Head of Customer Success

Job Description

Head of Customer Success

Are you adamant that Customer Success is more than just the responsibility of the CS team? Do you constantly think about how you can optimize your customer’s experience? Do you ruthlessly track KPIs and metrics to continue to strengthen team performance? Are you tenacious when it comes to sharing the voice of the customer with the Product team? Yup, we’re definitely looking for you!

At Clubhouse, we’re building project management software for software and product teams that people actually want to use. Ask an engineer how they feel about Jira and you’ll understand why we think the market is so big. Already thousands of the fastest-growing software companies use Clubhouse to plan and build software, including Dataiku, Scale AI, FullStory, and LaunchDarkly.

We’re looking for a dynamic, data-driven, and charismatic Customer Success leader who is ready to scale our small (but mighty) CSM team. The team has recently shifted to focus on our higher revenue customers with an emphasis on retention and adoption. You’ll be responsible for driving process, engagement and enablement, developing and scaling our tech touch model, engaging customers to drive positive business outcomes, all while hiring a team of managers and individual contributors. You’ll be working with SMB, Mid-Market and Enterprise customers.

Salary Range: $175,000 to $250,000 USD on target earnings (OTE)

What You’ll Do:

• Lead our CSM team to drive user adoption, technical success and long term partnership with our customers
• Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores and expand our revenue in accounts through cross-sell/up-sell
• Develop a customer lifecycle journey complete with multiple milestones
• Define and execute on a scalable strategy for driving adoption and growth across the customer base, including developing and scaling our tech touch model
• Develop thoughtful and strategic offerings which engage customers at key points in the Customer lifecycle to drive product adoption, value realization, and delight customers
• Partner with Sales to identify risk and opportunities within all accounts
• Partner closely with Product/Eng to share the voice of the customer / provide feedback on the product roadmap, as well as relay product information back to our customers
• Define operational metrics and apply a results oriented approach execute the plan to achieve and exceed them
• Attract, recruit, inspire and retain the best talent

What you need:

• Experience managing Customer Success at a hyper-growth Saas company
• Strong empathy for customers --and-- passion for revenue and growth
• Analytical and process-oriented mindset
• Track record of driving positive customer success outcomes: retention, expansion, churn reduction, client advocacy and account lifetime value
• Deep understanding of value drivers in recurring revenue business models
• Proven ability to develop strategies, translate them into initiatives and track successful delivery
• Strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams
• Ability to manage influence through persuasion, negotiation, and consensus building
• Technical expertise and ability to acquire knowledge of new products and constructively engage with product leadership to help shape the product roadmap
• Experience with SaaS business models a plus and familiarity with MRR, ARR, churn and customer life-cycles

What sets you apart from other applicants:

• Combined background of pre- and post-sales experience
• Experience selling, supporting, or using other project management tools like Jira, Trello, Asana, Monday, Clickup
• Successfully standing up and scaling a tech-touch CS motion
• Experience building, managing and maintaining world-class client-facing teams
• Tenacious growth mindset and a drive to build a best-in-class customer success organization

Sound right up your alley? Want to learn more? So do we! Submit your credentials in whatever format you feel is best. But don’t stop there, give us a few reasons to really get excited about you - share your thoughts on:

1. What’s the most important lesson you’ve learned in your career? Why?
2. What’s one of the most interesting things about you that’s not reflected on your resume?
3. What’s the last thing you learned that you really want to share? Where did you learn it and why do you want to share?

No need to write a novel, just a few bullets to bring your profile to life!

Clubhouse.io provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or disability.