Head of Customer Success and Support

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🕒 Outubro 30

🌐 Estados Unidos, Canadá – Remoto

🇺🇸 Estados Unidos – Remoto (EUA) 🇨🇦 Canadá – Remoto

🏄 California – Remoto

🏄 California – Remote

💵 $100.000 - $120.000 / ano

⏰ Tempo Integral

🔴 Especialista

🏆 Sucesso do Cliente

👻 Score fantasma 11%

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PhillyTech (SaaS Talent)

SiteLinkedInTodas as Vagas

11 - 50 funcionários

Fundada em 2015

💼 Consultoria

📣 Marketing

🎯 Recrutamento

Consulting • Marketing • Recruitment

PhillyTech (SaaS Talent) é uma empresa líder em recrutamento e aquisição de talentos, focada em ajudar startups de SaaS e tecnologia a contratar profissionais de alto nível nos Estados Unidos e na América Latina. É especializada na prospecção, no recrutamento e no onboarding de profissionais altamente qualificados para diversas áreas, incluindo TI, produto, vendas, marketing e finanças. A PhillyTech oferece serviços abrangentes como recrutamento por contingência, staff augmentation e coaching em desenvolvimento de negócios. Com mais de 25 anos de experiência, fornece aquisição estratégica de talentos, ajudando as empresas a escalar, inovar e manter uma vantagem competitiva no setor de tecnologia, em rápida evolução. Além disso, apresenta o 'The SaaS Pulse Show', uma plataforma em que líderes de tecnologia compartilham insights especializados.

Descrição

• Personally manage strategic accounts across enterprise organizations, financial institutions, and vendor partners. • Lead, hire, and coach a small customer success and support team while maintaining direct account ownership. • Build and implement onboarding playbooks, service level agreements, escalation paths, and ticketing workflows. • Establish account health scoring to create visibility into adoption, engagement, value, and renewal risk. • Identify renewal risks at least 120 days in advance and coordinate response plans with Sales. • Partner with Sales on renewals, pricing discussions, and expansion opportunities. • Run quarterly business reviews and impact reviews that show community partners the value they receive. • Conduct performance reviews with vendors to assess outcomes and strengthen their marketplace participation. • Own escalations and coordinate timely resolutions across internal teams. • Help customers navigate enterprise security reviews, vendor risk assessments, procurement requirements, and contract cycles. • Bring actionable customer and vendor insights to Product and Engineering. • Use CRM, support tools, and AI to improve service consistency and help the team support more customers effectively. • Within 90 days, put core customer success and support processes and service level agreements live. • During the first year, ensure every account has a health score, achieve agreed net revenue retention targets, and surface risks early enough to act before renewal.

🎯 Requisitos

• 6+ years of customer success or account management experience, including at least 3 years managing enterprise accounts. • Experience leading a team while personally managing customer relationships. • A track record of building or overhauling a customer success or support function in a startup environment. • Confidence communicating with C suite executives, managing directors, and other senior stakeholders. • Experience handling complex escalations and coordinating solutions across departments. • Familiarity with enterprise security reviews, vendor risk, procurement, and contract and renewal cycles. • Commercial judgment and comfort participating in renewal, pricing, and expansion conversations. • Experience using customer data to understand account health and prioritize action. • Proficiency with CRM and support platforms such as Attio and Intercom, plus practical use of AI to scale support. • Availability for a full time commitment with strong overlap with US Eastern business hours. • Financial services or fintech experience is nice to have. • Experience supporting banks, investment firms, or enterprise partner programs is nice to have. • Experience with marketplaces serving both community partners and vendors is nice to have. • A network within the venture capital or private equity ecosystem is nice to have.

🏖️ Benefícios

• Fully remote from anywhere in the United States or Canada. • Long term opportunity designed for someone who wants to build and grow with the company. • Direct collaboration with leadership, Sales, Product, and Engineering. • Ownership of strategic accounts and the customer success operating model. • Opportunity to lead, develop, and help grow a small team. • Equity

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