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Sweet VP of Customer Success
via 
Headquarters: Detroit, MI
URL: https://savewithsweet.com
*Remote Position*
At Sweet, we’re building a modern phone service. We take on big problems in a complicated industry to make staying connected a bit more affordable for everyone.
Sweet is partnered with the nation’s largest networks and has raised more than $7M in venture capital funding from investors like 8VC, Rise of the Rest, and Betaworks. We’re a distributed team of modern technologists that came from top consumer web companies like WordPress, Facebook, and Mailchimp.
About The Role:
As the company begins to grow, we’re looking for an experienced customer success leader to join as the VP of Customer Success. In this role, you’ll have the opportunity to build our support organization from the ground up at an app-driven company. You have deep experience in consumer internet and app companies, and have built an incredible team and automated support experience before.
We’ll provide the flexibility and resources you need to revolutionize customer success in the mobile industry with the power of mobile itself. Together we’ll help millions of people stay connected for less.
Responsibilities:
- Work in partnership with the COO and CTO to build and execute an automation first customer support strategy that makes it easy for anyone to save with Sweet
- Effectively manage customer service costs to control cost-per-interaction while still maintaining an exceptional customer experience
- Strategically plan organizational growth based on coverage needs to best serve our customers
- Recruit, interview, hire, and build our CS organization from 1 to 8 employees in the first year, and 20+ in the second
- Design and conduct our Customer Service Rep onboarding and training procedures
- Coach, mentor, and supervise the Customer Success Team
- Work with our Engineers to design a reporting and performance evaluation system
- Most importantly: help our users get sweet deals
Required Skills and Experience:
- 7+ years of experience in customer success for consumer internet and mobile app products
- 3+ years of management experience
- Been on the front lines and have provided exceptional customer service to create happy customers
- Built, scaled, and trained a Customer Success Team
- Managed a large team, motivating and empowering them to grow as individual contributors and leaders in the company
- Evaluated performance metrics, conducted performance reviews, and implemented performance improvement plans
- Worked and thrived in a remote team environment
Preferred Skills and Experience:
- Successfully sourced and recruited potential team members
- Been a part of and/or lead strategic departmental planning
- Managed complex projects with numerous stakeholders and contributors (PM certification not required)
- Closely collaborated with and/or managed software engineers (or are yourself a former software engineer)
Perks:
- Remote Team with quarterly meetups
- Benefits like Medical, 401(k), and Unlimited PTO
- Reimbursements for select office supplies, like monitors
If this role feels right for you, we encourage you to apply even if you don’t meet 100% of the description or qualifications.
To apply: [email protected]
Posted Sweet VP of Customer Success on November 11, 2019 via
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