Remote Head of Customer Success

Summary

The Head of Customer Success at Stacker will lead the customer success function for brand partnership products (Studio and Connect), develop strategies to ensure client satisfaction, oversee a team responsible for on-time delivery of story assets, and collaborate with other teams. The role requires 5-8 years of experience in a customer success, revenue operations, or customer operations role.

Requirements

• 5-8 years experience in a customer success, revenue operations, or customer operations role
• Strong understanding of customer success and sales metrics and best practices
• Strong analytical and problem-solving skills, with experience using data and analytics to improve performance

Responsibilities

• Establish and lead the new customer success function for brand partnership products (Studio and Connect)
• Develop and implement strategies to ensure client satisfaction
• Oversee the team responsible for on-time delivery of story assets
• Collaborate with Account Management and Sales to operationalize systems and define key metrics that reflect customer satisfaction and operational efficiency
• Create and execute a comprehensive customer success strategy to enhance client satisfaction and retention
• Work with Head of accounts to define SLA’s and escalation points; build on-time deliverable playbook
• Lead a best-in-class customer success team tracking performance, mentoring and developing team members, and holding teams accountable
• Track response time for email communications
• Train team on navigating our internal newsroom and various story creation and distribution processes
• Measure team on customer satisfaction scores based on the various interactions the team has with the client day-to-day
• Oversee the delivery of high-quality story assets and deliverables tailored to client needs and objectives
• Hold team accountable to delivering all assets on time
• Collaborate closely with product managers to identify opportunities to improve internal processes that affect client deliverables
• Develop and implement efficient workflows and best practices to enhance operational efficiency and scalability
• Oversee CRM and project management systems and other operational tools, ensuring they are optimized to support business objectives

Preferred Qualifications

• Management experience a plus
• ClickUp and Hubspot experience a plus

Benefits

• Equity Stock Option Program
• Full Health & Dental Coverage
• Remote Team
• Unlimited PTO
• 3 Months of Paid Family Leave
• Annual Team Offsites
• Monthly Virtual Social Events
• Awesome & Inclusive team culture!