VP, Customer Success

Remote /
Customer Success /
Full-time
The company + vision.
Everyone’s got the message: machine learning is changing everything. And for Fortune 500 brands in every vertical, it’s actually true — Machine Learning (ML) predictions are solving billion-dollar, migraine problems. But for smaller brands, the talent and investment needed to build an ML platform are simply out of reach.  

Black Crow is changing that--fast. Founded by a team that has spent the last decade in machine learning, our mission is to help DTC brands turbocharge their growth by delivering bespoke, Fortune 500-grade ML predictions. It works out of the box, delivered as a service, and costs less than one data scientist. Integration: one click. 

6 months ago, we had one DTC brand using our predictions. Now we have over 150 — including Solo Stove, the RealReal, SAKARA, Native, Keurig, and Bearaby. There are 50,000 more who haven’t heard of us yet. 

The team + culture. 
This is the 3rd company Black Crow’s founders have started together. Both previous companies scaled to >$100MM and were voted ‘Best Places to Work’ in NYC many times.

The founders are building Black Crow to be commercially successful, high growth, and valuable. But that’s insufficient as an end--we’re also building a company that we actually want to work at! That means we are human first--we don’t expect anyone to transform themselves to show up at work. It means working together is a positive force in our lives, not something we tolerate for the paycheck. And it means we see diversity as a strength.

Where you come in
We’re looking for a proven Customer Success leader to help drive our rapid growth — and contribute to our unique culture.   

It’s a big role with a wide scope: you’ll own our Customer Success strategy and vision and lead the team to make it happen day to day. 

To get there, we expect you to excel in three areas (i) hiring and growing an outstanding team of CSMs, (ii) coaching and developing each CSM (helping them maximize their individual effectiveness), and (iii) building, implementing, and optimizing our CSM strategy + playbook, (maximizing our team-wide performance). 

What you’ve done.
You’ve spent at least seven years in SaaS CS roles, as both a top performing CSM and as a successful leader of distributed CSM teams. 

High volume / high growth is your sweet spot: 

- You’ve learned and / or mastered your craft at growth stage businesses:<$50MM ARR, growing >100% per year
- You’ve led high volume / mid-market teams: where each CSM manages >25 customers, at $25 - 150K ACVs. 

Your customers have been marketers, at all levels, within DTC / ecommerce organizations. You know their world, their goals, and their challenges inside out. 

You are thoughtful, strategic, and human first. You build authentic and trusting relationships with your team, your colleagues, and your customers. 

If you fit the bill and what we’re building here at Black Crow sounds exciting, we’d love to talk. 
More about us.
- Virtual-first and welcome employees from anywhere
- Have a NYC base our people can visit
- Unlimited time off

Love your job.
We love our work and our team. Our machine learning helps ‘flick the lights on’ for companies so they see their customers more clearly and can uncover the true potential of their tools and teams. In turn, we strive to do the same for our people. We’re here to shine light on each other and unlock known (and sometimes unexpected) potential. 

Our vibrant team accomplishes buckets of awesome every day. We also partake in our fair share of daily laughter. Come build the company you’ve always wanted to work for - with inspiring products and a community of passionate people.