The Role

You will oversee a department of 10+ employees on our Implementation and Onboarding Services. You will be a positive mentor, coach, and role model to team members, playing an active role in development and growth. You will ensure each team is operating at a high level and maintaining good customer service by establishing clear goals and tracking. You will maintain quality metrics and customer satisfaction scores by enabling your teams to deliver service in a timely and high quality fashion. You will evaluate our current processes and update them as needed to ensure the longevity and retention of our customer relationships.

As we continue to grow, you will scale our customer processes to move upmarket and optimize for efficiency and customer experience. You will participate in developing new strategies for increasing adoption, driving upsells, ensuring retention, and customer advocacy across multiple customer segments. You will scale team operations by improving the customer experience from the initial time of sale through the product adoption phase. You will develop a long term services strategy for high-end clientele and contribute to the development of new services and additional revenue streams. You will find opportunities to improve the quality and marketing results of our digital marketing services through testing different strategies. You will identify tactics to improve margins of our digital marketing services and take proactive measures to influence practice marketing plans.

You will stand out with:

• Experience managing a customer success department of 5+ employees
• Experience scaling a software or technology company through high growth and moving up market
• A proven track record of increasing customer satisfaction, adoption, and retention
• Experience working in a startup environment
• Experience leading teams to success through data driven decisions and insight
• You are required to have a bachelors degree for this position 

The Emotive Story

At Emotive, our vision is an internet that is more human. Since our launch in 2018, Emotive has become the product of choice for over 700+ eCommerce companies to drive more sales and build more personal relationships with customers.

We’re extraordinarily proud of the company we’ve built. We’re a driven, passionate, responsible group that values personal and professional growth equally. We take care of ourselves, our families, our customers, and one another. We believe in sustainable and diverse approaches to work and life, because optimizing for the long-term is the best path to success.

Our company is distributed, with remote team members worldwide and headquarters in Los Angeles. We offer competitive salaries, meaningful equity, and generous benefits. And you get to work on a product people absolutely love!

Benefits:

Emotive offers an array of benefits including competitive salaries, stock options, health coverage, 401K matching, commuter benefits, and a generous vacation policy.

Diversity & Inclusion at Emotive

Emotive is committed to bringing together individuals from different backgrounds and perspectives. We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together.

We are proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, Veteran status, or any other legally protected status.