Senior Customer Success Lead

Overview

The Role

Customers and RevenueCats (people that work here) generally love the clear alignment of incentives we’ve achieved by pricing based on how much money a customer makes: Across the entire organization, we’re uniquely motivated to help our users make more money.

This alignment of incentives helped create a unique customer success motion: We want customers to successfully implement and adopt RevenueCat, but after that we aim to:

• Share data that provides perspective,
• Present tactics that are actionable, and
• Make introductions to peers and advisors that help discover new avenues of growth.

We’re looking for a Senior Customer Success Lead to build out the team and processes to deliver on those objectives. You’ll join CSM’s Brennan and Charles, and report into a joint Marketing and Success department led by our VP of Marketing Rik.

As our new Senior Customer Success Lead, you’ll manage a number of customer relationships yourself, but – as your understanding of our platform and customers grows – will implement effective new processes, hire stellar talent, and find novel ways to deliver on our customers’ ambitious goals.

What you’ll be responsible for

Together with the rest of the team, you’ll manage and nurture customer relationships to ensure they successfully implement and adopt RevenueCat, while providing them with a flow of insights and tactics that have the potential to help them grow their business.

As the Senior Customer Success Lead specifically, you’ll ensure the team has the right tools and training to excel, refine and optimize Customer Success processes, and contribute to goal setting and strategic direction for the Success motion within RevenueCat.

Within the first month, you’ll:

• Gain understanding of RevenueCat’s use cases, its customers, and the broader ecosystem in which we operate
• Meet with people across Marketing, Sales, Product, and Customer Success to build your understanding of our internal processes and dynamics
• Sit in on as many customer calls as possible, ranging from implementation calls to more strategic EBRs or workshops
• Present your “first ship”, a RevenueCat onboarding tradition where you create and share something meaningful with the rest of the team based on your first two weeks in the role. Examples could be:
  • A blogpost about a tactic you’ve heard described in a customer call,
  • Host a ‘managed customers only’ private webinar with an external expert,
  • An iteration on the deck we use for kick-off calls with new customers, or
  • Whatever you’re inspired to do
• Conduct initial meetings with a handful of customers to introduce yourself and discuss their needs and goals

Within the first 3 months, you’ll:

• Begin managing your own portfolio of customer relationships with support from the existing CSMs, including a few ‘net new launches’ (new customers who will need to implement and adopt RevenueCat from scratch)
• Collaborate with the wider organization as you develop the Customer Success strategy outlining how we’ll use ‘high touch’ relationships to maximise the value our customers experience from using RevenueCat (we all know this plan will change 100 times over as we execute, and that’s fine)
• Begin to track and report on key Success metrics to measure progress and impact
• Work with our internal app growth experts, as well as external consultants to deepen your understanding of revenue growth practices

Within the first 6 months, you’ll:

• Implement the Success strategy and start seeing the impact of new initiatives
• Develop and refine processes to onboard, support, and help grow customers
• Refine your ability to spot, distill, and share actionable insights based on customer meetings, RevenueCat data, and industry developments
• Work directly with the Product team to build and maintain awareness of customer needs in product development and direction
• Scope out a role for an extra CSM, and kick off the hiring process (and maybe even close a great candidate, though we try to optimise for ‘who’ not ‘when’)

After 12 months, you’ll have:

• Built a scalable and measurable Customer Success program, where new customers onboard rapidly and effectively, and we’re able to play a meaningful role in accelerating the growth for existing customers
• Hired and developed your first team members to support the growing customer base
• Contributed significantly to the sold customer NPS and Net Revenue Retention through successful relationship-building and collaboration

What you’ll need to be successful

• 7+ Years of experience in Customer Success in a B2B or B2D (Business to Developer) SaaS environment, managing and nurturing customer relationships to drive successful implementation and adoption, 2+ years of which in a leadership role
• Strong communication skills, capable of liaising effectively with internal teams, as well as different stakeholders within customer organizations, ranging from very technical, to not technical at all
• Ability to manage multiple accounts and initiatives simultaneously, while coordinating with team members and customers across different time zones
• Experience in leveraging technology and automation to engage, support, and delight customers at scale, while making one-to-many feel personalized and attentive
• Experience in looking to customer data to provide insights, inform strategies, and measure success
• Deep desire to understand customer needs, and an ability to turn those needs into action, either within your own team or by motivating others to act
• Ability to bring creative solutions to life, ensuring customer success initiatives are both impactful and memorable
• Experience working in early stage startups and / or building new initiatives from the ground up

We’re a fully remote team, so you’ll have to be comfortable with an asynchronous environment and using a lot of Notion, Zoom, Slack, and Linear. We actively combat ‘meeting-bloat’ to ensure you have ample time for ‘deep work’, but regularly collaborate in real time around specific projects or efforts.

What we offer:

• $200,000 USD salary regardless of your location
• Competitive equity in a fast-growing, Series C startup backed by top tier investors including Y Combinator
• 10 year window to exercise vested equity options
• Fully remote work environment that promotes autonomy and flexibility
• Suggested 4 to 5 weeks time off to recharge and focus on mental, physical, and emotional health
• $2,000 USD to build your personal workspace
• $1,000 USD annual stipend for your continuous learning and growth

Tagged as: 5+ Years