Director Customer Success & Operations
San Francisco, Remote
What you'll do
• Accelerate time-to-value: Help Customers get value out of Cast.app quickly and effectively.
• Customer Operations: Work with Customers, managing Customer Success and Operations including CS Operations.
• Self-serve close: Work with Prospects and direct qualified leads to self-serve signup or pass strategic prospects to the sales team.
What we're looking for
• You have worked in a Product-Led growth (PLG) GTM company.
• You have a background in Customer Success and / or Customer Experience.
• You have 4+ years of experience in B2B and/or SaaS Customer Success Operations or Digital Customer Success.
• You are tech- and data-savvy.
• You GET THINGS DONE.
• You are a natural on social media specially Linkedin and CS Slack channels.
• You rather use technology to solve problems.
• You LOVE working with customers and can quickly demonstrate the value cast.app provides.
• You have an eye for simplifying products and can contribute to product decisions.
• You can work with data and are comfortable with basic SQL.
• You know liquid or willing to learn writing snippets in liquid.
• You have an affable personality that blends well with an innovative and vibrant start-up.
• Your ability to adapt easily to new situations and eagerness to learn/contribute is contagious.
• You are confident when demoing the product and in conversations with customers.
• Your ability to communicate product value and recognize opportunities is best-in-class.
• You are willing to expand your comfort zone.
• You are assertive, persistent, persuasive, and above all, an excellent listener.
• You are smart and confident in building successful relationships and overcome objections/rejections easily.
• Brand advocacy: Establish a strong brand voice on all public and private channels.
• You are an excellent wordsmith and have excellent verbal and written communication skills.
• You are inspired to succeed.
• You are accountable.
You'll stand out if
• Community Management: Participate in communities, be helpful, and find leads in Cast and other's communities.
• Schedule and manage weekly zoom demos for large audiences.
• Create digital content around Scaling and Digital Customer Success.
• You understand Customer Success, B2B SaaS, PLG
Please do not message this poster about other commercial services.
How to apply
• Introduce yourself, send an email with your LinkedIn profile or resume to dickey @ cast dot app
About Cast.app
• Cast turns Customer Success and other customer facing departments into profit centers.
• We automate revenue growth and help scale Customer Success.
• Even the strongest Customer Success teams can only serve 10% of their accounts effectively. Cast empowers them to serve 100% of the account base.
• Our customers (Google, Pure Storage, Comcast, Aruba, and others) see a 50+% increase in ROI.
• We humanize Digital Transformation, Digital Customer Success, and tech-touch by generating & delivering personalized & interactive presentations directly from CRM and CSM platforms and cloud databases.
• We are uniquely positioned to reach executives and users, with account- and role-personalized content directly to their phone and email.
• Cast presentations include a virtual presenter who explains and contextualizes every presentation.
• We are starting with CS and Customer Experience. Eventually, we can help every adjacent market from fin-tech to insurance to healthcare where the combination of a virtual presenter and personalized presentation can help automate revenue growth.
• Our technology is patent pending.
Why join us?
• Founded by repeat entrepreneurs with successful exits.
• Practical AI company with SaaS profit margins.
• Backed by VCs with modern Enterprise SaaS and AI/ML thinking. Our VCs include: Array Ventures, New York Venture Partners, Soma Capital, Leonis Capital, and Techstars.
Backed by prominent angels: Jason Warner, CTO of Github at Microsoft; Mickey Alon, CTO of Gainsight; Rav Dhaliwal, former head of CS at Slack; Mike Hutto, SPGlobal Executive Director, Paul St. John, WW VP Sales Github; Kanwar Saluja, COO RingDNA, Salesforce VP of partnerships and alliances, several a16z angels, execs Autodesk, Egnyte, Merrill Lynch, Barron Funds, Black Diamond Capital, Tornado Capital, Wasatch Capital and several more.
Working at Cast
• We believe the best way to succeed as a team is to be transparent, have two-way feedback, and promote a culture of innovation that values and rewards risk. We are driven by first principles, logic, common sense versus formalized policies.
• We are young, dynamic, and fast moving. And regardless of how big we become we will always value strong ideas versus who they came from.
• Here are two quotes that describe us:
“Culture is simply a shared way of doing something with a passion.” – Brian Chesky, Co-Founder, CEO, Airbnb
“Customers will never love a company until the employees love it first.” – Simon Sinek, author, Start with Why
Diversity and Inclusion
• From day one we wanted to have diversity in our company and yes including the cap-table and board! Our lead investor and board member is Shruti van dyke Gandhi of Array Ventures.
• Also, take a look at our product advisory board.We think building a strong company means having a naturally diverse team.
• We are obviously an equal opportunity employer and we have diverse investors and board members. We were part of Techstars and our batch was the most diverse group of entrepreneurs. We are more focused on what we can do together versus as where you come from and who you identify as.
Leadership Principles
• Customer Obsessed - Trust by Default - Ship to Learn - Own the Outcome - Growth Mindset - Anything is Possible - Practice Kindness
Perks & Benefits
• During Covid we are all working from home. When it is safe for all employees, we will continue working from our offices at least a few days a week.
• We love pets and hope you do too. Elektra (a 2 ½ year old brown Labrador Retriever) and Romi (1 ½ year old Golden Retriever) can't wait to meet your pets.
• As long as there are some common hours for collaboration, we are flexible with hours worked. We are focused on productivity versus what hours or the day we work. Customer-facing teams (that means everyone in a product-led-growth company) will have to accommodate customer requests on the east coast.
• We can't wait to hit the slopes in Tahoe or the beach in Half Moon Bay.
• We embrace diversity and invite applications from people of all walks of life. We don't discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or any other differences.
• We offer 401(K) contributions, and health, vision, and dental insurance.
Why Startups?
• Work with a startup where you can make a real difference.
• Solve several problems for several people. Work broadly on different challenging problems, instead of a highly verticalized domain.
• Years from now, you will tell war stories and accomplishments as the Company’s founding employees.
• If you're passionate about what you do, and don't mind doing whatever it takes to succeed, we are right for you.