We build mobile apps for hospitality homes across North America. A hospitality home is a home away from home for families that are caring for someone receiving treatment at the local hospital. While this is our start niche, our goal is to make mobile apps available to nonprofits to help provide further support to the people they help. While we are starting with a family centered mobile app, we also have spaces for volunteers and donors to become even more connected with the nonprofits they help.

Our mobile app helps houses increase two way communications, provide greater social/emotional support and greater customer service before, during and after their stay at the house. We currently have 11 partnered houses (all Ronald McDonald Houses) across North America. They helped us design and build the functionality within the mobile app and are so excited to get started. This is a critical stage for our company as we launch our product and start to expand and scale. In my mind, there is no greater importance for us right now than Customer Success. You will be given any and all resources to accomplish your job and help our partnered houses support their families. More so than Customer Success, I am also looking for a partner to grow this company with.

Here is the job description:

Position Overview:

Given our business model, where our customers pay us over time, Customer Success is absolutely vital to our long-term profitability. We will not be successful unless our customers are receiving massive value from our service. As such, we need a senior executive to own driving success for our customers. This role includes responsibilities for Customer Success activities (e.g., on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.).

Responsibilities:

• Drive Customer Success Outcomes
  • Increase renewal rates and reduce churn
  • Expand our revenue in accounts through cross-sell and up-sell
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
  • Drive new business growth through greater advocacy and reference-ability
• Define and Optimize Customer Lifecycle
  • Map customer journey
  • Develop listening points in journey (e.g., usage, satisfaction, etc.)
  • Standardize interventions for each point in journey
  • Define segmentation of customer base and varying strategies
  • Identify opportunities for continuous improvement
  • Learn from best practices in industry
• Manage Customer Success Activities
  • Onboarding
  • Training
  • Professional Services
  • Customer Support
  • Customer Success Management
  • Renewals
  • Cross-sell / Up-sell
  • Advocacy
• Measure Effectiveness of Customer Success
  • Define operational metrics for team
  • Establish system for tracking metrics
  • Create cadence for review within team
  • Expose subset of metrics to executive team, company and board
• Lead World-class Customer Success Team
  • Recruit experienced leaders for each functional role
  • Attract high potential individual contributors into team
  • Create rapid onboarding process for new team members
  • Foster collaboration within team and across customer lifecycle
  • Encourage continuous learning within team
• Enhance Effectiveness and Efficiency Through Technology
  • Support systems
  • Customer marketing software
  • Reference and advocacy solutions
  • Customer Success Management platform
• Inspire Customer Success Across Company
  • Create company-wide culture of Customer Success
  • Align with Marketing around marketing to existing clients
  • Align with Product around driving product roadmap
  • Align with Sales around cross-sell and up-sell and focus on selling with a retention focus
  • Align with Finance around measurement and forecasting
  • Align with Executive Team around key metrics and objectives
  • Drive company-wide definition of ideal customer
  • Create company-wide customer feedback loop