Overview:
Full-time role with company benefits based in Venice Beach, California. We offer a competitive salary in a growth focused & collaborative team environment. Perks include our beach-front office, free coffee and snacks, as well as unlimited PTO.

Job description:
The Customer Success Lead is the driving force ensuring that customers love our products. This includes activities in the entire lifecycle of the customer including acquisition, retention, reactivation, and support. Customer Success works directly with Product, Marketing, Finance, and Operations teams to improve the customer lifecycle. 

Responsibilities:

• Set the overall vision and provide leadership for our Customer Success team

• Build, manage, and coach an insourced and outsourced team, implementing training programs

• Focus on consistent brand voice throughout support channels (in particular across social)

• Help determine the right mix of support to offer (phone, email, live chat, social)

• Personally respond to customer inquiries, especially at the start

• Create company-wide customer feedback loop, specifically with the Product and Operations teams

• Measure effectiveness of customer success by defining operational metrics, tracking systems, and reporting to the executive team, i.e. customer support response time, satisfaction score

• Help foster a culture of customer centricity by aligning with Product, Marketing, Ops, Finance, and Executive teams to drive initiatives centered on our customer’s success

Requirements:

• 2+ years in Customer Success and/or Customer Support roles in Tech companies, ideally in SaaS or DTC offerings

• Experience managing, training, and/or coaching individuals

• Strong empathy for customers and a passion for revenue growth and providing world-class customer support

• Solid understanding of technology (incl. cloud-based web applications)

• Experience working a support platform (i.e. Helpscout, Zendesk)

• Excellent communication and presentation skills

• Comfort with a rapidly evolving work environment; with experience in taking initiative

• Bachelor degree