Global Head, Customer Success

August 3

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Sendbird

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The conversations platform for mobile apps

Chat API • Messaging SDK • In-app Messaging • Real-time Communication • Chat Platform as a Service (CPaaS)

201 - 500

💰 Venture Round on 2022-01

Description

• Develop and implement strategies to align the Customer Success organization to company goals and objectives • Manage and develop a global customer success team, ensuring alignment with company goals and fostering a culture of excellence • Oversee the renewal process, collaborating with sales teams to ensure accuracy in forecasting and accountability in renewals management • Build alliances across teams to improve processes and drive the company's value proposition, enhancing customer conversations and ensuring cohesive engagement • Meet regularly with enterprise customers to develop and execute tailored success strategies • Lead the continued implementation and growth of a program to enhance support for Sendbird’s lowest tier of customers, focusing on scalability without increasing headcount • Provide leadership to the customer support team, stepping in on escalations and driving improvements in processes and scalability • Develop, maintain, and socialize resources (e.g., decks, templates, scripts) to enable the team, particularly focusing on our green verticals • Monitor and analyze customer health metrics to identify risks and opportunities for proactive intervention • Gather customer feedback to drive product improvements and advocate for customers within the company • Utilizing customer success management platforms and tools to streamline processes and improve efficiency • Regularly participate in customer engagements and internal meetings in the APAC/EMEA regions, including international travel, 1-2 times per quarter

Requirements

• 10+ years in customer success, with a focus on enterprise customers in the software industry, preferably in API or communications technology • Excellent verbal and written communication skills, capable of engaging with customers and internal stakeholders at all levels • Experience with global customer engagement and willingness to travel internationally as required

Benefits

• 20 days PTO • 12 paid US company holidays • 5 sick days • 2 volunteer days • Rest/rejuvenation and birthday day off • Medical, dental, and vision insurance - enrollment is 100% covered for the employee and significantly subsidized for dependents • Flexible Spending Accounts or Health Savings Accounts, depending on your selected health insurance plan • Equity program • 401K program • Parental leave • Life and disability insurance • Be Your Best Self: An annual stipend of $3,500 (prorated by start date) for expenses ranging from professional development classes and training, to personality assessments, gym memberships, books, fitness classes, mental health services and massages