Head of Customer Success

| Santa Monica
Tapcart makes launching a mobile shopping app easy, fun and attainable for every brand.
The world of shopping will one day be powered entirely by mobile, made possible by our products, team and vision.
We are inspired by the future of mobile. We work to inspire that future.
As the market leader in mobile Ecommerce, we focus on providing great experiences for our customers and for mobile shoppers worldwide. Our platform powers the mobile apps of some of the largest shopping brands, including Fashion Nova, Chubbies, The Hundreds and many more.
Tapcart is trusted by over 10,000 brands to launch and manage their mobile apps. We were recently featured at Google I/O, Shopify UNITE and in The Verge.
This role is perfect for an experienced B2B/SaaS customer success leader looking for their next home and challenge.
Someone who knows how to lead a team to deliver an exceptional customer experience, both proactively and reactively. A person flexible enough to understand what it takes to work in a startup environment while also strategizing for continued growth and scale.
A leader who believes that to win you must not only make the customer successful, but also your team members.
Our success team currently has two exceptional members and we’re looking to expand to six by the end of 2019. Your role is to lead this team, train them in best practices and help them excel and implement innovative ideas.

What you need to know.

  • Experience managing and hiring customer success teams
  • Creating processes and implementing automation to improve the customer experience
  • Working with SMB and Enterprise customers
  • Experience using CRMs (e.g. HubSpot) and Intercom live chat
  • Implementing and managing NPS and reporting
  • Creating strategies for reducing churn and increasing retention
  • Identifying, monitoring and reporting customer success KPIs

What you'll be doing.

  • Working and overseeing the customer success team
  • Collaborating with marketing and product teams to build stuff and solve problems
  • Communicating with larger (Enterprise) merchants on a regular basis to provide quality support and proactively ask and answer their questions
  • Running educational webinars for clients as a subject matter expert
  • Hiring, training and managing Customer Success team members
  • Identifying and reporting key metrics to the CEO (e.g. retention, account growth, customer success metrics, etc.)

Big bonus if you have.

  • Experience at a B2B and/or SaaS startup
  • Built and nurtured a positive customer success team culture
  • Scaled a B2B/SaaS startup to thousands of customers

Who we are.
We are a well funded, young and growing startup located in sunny Santa Monica, CA 🏖. Our employees and culture are very important to us and as such, we aim to make coming to work fun, challenging and rewarding for our team. We know that doing great work depends on showing up with creative solutions to face our many business challenges. It all starts with having good people, and helping them grow both personally and professionally. We can't wait to hear how your unique skills and personality will add to our company and culture.
Learn more about who we are and what we offer on our careers page, and check out some of our recent features on Google I/O, Shopify UNITE and in The Verge.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • KotlinLanguages
    • SwiftLanguages
    • ParseLibraries
    • ReactLibraries
    • RxSwiftLibraries
    • ExpressFrameworks
    • Node.jsFrameworks
    • MongoDBDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • AsanaManagement
    • TrelloManagement
    • HubSpotCRM
    • IntercomCRM

Location

Tapcart is a venture-backed startup in the heart of Silicon Beach.

An Insider's view of Tapcart

What's the biggest problem your team is solving?

The mobile e-commerce space is constantly growing and changing. Our customers look to us to stay ahead of the latest design and technology trends. The challenge we've solved is supporting every vertical, language, currency and consumer. It's amazing to shaping the mobile ecommerce industry with such a small team.

Nate

Engineering Manager

How has your career grown since starting at the company?

I first started at Tapcart when the team consisted of 4 people and I was brought on as the only designer. The mix of trust/responsibility paired with good vision/direction allowed me to learn more than I ever have in such a short time span. Top that with a work environment where we all learn from each other as well as have a great time together!

Alex

Lead Product Designer

What’s the vibe like in the office?

Tapcart’s office vibe is so positive and uplifting. I seriously look forward to coming in everyday, not only because I consider everyone a friend, but we’re all working together towards making an awesome product even better. We constantly collaborate between different teams and support one another, which makes for an awesome company culture.

Alex

Executive Assistant & Marketing Associate

What are Tapcart Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Diversity manifesto
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Health Insurance Benefits
Tapcart's covers up to 50% of out of pocket expenses for a top-tier health insurance plan.
Wellness Programs
Team workouts
Tapcart's team fitness initiatives include indoor rock climbing, basketball and walks on the beach.
Retirement & Stock Options Benefits
Employee Stock Purchase Plan
Tapcart allows qualified employees to purchase company shares at a discounted price.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Employees are paid on sick days.
Perks & Discounts
Casual Dress
Commuter Benefits
Tapcart offers commuter benefits for all employees, including free parking and compensation for public transportation.
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