We are currently assisting our client, a cutting-edge and rapidly growing 3D scanning app organization, with their search for a Head of Customer Success to be the first leader of their Customer Success efforts.
Location: Remote (Based out of San Francisco, CA)
Benefits: The compensation package includes medical, dental, vision, financial, and other benefits and equity. Our client also offers additional tax advantage offerings including Dependent Care FSA and Health Savings Account, access to a 401(k) plan, and professional development coaching services
Salary: $120,000 – $180,000. Base pay offered may vary considerably depending on job-related knowledge, skills, experience, and equity offered.
Job Opportunity:
Our client is seeking a Customer Success Leader to spearhead support and customer education initiatives. The team manages various inquiries across platforms such as email, user feedback forms, and online communities. They are in search of a capable manager experienced in team building and expansion to elevate customer success efforts to industry-leading standards. Initially, you'll engage with customers to understand product insights and usage patterns. As a pioneer in customer success, you'll have autonomy to shape a team and significantly influence how our client interacts with customers.
Desired Attributes:
Adaptable and positive individual capable of evolving with role requirements.
Independent and inspiring leader eager to thrive in a dynamic startup environment.
Proficient in communication, both verbal and written.
Optimistic and organized planner adept at crafting systems for enhanced customer assistance.
Enthusiastic about 3D capture and passionate about pioneering technologies.
Responsibilities:
Establish and oversee a team of support agents to assist users with inquiries, technical challenges, and product appreciation
Efficiently manage various customer support channels, including dedicated services for enterprise clients.
Generate regular reports highlighting critical customer issues, collaborating closely with the product team to address them.
Develop and manage a user-friendly knowledge base integrated into the platform.
Requirements:
Minimum of 2 years' experience leading a customer support team in a technology-driven company.
Proven track record in operational enhancements, process design, metric establishment, and team management.
Proficiency in customer support software like Zendesk or Kustomer.
Demonstrated experience in creating and maintaining user-facing knowledge bases.
Preferred Qualifications:
Experience in establishing and expanding customer support operations within a startup environment.
Familiarity with 3D software.
Exposure to supporting subscription-based products and enterprise customers with high expectations for rapid response times.
About Hansell Tierney:
Hansell Tierney is one of the premier staffing and recruiting companies in the Pacific Northwest. Launched in 2001, we are a woman-owned business that serves and staffs Northwest organizations by doing things the right way, not just the easiest way. Hansell Tierney partners with candidates and clients to match the best candidates with interesting local opportunities. We navigate every relationship with the highest level of discretion and service while holding ourselves accountable to our promises. Our business thrives on our deep understanding of the job market and our ability to skillfully tailor our recruitment process to meet our clients' unique needs.
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