Head of Customer Success

Datapeople helps recruiting teams make more thoughtful and accurate decisions about their recruiting process, from the job posts they write to the data they report on. We know that small changes can have big impacts and while we're very happy to serve some of the most forward-thinking talent teams on the planet including Conagra, Allianz, Square, Twitch, BuzzFeed, and Oscar Health. We are funded by some of the worlds most incredible venture capital firms including First Round Capital, Uncork Capital, GreatPoint Ventures, New Markets and Nextview ventures. Read more about our recent Series A in Forbes, and on our blog. At the heart of our mission is an absolute love for candidates and empathy for the challenges they face when trying to get a job.

Reporting to our CEO, you will lead the transformation of our Customer Success team to develop and implement strategies to enhance customer satisfaction and retention. You will apply data and customer insights to improve the overall customer experience. You will manage and grow a team tasked with building strong relationships with customers and ensuring their needs are met throughout their entire journey with the company, from onboarding through renewals. This role is perfect for you if you love getting deeply immersed in the product and the problem to help our customers elevate their entire recruiting process using Datapeople.

You will:

• Develop and implement a comprehensive Customer Success vision and strategy aligned with Datapeople's goals
• Take a hands-on approach as you continue to build the Customer Success team, developing it for scalability and sustained growth
• Create a value-driven and data-led model of the customer journey, and make sure all team members are aligned
• Determine the metrics, health scores, and goals relevant to each account and the team
• Implement strategies that enhance and integrate into Datapeople's Go-To-Market strategies and plans, working closely with Sales, Marketing, and Product
• Partner closely with sales to build comprehensive account plans and support account expansion
• Prepare regular reports on customer engagement performance, and customer growth metrics, highlighting successes and areas for improvement

This is a remote job and available to all candidates with work privileges currently residing in the United States.

You have:

• 6+ years of experience in Enterprise SaaS-focused customer success roles in early stage (series A / B) venture-backed startup environments
• Experience leading a customer success for a MM / Enterprise SaaS product
• Experience supporting mid-market and Enterprise books of business across a variety of industries with an understanding of account planning, and building a Quarterly Business Review (QBR) and Executive Business Review (EBR) cadence
• Previously owned the customer journey, can get in the weeds with the product and the recruiting space, and successfully build and lead a team of product experts
• Experience in segmenting customers based on firmographics, spend and other factors to build a deep understanding of our customer base
• Familiarity with how recruiting teams are structured and the recruiting process although experience in RecruitingTech / HRTech is not required

Our benefits:

• Comprehensive medical, dental, and vision benefits, including company-funded HSAs
• Additional healthcare perks like company-paid life insurance and memberships to One Medical and Kindbody
• Retirement benefits through Slavic401k
• Generous leave policies including PTO, sick leave, and parental leave
• A home office stipend

We come to work every day with the mission of making opportunities more accessible and the recruiting process fairer for candidates. We're a remote-first company with linguists, engineers, and scientists working all across the United States. For candidates residing within the United States, the anticipated base salary range for this position is $160,000 to $200,000 per year with additional annual bonuses and stock options. Actual compensation is determined by many factors including candidate experience and skills; location/market; and business needs.

We care deeply about fairness (it's our mission) so you can be ensured that your application will never be judged based on your religious belief, age, color, race, creed, marital status, gender, sexual orientation, political affiliation, ethnic origin, family status or disability.

 

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