As our Head of Customer Success, you will be part of a team that is instrumental in helping us achieve our vision.

Given our early stage, you will build a team and roll out fundamental structures and processes that will be leveraged across many teams, including engineering, product and go-to-market. You will be on the frontlines, learning as much as possible about our customers and ensuring that their needs are managed and exceeded. You should expect to feel like an owner in the business, which includes thriving in ambiguity, acting nimbly, and often working off-hours as required. 

This will be a challenging role and at times frustrating, but we promise you will learn the ins and outs of building a B2B SaaS business. You will work with a team based in NYC (HQ) and around the world. We are an early stage startup with just over 30 full-time employees and a handful of contractors; please note it will be quite different than an established institution with hundreds or thousands of teammates!

Folks with venture fund experience who have worked closely with founders and portfolio companies that are looking to pick up operating chops will likely find this role particularly compelling.  

What's the single most important trait to extract the most growth from this opportunity? We'd say the mindset to work super hard when inspired and passionate, while having no fear to speak openly, to the right people, when you’re not. 

Looking for more details? Some activities include: 

  • Understanding why a customer chose Teamstand, work with the customer to define measurable outcomes that achieve their goals with Teamstand in a way that scales
  • Establish a trusted advisor relationship, guiding your customers to achieving their goals
  • Manage roughly $2M book of business (at capacity)
  • Partner with customers via many channels to achieve successful outcomes with Teamstand
  • Drive and iterate on best practices playbooks and delivery channels to maximize onboarding, adoption, and expansion success at scale
  • Exceed OKRs and operational metrics, continuously improving processes to exceed customer expectations 
  • Leverage adoption and business insights to identify customer references, and preempt customer escalations
  • Achieve deep understanding of Teamstand's product, features and outcomes delivered
  • Build deep relationships across Revenue, Product and Engineering teams to improve customer experience and build advocacy 
  • Participate in strategic projects or initiatives to drive improvements across our go-to-market approach and customer experience 

What type of experience will likely be helpful? We're looking for:

  • Proven ability to drive change within organizations hesitant to disrupt their status quo
  • Passion for hiring, engaging, and developing exceptional talent
  • Proven ability to be a change agent by creating or adopting new customer programs that maximize customer satisfaction and drive the bottom line in a fast growing, dynamic company
  • Core strength is building trust and credibility with stakeholders at enterprise accounts
  • Skilled in managing business negotiations and escalations while finding win-win outcomes
  • Effectively creates alignment among internal cross-functional teams
  • Strong analytical skills and data driven mindset
  • Exceptional communication and presentation skills
  • Flexibility and agility to work cross-functionally in a fast-paced, innovative environment
  • 6+ years of experience in customer success in a B2B SaaS company, with 2+ years leading and growing others in a leadership capacity

What we offer you: 

  • The opportunity to learn 10x (through success and failure) with access to everything that comes with building a business
  • The chance to not only change the future of work and communication, but your own future as well
  • Competitive compensation and equity with medical, dental, mental health and vision benefits from day one

Teamstand is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status. All your information will be kept confidential according to EEO guidelines.

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