Looking for a new role as a Swooped in United States, ? This Full-time position is perfect for professionals in the Computer and Network Security and Technology, Information and Media sector. Gain hands-on experience in the Customer Service, Management, and Human Resources department, where you’ll be at the forefront of exciting projects and innovation.
Why This Job Is Great for You:
- Employee Rating: Rated 4.7/5 by employees — get a sense of the company culture!
- Job Level: This role is ideal for professionals at the Director Level Job.
- Posted: Posted 13 hours ago, this role is still accepting applications. Act fast and apply today!
This opportunity offers valuable experience in the Customer Service, Management, and Human Resources department and will help you advance your career in the dynamic world of Computer and Network Security and Technology, Information and Media.
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“Swooped” Company Job Details
- Company Name: Swooped
- Work Type: Full-time
- Rating: 4.7 / 5
- Location: United States,
- Industry: Computer and Network Security and Technology, Information and Media
- Department: Customer Service, Management, and Human Resources
- Experience Level: Director
- Job Creation Duration: 13 hours ago
Job Details of Head Of Customer Success
About Our Client
Our client is on a mission to empower low-income Americans by simplifying access to government benefits with modern technology. The team is passionate about helping users get through the month, every month.
About The Role
The organization launched a Marketplace to connect its approximately 5 million monthly active users to products, services, and exclusive offers from leading brands across retail, healthcare, and financial services. It has grown into a powerful, industry-leading performance tool for partners and a critical revenue driver for the organization.
The organization is looking for an exceptional Head of Customer Success to help take this business to the next level by driving client performance and revenue. This role is an ideal fit for someone who has a strong product and data-driven mindset, and enjoys the challenges of aligning internal systems and external partners together to drive growth. This individual will also be part of a strong leadership team, working closely with the VP of Marketplace, Director of Strategy and Operations, Director of Sales and Business Development, and Director of Growth and Merchandising.
Here’s a taste of the type of work you will lead:
- Drive client strategy. Partner with CSMs to refine account strategies and ensure ambitious annual growth targets are hit across existing accounts. Design and implement go-to-market playbooks (pricing, QBRs, etc.). Lead on go-to-market narratives and pitches when launching new products and initiatives.
- Lead a high-performing team. Coach the team of Customer Success Managers (CSMs) as they set account strategies, handle complex client situations, and seek opportunities to grow revenue. Support team growth and career development while establishing clear performance standards so team members know when they are exceeding, meeting, or falling short of expectations.
- Align Go-to-Market and Stakeholder Priorities. Build strong relationships with Sales, Marketing, Product, and Design teams to deliver results. Advocate for the customer success team’s interests and needs with cross-functional partners. Manage and protect the customer success team’s time, bandwidth, and focus.
- Own and scale systems. Work with Product to identify tools and platform improvements that help scale excellent customer experiences. Work with BizOps and Data to develop practices and processes for analytical problem-solving, insights, and reporting. Build systems to advise customers on campaign setup, optimization, and growth.
- Set the targets. Establish goals that push the team to a new level of growth and success, with metrics to measure individual and team performance. Partner with BizOps to ensure account-level goals ladder up to ambitious but achievable team targets.
- Drive forward. Deliver account-level reporting to leadership that ensures a strong understanding of the health of the business and high-fidelity forecasts. Own a 12-month hiring plan to align with segmentation, portfolio balance, and business development pipeline.
Required Qualifications
- A strong product mindset – experience driving alignment across sales, marketing, engineering, and product to deliver results and a willingness to get your hands dirty to understand internal systems and tools.
- 10+ years of customer success, account management, or partnership experience in a high-growth start-up environment.
- 5+ years of driving consultative sales experience for a two-sided Marketplace product.
- 3+ years of experience leading and managing an account management team with varying degrees of experience (junior to senior level).
- A proven self-starter comfortable navigating ambiguity.
- Deep knowledge of customer success best practices and experience coaching others.
- Existing knowledge or ability to quickly learn vertical-specific trends, business models, market opportunities, and metrics.
- A data-driven mindset – strong problem-solving and quantitative analytical skills.
- Passion for building a business with a strong social mission at the intersection of private and public sectors.
They Offer
- An immediate opportunity to make an impact on users and the business being built.
- A get-stuff-done culture that is also fun and caring.
- Work that is genuinely helping people with meaningful challenges.
- A remote-first working environment.
- The salary range for this position is $200,000 – $240,000, depending on experience. A 10% bonus for team performance, equity, and excellent benefits are included with this position.
Here’s how this role is different:
Our client’s Marketplace is a critical revenue driver for the company, and this role will play an instrumental part in taking this business to the next level. With no comparable platform in the market, this person will help redefine how low-income Americans access products and services by working with leading brands across retail, healthcare, and financial services.
More About the Organization
The organization believes that Americans with limited income deserve modern, respectful, and effective experiences around their government benefits and money. Unfortunately, the status quo often fails to treat them as first-class citizens in their daily interactions around the social safety net and financial services. The tech industry hasn’t pulled its weight in solving the problems faced by low-income Americans.
The organization’s mission is to change that. The organization has built Providers, the single most popular app built specifically for low-income Americans. Over 5 million families each month use Providers to seamlessly manage their government benefits (programs like SNAP, commonly known as food stamps), conduct their banking, and save and earn money. Providers has been recognized by the White House, featured on the front page of the NY Times, and carries over 500,000 five-star reviews.
The organization is a for-profit, venture-backed company that holds its social mission at its core. It is proud to be supported by a blend of nonprofits, impact investors, and world-class investors.
Join the team, and let’s build something amazing together!
Note:
“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”