About Our Client
This innovative organization is the first purpose-built Creative Ops System. Their product automates routine tasks that creatives face daily to manage content, enhancing creativity through image recognition, automated versioning, and approval workflows. Launched in March 2021, they have successfully raised over $38M from top-tier venture capital firms.
About The Role
As the leader of the Customer team, the individual in this role will oversee account management, customer success, customer support, onboarding, and community engagement. Responsibilities will include scaling retention, engagement, and expansion initiatives. Through this work, they will gather valuable insights that will directly impact the product roadmap and positioning.
A strong candidate will bring their customer playbook and hone ongoing efforts to scale both up and down market. This player-coach position requires managing a portfolio of clients while leading the team. With over 2,000 customers, this leader will play a crucial role in systematizing processes and advancing the function. Together with their team, they will manage all customer relationships and implement more efficient customer support and success strategies focusing on strategic expansion and growth. This includes establishing quotas related to Net Dollar Retention (NDR) to drive the team to actively pursue expansion opportunities. As a product-led organization, a strong appreciation for community is essential, as is the ability to collaborate effectively with the product team.
- Collaborate cross-functionally to create and optimize upsell and cross-sell strategies employed by the Customer team to enhance ROI.
- Establish and monitor Key Performance Indicators (KPIs) for the Customer team, ensuring alignment with organizational goals and objectives.
- Utilize customer feedback and data analytics to inform product development and enhance the overall customer experience.
- Drive product adoption, customer loyalty, retention, and satisfaction while actively contributing to churn reduction initiatives.
- Manage and nurture relationships, leading by example and guiding the team in maintaining and improving customer interactions.
- Ensure the Customer team is equipped with the necessary tools, resources, and training to effectively manage customer relationships and drive success.
- Systematize customer success strategies to propel the function forward and align with the organization's growth.
Your experience
- 8-10+ years of experience leading go-to-market functions within a rapidly growing SaaS environment, emphasizing post-sales operations.
- A demonstrated record of entrepreneurial achievement and/or leadership is a plus.
- An unwavering customer-centric approach, with a strong commitment to understanding customers’ organizations, business priorities, and sources of value.
- Proven ability to translate concepts and ideas into execution, balancing big-picture objectives with attention to detail.
- An aptitude for problem-solving; constantly seeking creative and innovative solutions rather than accepting the status quo.
- Excellent communication skills with a knack for finding the appropriate tone for different situations.
Benefits
The organizational culture emphasizes a relentless pursuit of excellence. It is entrepreneurial and focused, addressing challenges directly without ego. Team members communicate with empathy, engaging in direct conversations, listening thoughtfully, and asking relevant questions. Although previously based in a cozy warehouse in Brooklyn, the organization is currently distributed globally, making this a remote role.
The company contributes 90% toward medical, dental, and vision insurance, as well as 75% for dependent coverage. Employees receive life and disability insurance along with membership to One Medical. Additional benefits include a generous work-from-home stipend, professional development reimbursement, and unlimited vacation days. Despite being in the early stages, there is a continual effort to invest in the long-term health, wellness, and ongoing education of employees.
Location: Anywhere
Posted: Sept. 6, 2024, 8:35 a.m.
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