CAREERS

Help Our Customers to Be Data Strong - Join Us!

Head of Customer Success

Department: Customer Success

Location: Remote


 

Join Us!

Extend our tradition of making Customer Success a strategic differentiator and be a key part of an industry innovator in big data analytics.  

 

  • Switchboard is focused exclusively on Enterprise. Our customers are global household logos within digital media and marketing.

  • We have major enterprise customers running at scale in production, producing steady and growing revenue, accomplished with minimal investment.

  • Our founding team built and launched Google BigQuery. We have more than a decade of experience working together with engineering and bringing Enterprise software products to market.

The Opportunity

Take an already-outstanding Customer Success practice to the next level of maturity and scale. Our customers love us! Customer-centricity is a core part of our DNA and our customer champions are vocal advocates. You are passionate about taking ownership of a mission critical function in an early-stage startup. In this role, you’ll work closely with Co-Founder/CTO and Co-Founder/CEO on defining a high performing, scalable Customer Success function. You’ll also partner with the VP Revenue and the Sales team on defining expansion strategies. You’ll grow the Customer Success team while coaching our talented Customer Success Engineers to retain logos and grow relationships.

Key Responsibilities

Strategy and Outcomes

  • Drive the strategy and implementation of our customer success function

  • Take ownership of customer retention and expansion in terms of logos and ACV

  • Own and drive strategic relationships with our customer executive sponsors and champions

  • Work closely with the Sales and Marketing organizations to develop and execute growth plans and strategies to drive expansion opportunities

  • Design, launch, and manage customer loyalty initiatives including, but not limited to, the Customer Advisory Board (CAB), customer appreciation and customer references for prospective customers

 

Executive Level Management

  • Develop, coach, and manage a team of technical Customer Success and Support professionals to support continuous improvement and growth

  • Propose budgets for the department’s services and internal departmental investments, and manage the budget.

  • Help maintain a company-wide culture of exceptional customer service – aligning metrics within various departments

 

Exceptional Service

  • Create a consistent and valued customer experience by developing scalable methodologies and leveraging best practices

  • Manage a world-class Support service that achieves performance targets and meets SLAs

  • Serve as an escalation point for customer issues ensuring concerns are addressed and relationships are strengthened

Qualifications

  • 8+ years in a customer success, account management with 5+ years managing distributed teams 

  • Proven experience delivering in a quota driven environment

  • Proven experience working in a fast-paced environment

  • Minimum of 5 years of B2B SaaS/cloud-based experience (INDUSTRY a plus!)

  • Proven ability to architect services and support delivery models that align with current customer segments, delivering customer value and scale with growth projections

  • Demonstrated track record of developing and mentoring great talent, and building and motivating high achieving teams

  • Proven track record of building profitable customer journeys and customer success programs that increase LTV

  • Excellent leadership, management, and interpersonal skills

  • High EQ and ability to lead with positive influence

  • Excellent communication and presentation skills

  • Analytical and negotiation skills, particularly at executive levels

  • Bachelor's degree or equivalent experience in computer science, business, or related field (Master’s preferred)

  • Up to 5% travel may be required for customer, internal and other business needs (depending on CDC travel advisory)

About Switchboard

Switchboard enables enterprise business teams to be data-driven with minimal engineering investment. When our co-founders launched Google BigQuery in 2012, they saw first-hand that the amount of data companies were grappling with was rapidly outstripping their ability to utilize it. Switchboard was created to help solve this problem.

Our ready-made data unification platform turns disparate data into a single source of reliable, trustworthy information. Business stakeholders at Spotify, Dotdash Meredith Corporation, The Financial Times, Pearson and others have left behind outdated spreadsheets and custom engineering projects. Today, they rely on Switchboard to make confident decisions that engage audiences, optimize yield and spend, and grow revenue.