Director of Customer Success

U.S. Remote /
Customer Success /
Full-time
Welcome is a virtual event platform for high-end, branded events. Using Welcome, a single person can create a jaw-dropping experience that feels like an Apple product launch. We've built the first five-star virtual event venue and have the product and services to match. Our flagship product allows our customers to create an event that feels like an interactive TV show. There is nothing else like it.

We’re a well-funded silicon valley startup backed by top VCs. Our investors, founders, and advisors are from Google, Facebook, Yahoo, InstaCart, Dropbox, Slack and more. Within three month of a soft launch we’ve already signed a Fortune 500 company and the world‘s largest investment fund. We are growing incredibly fast and looking for a Director of Customer Success to help us build and manage a world-class customer journey.

The primary responsibility will be to lead our existing Customer Success team and manage customers from implementation to product adoption and ongoing success + renewals. Reporting directly to the co-founder, the Director of Customer Success will be an essential part of the leadership team.

Imagine working with a world-class team of people where:

    • A single non-sales founder closed over 400k in ARR in 2 months
    • Deals are closed in 3-4 weeks which is half the industry average
    • Established Welcome as the number one leader in one of the hottest markets now (Virtual Events) and for years to come
    • Skipped a Seed Round and close a Series A round of 11 million dollars, led by one of the top VC’s on the planet

You will be responsible for:

    • Driving success directly with customers while building long-lasting customer relationships with key stakeholders and executive sponsors
    • Growing and mentoring a team of customer success and support team members
    • Ensure timely and successful delivery of customer solutions, including product onboarding and training that aligns with customer needs and objectives
    • Drive timely renewal conversation while communicating the progress of renewal plans internally and externally
    • Become a super-user of our product and serve as the connection point between our engineering team and customers to troubleshoot technical issues
    • Act as the voice of the customer within the organization, collaborating closely with Sales, Product, Marketing, and Leadership
    • Develop, track, and activate NPS and customer health metrics that consistently drive change
    • Work with leadership to develop customer implementation packages and offerings
    • Work with Marketing and develop the internal/external support knowledge base
    • Lead the support team and respond to support issues and service requests

Requirements:

    • 5-7 years years of customer success experience (ideally in the SaaS space or at an early stage startup)
    • 3+ years of leading a customer success team, including managing and coaching the team
    • Experience in all possible customer situations and have a playbook for how to deal with them
    • Experience driving the strategic direction of customer success and advising the company on best practices
    • Active listening, conversational speaking skills with a high degree of empathy
    • Curious and passionate about the customer experience
    • Strong ability to translate data and metrics into actionable insights to increase engagement
    • Experience working cross-functionally, both internally and externally
    • Outstanding written and verbal communication skills
    • Passion for helping people
    • Preferred experience using Salesforce, Gainsight, and Zendesk

Our Investment in You:

    • Competitive salary and equity
    • Health insurance
    • Fitness, cell phone & internet reimbursements
    • Top of the line 16-inch Macbook Pro
    • $2,000 home office and video conferencing budget (not including laptop)
    • An incredible team with a great blend of hustle, productivity and a ton of fun
    • Opportunity to work with tech’s best talent
Welcome embraces diversity and is proud to be an equal opportunity employer. As part of our commitment to diversifying our workforce, we do not discriminate on the basis of age, race, sex, gender, gender identity, color, religion, national origin, sexual orientation, marital status, citizenship, veteran status, or disability status. 

We are composed of a diverse group of entrepreneurs, dreamers and builders who believe that exceptional, high-quality experiences can seamlessly bring people together, invite collaboration, and provide a meaningful sense of belonging. If you align to these principles and have what it takes, we’d love to hear from you.