VP of Customer Success – Biteable

VP of Customer Success – Customer Success Manager
(Work Remotely from anywhere in the World)

Biteable

Job Description:

G’day ?, Biteable here. On behalf of our 4 million users, we’re looking for a VP to take our Customer Success Team to the next level. If you’re looking to build on your experience as a proven customer success leader at a B2B software company (and you like video), this position might tickle your fancy.

• Created a community of over 4 million users
• Rendered 3.4 million videos (that’s about 2.4 million minutes back-to-back)
• Raised $3.9 million in venture capital including a $2.8M round in Jan 2018

Job Responsibilities:

• Define and execute the Biteable customer success strategy
• Drive the strategic direction of customer support and account management
• Measure and assess the customer experience while improving user outcomes
• Commence and grow our Enterprise Support offering and account management programs
• Establish performance metrics and seek continuous improvement
• Work with Marketing to own all bulk customer communication
• Build and maintain relationships with Development, Product, and Marketing that improve the support experience
• Create, maintain and expire documentation
• Build and drive follow-up processes that empower customers
• Recruit, manage, develop and lead a highly collaborative and customer focused team

Job Requirements:

• You’re a proven leader. You’ve already got 3+ years of proven customer support operations leadership at a B2B software company. And you’re in the mood for more.
• You do growth. You’ve got strong customer support acumen with demonstrated ability to grow and scale a high performing support team.
• You’re directional. You have the ability to influence customer success direction. And you can clearly articulate why you make the decisions you do.
• You drive change. You’ve driven organisational change in a growth environment before. You iron out the bumps with your well-structured communication style (both verbal and written).
• You upscale. You’ve got plenty of experience developing and implementing scalable customer support processes and systems. You often bore your friends by talking on the topic at parties.
• You dot your I’s. You’re detail oriented with strong analysis, process, and critical thinking skills. You draw insights from data, but you also make decisions based on heuristics and instinct

How To Apply: