Head of Customer Success

Head of Customer Success

Worldwide – Remote

We Believe That

Invisible is a world-changing company and the Customer Success Team is responsible for creating the systems that will launch Invisible into the stratosphere.

• Exponential gains from systems > Short term linear work > Systems for system’s sake.
• Consistent feedback is key – we are addicted to learning and getting better.
• What one of us knows, all of us should know.
• Every new mistake is a learning opportunity

Because of these beliefs, we’ve built a team where

Customer success and satisfaction is our north star. You will build and then lead the team who are on the frontline, working with one of our most important partners, our customers. You will be the leader in driving this mission while also playing a vital role in the overall growth and success of the company. The Head of Customer Success at Invisible is a function that skews towards additional expansion through exceptional customer interactions via close alignment with Sales and Product. You will be building a function from the ground up and previous experience in doing so would be highly beneficial.

Who We Want

The Head of Customer Success is responsible for leading the customer success team and driving customer happiness, loyalty, and retention. This role will be responsible for developing strategies to ensure customers are successful with our products and services. The Head of Customer Success will lead a team of customer success managers, customer service specialists, and technical support staff in providing best-in-class customer service.

What The Head of Customer Success is expected to do well

• Previous experience in taking the Customer Success function from 0 to 1 and 1 to infinity
• Clear track record in delivering clear and successful client expansion strategies
• Establish key performance indicators (KPIs) to measure the performance of the customer success team
• Build an expansion machine that can you can then build a clear forecasting mechanism
• Create and monitor KPIs to ensure goals are met or exceeded
• Collaborate with product, sales, marketing, and engineering teams to ensure alignment on customer needs
• Identify areas of improvement in processes, tools, and technologies related to customer success
• Create clear ROI and budgeting framework for all Customer Success activities

Capabilities & Requirements

• Minimum of 8 years experience in Customer Success or Account Management, 5 years in a leadership position
• Strong history of coaching and leading teams towards a culture of success
• Experience managing large B2B accounts
• A data-driven and analytical approach
• A mindset of collaboration, accountability, and results
• You welcome ideas and thrive in a fast-growing company
• You speak the same language as the customer, your background enables you to position use cases and workflows to different personas

Compensation & Benefits

• $160k Base salary & $70k bonus potential + EQUITY! Our initial option grants are very generous!
• Additional opportunities to earn more equity and increase your ownership percentage of the company, through promotions and through re-distribution of re-acquired shares via buybacks.
• 80% Healthcare Premium coverage for US based candidates, health stipend for Non-US based candidates
• Flexible Work Schedule
• Unlimited Vacation Days
• 100% Dental & Vision
• 100% Long Term & Short Term Disability Coverage
• Life Insurance
• Ownership!