Modal
Customer Success Leader
Modal, San Francisco, California, United States, 94199
[Full Time] Customer Success Leader at Modal (United States)Customer Success Leader
Modal United StatesDate Posted: 31 Oct, 2022Work Location: San Francisco, United StatesSalary Offered: $120,000 — $150,000 yearlyJob Type: Full TimeExperience Required: 6+ yearsRemote Work: YesStock Options: YesVacancies: 1 availableAbout ModalHave you ever bought a car? You may have experienced a purchase path that was designed decades ago. A path that was painful, uncomfortable, never-ending and left you dreading your next car purchase.At Modal, we are building the future of auto commerce for the world's largest auto brands and retailers. Modal's team is full of technology leaders from places like Google, Facebook, Tesla, Paypal, Accenture, and Modal is backed by notable investors like Y Combinator, Peter Thiel, Khosla Ventures, Honda Motor Company, and Ally Financial. Modal is a "complex coordination" of many different technologies, driving billions of dollars in automotive retail transaction volume every year, all while making buying a new car possible with just a few clicks. COVID has been an accelerator for our business, as car dealerships around the country pivoted to eCommerce to move their inventory during shutdowns. We recently announced our $15M Series A, and have rapidly expanded our team as a result.Modal is looking for a dynamic and results-driven Customer Success Leader who’s extremely passionate about customer advocacy and growth. This position is for a forward-thinking and proactive leader with an eye for talent and recruiting, and has strong analytics chops with a proven track record. Our Customer Success Leader will manage, build, and lead a Customer Success team that is geographically dispersed across the country. This role will manage both our dealership customers as well as play an outsized role in our Strategic Program management with national car brands like Honda. This team supports the overall success of our customers and drives the expansion of our business by retaining and growing our existing accounts.This is a high-paced role, for a leader that is excited to manage a large team responsible for a portfolio of ~1,000 accounts and nearing $10M in ARR, and growing extremely quickly.ResponsibilitiesDevelop a disciplined and rigorous vision for the overall Customer Success mission on an operational and strategic levelBuild a culture focused on customer value proposition and consultative approach to customer managementBe one of the leading voices of customer on the senior management teamEstablish quantifiable and measurable success criteria for all customer segmentsBuild differing strategies for enterprise, mid-market, and SMB customer segmentsUse quantitative and qualitative analysis to drive operational excellence in the areas of onboarding, adoption, renewal, up-sell, and churn reductionWork cross-functionally internally across Product, Sales, Marketing, and Engineering to help our customers be successfulServe as one of the key leaders driving relationships with our customers and empowering them to be Modal championsOwn the P&L of the Customer Success organizationQualifications5+ years of Customer Success leadership experienceExperience hiring and managing a team of greater than five customer success managers, ideally in a remote or distributed settingExperience at a SaaS and Product led-organization, and with experience at ACVs from $10k-$500kDemonstrated track record of establishing Customer Success programs that drive strong relationships and ultimately business retention and growthExperience setting up CS analytics and revenue management infrastructure in Salesforce or other CS platformWe hire fast. Full-time with A+ benefits & equity option. Must be located in the United States. Prefer candidates in San Francisco / Bay Area. Agencies welcome.
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Modal United StatesDate Posted: 31 Oct, 2022Work Location: San Francisco, United StatesSalary Offered: $120,000 — $150,000 yearlyJob Type: Full TimeExperience Required: 6+ yearsRemote Work: YesStock Options: YesVacancies: 1 availableAbout ModalHave you ever bought a car? You may have experienced a purchase path that was designed decades ago. A path that was painful, uncomfortable, never-ending and left you dreading your next car purchase.At Modal, we are building the future of auto commerce for the world's largest auto brands and retailers. Modal's team is full of technology leaders from places like Google, Facebook, Tesla, Paypal, Accenture, and Modal is backed by notable investors like Y Combinator, Peter Thiel, Khosla Ventures, Honda Motor Company, and Ally Financial. Modal is a "complex coordination" of many different technologies, driving billions of dollars in automotive retail transaction volume every year, all while making buying a new car possible with just a few clicks. COVID has been an accelerator for our business, as car dealerships around the country pivoted to eCommerce to move their inventory during shutdowns. We recently announced our $15M Series A, and have rapidly expanded our team as a result.Modal is looking for a dynamic and results-driven Customer Success Leader who’s extremely passionate about customer advocacy and growth. This position is for a forward-thinking and proactive leader with an eye for talent and recruiting, and has strong analytics chops with a proven track record. Our Customer Success Leader will manage, build, and lead a Customer Success team that is geographically dispersed across the country. This role will manage both our dealership customers as well as play an outsized role in our Strategic Program management with national car brands like Honda. This team supports the overall success of our customers and drives the expansion of our business by retaining and growing our existing accounts.This is a high-paced role, for a leader that is excited to manage a large team responsible for a portfolio of ~1,000 accounts and nearing $10M in ARR, and growing extremely quickly.ResponsibilitiesDevelop a disciplined and rigorous vision for the overall Customer Success mission on an operational and strategic levelBuild a culture focused on customer value proposition and consultative approach to customer managementBe one of the leading voices of customer on the senior management teamEstablish quantifiable and measurable success criteria for all customer segmentsBuild differing strategies for enterprise, mid-market, and SMB customer segmentsUse quantitative and qualitative analysis to drive operational excellence in the areas of onboarding, adoption, renewal, up-sell, and churn reductionWork cross-functionally internally across Product, Sales, Marketing, and Engineering to help our customers be successfulServe as one of the key leaders driving relationships with our customers and empowering them to be Modal championsOwn the P&L of the Customer Success organizationQualifications5+ years of Customer Success leadership experienceExperience hiring and managing a team of greater than five customer success managers, ideally in a remote or distributed settingExperience at a SaaS and Product led-organization, and with experience at ACVs from $10k-$500kDemonstrated track record of establishing Customer Success programs that drive strong relationships and ultimately business retention and growthExperience setting up CS analytics and revenue management infrastructure in Salesforce or other CS platformWe hire fast. Full-time with A+ benefits & equity option. Must be located in the United States. Prefer candidates in San Francisco / Bay Area. Agencies welcome.
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