Getro is looking for a Head of Customer Success to lead the function and manage our customer success team. We’re looking for a leader who will build a consultative and strategic approach to customer success as we explore new markets and double down on leading the market in the venture capital world. This role will report to our COO. 

What’s Getro: 

Getro is on a mission to become the platform of choice for making professional introductions by combining technology and human empathy.

We have two products:

  • GetroJobs, which automatically aggregates jobs across a network of companies and provides job seekers with an engaging job search experience;
  • GetroConnect, which allows talent (active and passive job seekers) and companies to connect with one another, facilitating introductions and referrals within networks. 

If you’ve ever hired or been hired through a referral, you’ve seen for yourself how powerful the right introduction can be. That’s the power of Getro.  

You, as an expert: 

  • 5+ years of direct experience across multiple post-sales functions (Customer Success Management, Professional Services, Customer Support…) with at least 1 year of management experience 
    • You’ve lead initiatives around value consulting, upselling, and expansion revenue
    • Prior experience building a customer success team at an early stage B2B SaaS company
    • Prior experience following product-led growth strategies to acquire and onboard new customers
  • Excellent communication skills (verbal and written) 
  • Sharp interviewing and information gathering skills
  • Experience creating and delivering presentations to customers and cross-functional, internal stakeholders
  • Experience working closely with product teams to represent the voice of the customer and facilitate discovery work 
  • Knowledge of our tech stack or similar products: Freshdesk, Vitally, Chargebee, Hubspot, Google Analytics, Jira
  • Past success analyzing data, delivering recommendations and executing programs to improve customer outcomes and experiences
  • Strategic mindset and understanding of our customer personas: venture capital funds, economic development organizations, and professional communities 
    • Bonus points for experience working in or with the venture capital industry
  • Effective project management skills with a proven record of working successfully on multiple projects simultaneously
  • Experience working remotely, ideally as a manager 

You, as a person: 

  • You are proactive and performance-driven. You make things happen.
  • You are extremely resourceful and comfortable with ambiguity.
  • You practice committed ownership:
    • You own your projects from beginning to end.
    • You ask for buy-in to make better decisions, but aren’t paralyzed without it.
    • When things go wrong, you accept accountability for your part without blaming others.
    • You share learnings openly.
  • You are a team player with a high level of integrity and desire to assist your team and customers.
  • You are a proactive communicator.
  • You live between the PST and EST time zones.

A Week in the Life of Our Head of Customer Success:

  • Running a meeting with the sales team to brainstorm strategies to improve the prospect to customer handover process, addressing relationship / rapport transfer, data hygiene, and process concerns
  • Holding one to ones with the three Customer Success and Experience team members you manage 
  • Jumping on a recorded call with a customer at risk of churning to try to retain the account, sharing your learnings with product and adding relevant notes to Product Board
  • Designing an expansion revenue campaign around the launch of our second product, setting the metrics to define success and building the collaterals your team will need to meet your objectives
  • Presenting a proposal you’ve been working on to the CEO and COO to restructure the team to manage more accounts per CSM 
  • Driving content for our customer newsletter, pulling from Product, Sales, and Operations to compile the most relevant content for our customers  
  • Analyzing spreadsheets of customer data to understand engagement to provide recommendations to the Product, Sales and Marketing teams as well as designing new processes for the customer success team 
  • Checking in with a new hire to ensure he / she is excelling at owning the day to day relationship with our customers and helping our customers achieve their desired outcomes with our products, providing feedback on their product demos 
  • Writing product documentation and a campaign to drive adoption and ongoing usage of a new product feature launched this month


  • 100% remote, 100% flexible: We trust each member of our team to work when they wish, and from a location they choose (between the PST and CET time zones). We believe in working smarter, not harder - we don't value  presenteeism. 
  • Salary: $90-$110k + variable compensation
    • Why the range? We decide salaries based on the cost of living where you're based 
  • $200 / month cash coworking stipend 
  • Generous Employee Stock Options with an attractive strike price
  • Unique culture: we’re humans first and believe that work is more fulfilling when we can show our full selves to the people we work with.
  • Work alongside a diverse, fully distributed team of 21 core members from 7+ countries
  • Make an impact: help shape the path of an early-stage team

About Getro: 

Our customers: 

We help 700+ independent professional networks — including venture capital funds (Lerer Hippeau), accelerators (Techstars), membership communities (Chic Geek), economic development organizations  (Launch Tennessee ), universities (University of Toronto), and more — make better introductions for their member and measure the outcomes of their intros.

Our team: 

  • Techstars 2017 graduates
  • Our co-founders have been working together in the recruiting space for the last 10 years and are multi-time founders
  • Remote-first company, from 2018 (before covid) 
  • 21 team members across 7+ countries (hear from Ted & meet Thomas from our team)
  • As a fully remote company, we don't have offices, but we do get together virtually and in-person for Summits (Germany, Cape Town, San Fran, Portugal...) 

How we work:

We're ambitious but realistic - we know anything worth doing takes time. We trust each member of our team to work when they wish, and from a location they choose. We believe in working smarter, not harder - we don't value presenteeism and we're not impressed by long working hours. Above all, we value the contribution of each individual and take seriously our responsibility to enable you to work on things you love. These aren't just words - they're part of everything we do, including how we design our products.

Apply for this Job

* Required
resume chosen  
(File types: pdf, doc, docx, txt, rtf)

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Getro’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Autism
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
  • Blind or low vision
  • Cancer
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or hard of hearing
  • Depression or anxiety
  • Diabetes
  • Epilepsy
  • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
  • Intellectual disability
  • Missing limbs or partially missing limbs
  • Nervous system condition for example, migraine headaches, Parkinson’s disease, or Multiple sclerosis (MS)
  • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.