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Head of Customer Success
1 month ago
About Our Client
We are hiring key team members for a new B2B SaaS startup. This position will be with our latest company, which is pre-public launch. You’ll work closely with the internal team while reporting directly to the CEO. If you’ve ever been interested in working at a company from scratch as a member of the initial team, this is it
This company offers technology to augment the work of Solutions Consultants/Engineers. Leveraging breakthrough technology in the generative AI space, the product leverages information, gleaned from skilled Consultants, to automate the creation of solutions collateral. This company will unlock skilled professionals to focus on the “neck up” parts of the role by automating the most administrative, but often most time-consuming, element of solutions collateral generation.
About the Role:
We are seeking a Head of Customer Success to ensure successful outcomes for our rapidly growing customer base. You will report to the CEO and be responsible for onboarding and managing our Design Partners, ensuring their experience is positive and their feedback is quickly implemented. You’ll also work closely with the CEO to manage multiple strategic initiatives tied to getting this business off the ground. This includes tactical projects as well as highly strategic work, sometimes falling outside of the customer success umbrella. This is an exciting opportunity to lean into your area of expertise while building experience in other areas of a business.
Responsibilities:
Serving as the point of contact for key customers across the customer lifecycle; on-boarding, adoption, advocacy, and renewal
Coaching customers to be product experts and train their teams on the platform so they become self-sufficient
Proactively identifying account opportunities and churn/downgrade risks (and developing plans to optimize and resolve them)
Performing quality validation of product releases to ensure product enhancements are customer-ready
Creating customer-facing educational tools like demonstration videos and helping with documentation
Strategically influencing the roadmap by representing customer product feedback and direction - being the voice of the customer - along with recommendations to reduce customer escalations in support of a product-led strategy
Working alongside the CEO to support cross-functional initiatives (that sometimes fall outside of the scope of a traditional CS leader)
Eventually hiring, onboarding, and managing a team of CS professionals
Requirements:
5-7 years experience in a Customer Success role
Ability to quickly learn technology and to speak with confidence about our platform
Proven success in building trust and driving results for a broad range of stakeholders: C-Suite, senior executives, developers, and day-to-day users of the software
Proven record of unblocking relationships, turning detractors into advocates, and driving issues to resolution with great customer satisfaction
Strong process management and multitasking skills
Willingness (and eagerness) to lean into projects that fall outside of a traditional CS leader’s remit; at a company at this stage, we all wear many hats
An efficient, goal-oriented individual with a growth mindset
Experience with writing documentation and process mapping preferred
Salary Range
$95k - $110k annual salary based on experience
Our Values:
We work hard and believe our hardest work is our best work. A challenge is motivating, even when it’s a little scary.
We move fast. We have a bias for action and would rather do something 90% perfect quickly than 100% slowly. We’re quick to spot issues, pivot without hesitation, and move quickly to progress further. We tolerate the occasional mistake in exchange for speed.
We’re not afraid of hard conversations. Building a business is hard, and if we can’t face the hard stuff head on, we’re limiting ourselves and the business. We need to be able to say the things that feel uncomfortable to address the issue and get to the other side of the problem. We do so with positive intent and an open mind.
We stay (and keep each other) humble and optimistic. In the good times, we remain focused on the opportunity in front of us. We remind ourselves (and each other) that we’re never done learning, growing, and improving. In hard times, we force ourselves (and each other) to keep the long-term vision in mind. Failure is a timeline issue: with iteration and effort, you can always find a way to success.
Finally, we seek out diversity because we know diverse teams are the most successful teams. This means we have a high tolerance for working alongside others who come with different perspectives, backgrounds, and areas of expertise. We approach conflict with an assumption of positive intent and we approach every interaction with team members as an opportunity to see something in a different light.
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