Head of Customer Success

Full-Time in San Francisco Bay Area, CA

Company Introduction

Promise is a VC-backed payment facilitation platform that modernizes, humanizes, and personalizes government payments. Each year, thousands of individuals face significant consequences for the failure to pay government debt. Promise has found that many want to pay but are blocked by a confusing and rigid system. We’re solving this problem with a more intuitive approach that leads to significantly higher payments without hurting the consumers. This means people pay off debt faster, consequences are reduced, and the government is more efficient. With our affordability solutions, consumers are repaying more than 90% of their debt through flexible plans compared to less than 25% when presented with typical options.

Promise has raised over $20 million and we’re backed by leading investors such as First Round Capital, Kapor Capital, and Y-Combinator to name a few. Founders and employees come from name brand start-ups like Honor, Palantir, Stripe, and Google. Collectively, we are on a mission to help over 50 million people with their government debt and payment issues. In the face of the Covid-19 pandemic, consumer delinquencies skyrocketed as unemployment hit unprecedented highs in record time and quickly demonstrated the value of our two-sided platform. But – all of this starts with recruiting the right people.

Role Overview

We are looking for a seasoned exec to lead our thriving Customer Success team. Customer Success is vital to company operations and long-term profitability: we cannot claim to be a successful business unless our customers (end-users) are receiving tremendous value from our service and our operation is able to scale efficiently. As such, we are seeking an experienced senior executive to lead the team through this next period of growth.

What You'll Do

Drive Customer Success Outcomes:

  • Increase enrollment and repayment rates and reduce churn
  • Expand Customer Success as a revenue channel
  • Influence lifetime value through higher product adoption, customer satisfaction, and overall health scores
  • Drive new business growth through greater advocacy and reference-ability

Lead World-Class Customer Success Team:

  • Recruit experienced leaders as needed for managerial positions
  • Attract high potential individual contributors
  • Foster collaboration within team and across customer lifecycle
  • Help forge relationships with cross-functional team members as needed
  • Encourage continuous learning within team
  • Create appropriate leveling / tiering / vertical and/or functional expertise within the team. Train and coach new team leads / functional experts

Manage Customer Success Activities:

  • Recruiting
  • Onboarding and training
  • Professional development
  • Customer Support management
  • Repayment processes
  • Product learnings and improvements

Measure Effectiveness of Customer Success:

  • Define operational metrics for team
  • Establish system for tracking metrics
  • Create cadence for review within team
  • Determine subset of metrics for sharing with executive team, company, and board

Define and Optimize Customer Lifecycle:

  • Map customer journey
  • Develop listening points in journey (e.g., usage, satisfaction, etc.)
  • Standardize interventions for each point in journey
  • Define segmentation of customer base and varying strategies
  • Identify opportunities for continuous improvement

Enhance Effectiveness and Efficiency Through Technology:

  • Analyze and optimize existing systems and tools; make recommendations for new systems as needed
  • Contribute meaningfully to product development using customer learnings – build close relationships with Head of Product and CTO
  • Track all feedback and client experiences for use with references and development

Inspire and Advocate for Customer Success Across Company:

  • Create company-wide culture of Customer Success
  • Align with Revenue/Exec team around measurement, forecasting, key metrics and objectives
  • Align with Product on product roadmap
  • Align with Sales around enrollments and repayments - focus on selling with a goal of retention
  • Own company-wide definition of best-in-class customer and support experience
  • Foster company-wide customer feedback loop
  • Generally be a strong advocate for the customer and the Customer Success team: ensure the customer always has a seat at the table

Required Experience/Skills:

  • 5+ years experience leading customer (end user)-facing teams
  • Ideally combined background of sales and post-sales experience
  • Strong empathy for customers AND passion for revenue and growth
  • Deep understanding of value drivers in recurring revenue business models
  • Analytical and process-oriented
  • Enthusiastic and creative leader with the ability to inspire others
  • Excellent communication and presentation skills
  • An expert multitasker who can quickly sort out priorities from noise
  • Excited about our mission: you want to prove that moving away from punitive approaches to non-payment and treating people with dignity can be a win for everyone.