Perfect Venue
Head of Customer Success and Support
Perfect Venue, San Francisco, California, United States, 94199
Why Perfect Venue?Early Impact:
Work with a lean team that moves quickly.Proven Product:
Hundreds of paying customers and a #1 ranking on G2.Leadership Collaboration:
Work directly with the CEO & other company leaders.About UsPrivate events and catering can significantly increase restaurant revenue, but many restaurants are stuck using outdated, error-prone manual processes - unlike the sophisticated software employed by large chains.
Perfect Venue is leveling the playing field by offering local restaurants an affordable, user-friendly, event management tool to help local restaurants compete with big chains.
This is just the start, with plans to expand into a broader marketplace that includes venues and other event services (DJs, florists, etc).Recently featured in
TechCrunch
, Fortune, Axios, Eater, and others.Our Culture & ValuesWe are passionate about solving our customers' problems. Our core values drive everything we do:Customer Obsessed:
We prioritize our customers' needs above all.Exceptional Products:
We strive for excellence in every product we build.FITFO:
Figure It The F*** Out - we are resourceful and solutions-oriented.Play to Win:
We are competitive and aim for success.Think Like Scientists:
We embrace experimentation and first-principles thinking.Responsibilities
Manage and lead the Customer Success teamBuild and mentor a high-performing team of Customer Success ManagersSet department goals and objectives and track key performance metricsDevelop and implement processes and procedures to improve team efficiency and effectivenessProvide ongoing training and development opportunities for team membersCollaborate with other departments to ensure customer success and satisfactionOnboard new customersEnsure customers are onboarded successfully and achieve their desired outcomesDevelop new strategies to better onboard customers at scaleProvide exceptional customer supportHandle escalated customer issues and provide timely and effective resolutionEnsure customer support inquiries are responded to quickly and professionallyDevelop new strategies to better support customers at scaleDrive customer expansion and retentionProactively identify and address customer challenges or concernsMonitor customer health and engagement to proactively identify opportunities for upselling and cross-sellingMonitor and manage customer renewal processAbout YouYou are an experienced customer success professional with a passion for leading and developing teams. You have a proven track record in driving customer success and achieving high customer satisfaction and retention rates. You excel in a fast-paced startup environment and thrive in solving customer challenges. You are proactive, results-driven, and have exceptional communication and interpersonal skills.Need to Haves5+ years of experience in customer support, onboarding, and account management at early-stage SaaS startups2+ years of experience in a leadership or management roleProven track record of driving customer success and retentionExcellent organizational and time management skillsStrong understanding of customer success principles and best practicesImplemented support tools like Intercom, Zendesk, etc.Live in San FranciscoNice to HavesExperience with restaurant or event management software (Perfect Venue, OpenTable, Tock, Gather, Tripleseat, etc.)BenefitsMedical, Vision, and Dental InsuranceComplimentary One Medical membership for you and your family401(K)Flexible PTOCompany laptop + equipmentExtremely comfortable company swag (it's really soft)Company offsitesPerfect Venue is committed to building a winning teamWe provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We will work to provide reasonable accommodations to applicants with physical and mental disabilities.
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Work with a lean team that moves quickly.Proven Product:
Hundreds of paying customers and a #1 ranking on G2.Leadership Collaboration:
Work directly with the CEO & other company leaders.About UsPrivate events and catering can significantly increase restaurant revenue, but many restaurants are stuck using outdated, error-prone manual processes - unlike the sophisticated software employed by large chains.
Perfect Venue is leveling the playing field by offering local restaurants an affordable, user-friendly, event management tool to help local restaurants compete with big chains.
This is just the start, with plans to expand into a broader marketplace that includes venues and other event services (DJs, florists, etc).Recently featured in
TechCrunch
, Fortune, Axios, Eater, and others.Our Culture & ValuesWe are passionate about solving our customers' problems. Our core values drive everything we do:Customer Obsessed:
We prioritize our customers' needs above all.Exceptional Products:
We strive for excellence in every product we build.FITFO:
Figure It The F*** Out - we are resourceful and solutions-oriented.Play to Win:
We are competitive and aim for success.Think Like Scientists:
We embrace experimentation and first-principles thinking.Responsibilities
Manage and lead the Customer Success teamBuild and mentor a high-performing team of Customer Success ManagersSet department goals and objectives and track key performance metricsDevelop and implement processes and procedures to improve team efficiency and effectivenessProvide ongoing training and development opportunities for team membersCollaborate with other departments to ensure customer success and satisfactionOnboard new customersEnsure customers are onboarded successfully and achieve their desired outcomesDevelop new strategies to better onboard customers at scaleProvide exceptional customer supportHandle escalated customer issues and provide timely and effective resolutionEnsure customer support inquiries are responded to quickly and professionallyDevelop new strategies to better support customers at scaleDrive customer expansion and retentionProactively identify and address customer challenges or concernsMonitor customer health and engagement to proactively identify opportunities for upselling and cross-sellingMonitor and manage customer renewal processAbout YouYou are an experienced customer success professional with a passion for leading and developing teams. You have a proven track record in driving customer success and achieving high customer satisfaction and retention rates. You excel in a fast-paced startup environment and thrive in solving customer challenges. You are proactive, results-driven, and have exceptional communication and interpersonal skills.Need to Haves5+ years of experience in customer support, onboarding, and account management at early-stage SaaS startups2+ years of experience in a leadership or management roleProven track record of driving customer success and retentionExcellent organizational and time management skillsStrong understanding of customer success principles and best practicesImplemented support tools like Intercom, Zendesk, etc.Live in San FranciscoNice to HavesExperience with restaurant or event management software (Perfect Venue, OpenTable, Tock, Gather, Tripleseat, etc.)BenefitsMedical, Vision, and Dental InsuranceComplimentary One Medical membership for you and your family401(K)Flexible PTOCompany laptop + equipmentExtremely comfortable company swag (it's really soft)Company offsitesPerfect Venue is committed to building a winning teamWe provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We will work to provide reasonable accommodations to applicants with physical and mental disabilities.
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