Full time

[Full Time] Head of Customer Success at Haystack (United States)

Head of Customer Success

Haystack United States

Date Posted: 31 Oct, 2022

Work Location: San Francisco, United States

Salary Offered: Not Specified

Job Type: Full Time

Experience Required: 3+ years

Remote Work: Yes

Stock Options: No

Vacancies: 1 available

About Haystack

Our Product and Mission: Haystack helps engineering teams become world class through delivery analytics. Teams use our product to measure, improve, and establish best practices through analytics & alerts.

Were backed by Y Combinator and the same people who built Doordash, Airbnb, and Optimizely. We work with world-class engineering leaders at companies like Microsoft, Robinhood, and The Economist.

Why Haystack: Work directly with founders and a close-knit team of hustlers. We've all got experience building and scaling startups. You'll have the unique opportunity to scale a business from the ground up. If you're the type of person that loves new challenges, learning new things, taking on more responsibility, and seeing how your work impacts customers on a daily basis - then we'd love to meet you.

About the Role

This role is primarily responsible for working with Haystack customers to make sure Haystacks product delivers the value we promise. You will lead CS and should become an expert on Haystacks product, understand customer needs, advise customers on how to best use Haystack, build relationships, and implement programs that will increase the business revenue potentials and minimize churn rates.

What You'll Do
  • Establish clear client retention goals
  • Process milestones for the clients and employees to work toward
  • Assist customers with setting up and navigating programs or software
  • Improve customer onboarding processes and mutual implementation plans
  • Promote the value of the product
  • Upsell services and products with the brand image
  • Promote value through customer experience
  • Assist in creating training courses and educational materials
  • Evaluate and improve tutorials and other communication infrastructure
  • Develop and manage client portfolios
  • Analyze customer data to improve customer experience and identify churn-risk customers
  • Mediate between clients and the internal team
  • Handle and resolve customer requests and complaints
  • Minimize customer churn
  • Aid in product design and product development by sharing insights from your customer conversations
What We're Looking For
  • Proven work experience as a Customer Success Manager or similar role
  • Ideally experience with mid-market and enterprise companies
  • Experience working with brand image and promoting value through customer experience
  • Exceptional ability to communicate and foster positive business relationships
  • Technical skills required, as they relate to the use of the product or service
  • Experience running experiments to understand what efforts drive customer and company value
  • Accountability and personal organization are essential
  • Experience in managing a diverse group and training each according to company standards
  • Strong academic performance at a top-tier school
Details
  • Details: Full time role. Fully Remote.
  • Compensation: $80-100K+ USD + generous early employee stock options
  • Benefits:
    • Unlimited vacation
    • 100% remote-work environment.

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