Head of Customer Success

May 2

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kea

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kea provides restaurants with Voice technology that enables them to take orders over the phone autonomously

Artificial Intelligence • Automation • Software platform • Technology • Start-up

11 - 50

💰 $10M Series A on 2020-11

Description

• Establish a new pillar within kea, Customer Success and establish standards for what it should look like • Rethink how we approach Tier 1 and Tier 2 support and how these teams can scale efficiently to improve coverage and compliment our team the front lines of the customer experience to provide day-to-day support in addition to ongoing optimization and strategic advice • Establish a Customer Success foundation to include a smooth onboarding process (Implementations), technical post-sales strategic consulting (Technical Account Management), relationship building/reporting (Account Management), day to day support (Customer Service), and more proactive churn avoidance through the creation of a Critical Account Program • Implement scalable customer health scores and develop processes to proactively address trends to improve the customer experience • Attract high potential individual contributors into the team and provide growth opportunities by coaching team members, up-leveling skill sets, and guiding the career paths of the CSM team, and create a rapid onboarding process for new team members • Work cross-functionally with Operations, Sales, Marketing, Product, and Engineering to produce an amazing customer experience at every kea touchpoint • Influence future Customer Lifetime Value through higher product adoption, customer satisfaction, and overall health scores • De-risk and defuse customer escalations • Grow customer advocacy by helping our customers realize significant value from kea, and then working with Sales and Marketing to help tell those stories • Drive new business growth through greater advocacy and reference-ability • Inspire Customer Success across the company, collaborating with each kea team with the goal of exposing our employees to our customers in an effort to help identify and resolve pain points

Requirements

• 10+ years of leading, growing, and scaling top performing teams in Customer Success for B2B (SaaS or something close to it) • Skills and experience needed to build a Customer Success pillar from 0 —> 1 • Ability to manage escalations at all levels, operators through C-level executives • Ability to manage and influence through persuasion, negotiation, and consensus building • Strong empathy for customers AND passion for revenue and growth • Demonstrated desire for continuous learning and improvement • Fast paced, authentic, and enthusiastic leadership with the ability to inspire others • Excellent communication and presentation skills • Legally able to work in the U.S. • Seed-Series B experience at a tech company that worked with restaurants a plus, but not required

Benefits

• Generous stock option plan • 100% employer-paid medical and mental health care benefits • Dental and vision benefits • Unlimited PTO • Remote work (US-based/remote or Chicago office) • 401K Ownership, responsibility, and empowerment in what you do • Incredible teammates and a caring workplace culture