Head of Customer Success
Getro is looking for a Customer Success Lead 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 double down on being the market leader in the venture capital world as well as explore new markets. This role will report to the COO.
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;
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 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
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, 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
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 A Customer Success Lead:
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
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.
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)
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.