Haystack
Head of Customer Success
Haystack, San Francisco, California, United States, 94199
[Full Time] Head of Customer Success at Haystack (United States)Head of Customer Success
Haystack United StatesDate Posted: 31 Oct, 2022Work Location: San Francisco, United StatesSalary Offered: Not SpecifiedJob Type: Full TimeExperience Required: 3+ yearsRemote Work: YesStock Options: NoVacancies: 1 availableAbout Haystack
Our Product and Mission: Haystack helps engineering teams become world class through delivery analytics. Teams use our product to measure, improve, and establish best practices through analytics & alerts.We’re backed by Y Combinator and the same people who built Doordash, Airbnb, and Optimizely. We work with world-class engineering leaders at companies like Microsoft, Robinhood, and The Economist.Why Haystack: Work directly with founders and a close-knit team of hustlers. We've all got experience building and scaling startups. You'll have the unique opportunity to scale a business from the ground up. If you're the type of person that loves new challenges, learning new things, taking on more responsibility, and seeing how your work impacts customers on a daily basis - then we'd love to meet you.About the Role
This role is primarily responsible for working with Haystack customers to make sure Haystack’s product delivers the value we promise. You will lead CS and should become an expert on Haystack’s product, understand customer needs, advise customers on how to best use Haystack, build relationships, and implement programs that will increase the business’ revenue potentials and minimize churn rates.What You'll Do
Establish clear client retention goalsProcess milestones for the clients and employees to work towardAssist customers with setting up and navigating programs or softwareImprove customer onboarding processes and mutual implementation plansPromote the value of the productUpsell services and products with the brand imagePromote value through customer experienceAssist in creating training courses and educational materialsEvaluate and improve tutorials and other communication infrastructureDevelop and manage client portfoliosAnalyze customer data to improve customer experience and identify churn-risk customersMediate between clients and the internal teamHandle and resolve customer requests and complaintsMinimize customer churnAid in product design and product development by sharing insights from your customer conversationsWhat We're Looking For
Proven work experience as a Customer Success Manager or similar roleIdeally experience with mid-market and enterprise companiesExperience working with brand image and promoting value through customer experienceExceptional ability to communicate and foster positive business relationshipsTechnical skills required, as they relate to the use of the product or serviceExperience running experiments to understand what efforts drive customer and company valueAccountability and personal organization are essentialExperience in managing a diverse group and training each according to company standardsStrong academic performance at a top-tier schoolDetails
Details: Full time role. Fully Remote.Compensation: $80-100K+ USD + generous early employee stock optionsBenefits:
Unlimited vacation100% remote-work environment.
#J-18808-Ljbffr
Haystack United StatesDate Posted: 31 Oct, 2022Work Location: San Francisco, United StatesSalary Offered: Not SpecifiedJob Type: Full TimeExperience Required: 3+ yearsRemote Work: YesStock Options: NoVacancies: 1 availableAbout Haystack
Our Product and Mission: Haystack helps engineering teams become world class through delivery analytics. Teams use our product to measure, improve, and establish best practices through analytics & alerts.We’re backed by Y Combinator and the same people who built Doordash, Airbnb, and Optimizely. We work with world-class engineering leaders at companies like Microsoft, Robinhood, and The Economist.Why Haystack: Work directly with founders and a close-knit team of hustlers. We've all got experience building and scaling startups. You'll have the unique opportunity to scale a business from the ground up. If you're the type of person that loves new challenges, learning new things, taking on more responsibility, and seeing how your work impacts customers on a daily basis - then we'd love to meet you.About the Role
This role is primarily responsible for working with Haystack customers to make sure Haystack’s product delivers the value we promise. You will lead CS and should become an expert on Haystack’s product, understand customer needs, advise customers on how to best use Haystack, build relationships, and implement programs that will increase the business’ revenue potentials and minimize churn rates.What You'll Do
Establish clear client retention goalsProcess milestones for the clients and employees to work towardAssist customers with setting up and navigating programs or softwareImprove customer onboarding processes and mutual implementation plansPromote the value of the productUpsell services and products with the brand imagePromote value through customer experienceAssist in creating training courses and educational materialsEvaluate and improve tutorials and other communication infrastructureDevelop and manage client portfoliosAnalyze customer data to improve customer experience and identify churn-risk customersMediate between clients and the internal teamHandle and resolve customer requests and complaintsMinimize customer churnAid in product design and product development by sharing insights from your customer conversationsWhat We're Looking For
Proven work experience as a Customer Success Manager or similar roleIdeally experience with mid-market and enterprise companiesExperience working with brand image and promoting value through customer experienceExceptional ability to communicate and foster positive business relationshipsTechnical skills required, as they relate to the use of the product or serviceExperience running experiments to understand what efforts drive customer and company valueAccountability and personal organization are essentialExperience in managing a diverse group and training each according to company standardsStrong academic performance at a top-tier schoolDetails
Details: Full time role. Fully Remote.Compensation: $80-100K+ USD + generous early employee stock optionsBenefits:
Unlimited vacation100% remote-work environment.
#J-18808-Ljbffr