Are you passionate about creating exceptional customer experiences and leading a dynamic team? We're looking for an enthusiastic Head of Customer Success to establish and lead our new customer success function for our brand partnerships products, including Studio and Connect. This role is crucial in optimizing the entire customer lifecycle from an operational and tracking perspective.
What You'll Do
Create a Winning Strategy: Develop and implement a comprehensive customer success strategy aimed at enhancing client satisfaction and retention.
Collaborate for Success: Work closely with the Head of Accounts to define SLAs, escalation points, and build a playbook for on-time deliverables.
Lead and Inspire: Build and manage a top-notch customer success team, track performance, mentor team members, and hold them accountable for their work.
Enhance Communication: Track and improve response times for email communications and train your team on our internal systems and processes.
Measure and Improve: Use customer satisfaction scores and feedback to gauge and enhance team performance and client interactions.
Deliver Excellence: Oversee the timely delivery of high-quality story assets tailored to client needs and objectives.
Optimize Processes: Collaborate with product managers to refine internal processes affecting client deliverables and implement efficient workflows.
Manage Tools: Oversee CRM and project management systems, ensuring they align with business objectives and enhance operational efficiency.
Define KPIs: Track key performance indicators related to sales, marketing, and accounts throughout the customer lifecycle.
What We're Looking For
Experience: 5-8 years in customer success, revenue operations, or a related role.
Skills: Strong understanding of customer success and sales metrics, with a knack for using data to drive improvements.
Management: Previous management experience is a plus.
Tools: Experience with ClickUp and HubSpot is a plus.
Benefits
Competitive Compensation: Base salary range of $100,000 - $130,000, plus a bi-annual bonus program.
Equity Stock Option Program
Comprehensive Health & Dental Coverage
Remote Work Flexibility
Unlimited PTO
3 Months of Paid Family Leave
Annual Team Offsites
Monthly Virtual Social Events
Inclusive and Supportive Team Culture
We are committed to creating a diverse and inclusive workplace. We welcome applicants from all backgrounds and are dedicated to ensuring a fair and respectful environment for everyone.
Employment Type: Full-Time
Seniority level
Director
Employment type
Full-time
Job function
Other
Industries
Human Resources Services
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