Head of Customer Success

Summary

Join Constructor, a San Francisco-based company that specializes in AI-first solutions for enterprise ecommerce, as Director, Customer Success - Americas. This newly-created leadership role will help shape and lead the growing customer experience function within the Americas region.

Requirements

• A minimum of five years professional experience dealing directly with customers and large organizations in a role within customer success
• A minimum of three years in a leadership role within Customer Success
• Have or be able to quickly gather a strong understanding of APIs. Specifically, understanding their structure, functionality, integration points, and potential challenges to drive seamless data exchange and enhance application performance

Responsibilities

• Lead, develop and scale a team of high-performing Customer Success Managers
• Establish and implement proactive processes and systems that successfully retain and delight our existing customers
• Create effective partnerships and lead close coordination across the post sale customer lifecycle inclusive of Customer Success, Customer Marketing, Account Management and the rest of the Constructor go-to-market and leadership teams
• Create and deploy Customer Experience strategy for each customer and assign coverage of key players (from day-to-day management up to executive stakeholders) to our Americas based customers
• Be able to personally create and maintain executive-level value with executives at our customers based on Constructor’s value prop, and be able to teach this approach to the rest of the Americas based Customer Success team
• Lead cross-functional calls to discuss all aspects of our customers with a focus on retention, partnership strategy and helping to craft and dictate both the internal and external narratives of what is needed to make a customer successful

Benefits

• Fully remote team - choose where you live
• Work from home stipend! We want you to have the resources you need to set up your home office
• Apple laptops provided for new employees
• Training and development budget for every employee, refreshed each year
• Parental leave for qualified employees