Head of Customer Success

About us 🏢

We solve modern businesses' remote logistics and equipment management challenges. We are obsessed with building the best global remote workspace management platform. Our mission is to ensure people have equitable work experiences and opportunities regardless of their geographical location or remote work preferences.

Our Product 💻

Some of the benefits that we offer to our clients are:

  • Set up a remote team locally, or globally.
  • Ship equipment from their HQ country to other locations or buy equipment from multiple vendors internationally.
  • An experience-driven team, a full-stack tech platform that integrates seamlessly with currently used team onboarding solutions to manage every aspect of team workstations, IT inventory, security, and equipment setup to make remote work at scale.

Our Company Culture 💛

We are a people-oriented company where our people are valued, driving a culture where one of the most important values is mutual respect. We want all our GroWrkers to feel that they can relate with each other and feel they are treated fairly in a global team-safe environment.

Leaders listen and have active conversations with everybody, especially their closest team. They make all employees feel like they are a vital “cog” in the wheel and give them the recognition that they deserve.

Work From Anywhere (WFA) 📍

At GroWrk Remote, we work from anywhere (WFA), which is a workplace choice that enables our employees to work from wherever they choose. Work from anywhere in the world (with good wifi). We prioritize time for deep work weekly and only have meetings when we have to. So you can work around your life—not live around your work!

Work Async ⚙️

Realtime (Sync) meetings on Meet/Slack are good for SOME things, like socializing and team bonding. There are also sensitive situations that need face-to-face interaction (emergencies, alignment, separations). But we’re a global company with people in many time zones. This makes sync meetings/huddles inefficient for routine work. The person you need could be asleep or enjoying downtime. If we waited for syncs to decide or act, we would be too slow to be competitive. The answer is to avoid sync methods for most work and use asynchronous work methods instead!

Highlights 🎢

As part of our team, you will:

  • Have the opportunity to create, innovate, and implement all the processes and projects.
  • Work with a global team that comes from different backgrounds and industries.
  • We’re a fast-paced company, and you’ll find a new challenge every day and grow professionally! You’ll be part of a learning and development culture where excellence, constant effort, and hard work are recognized as part of our best practices.

About the role 💪🏻

GroWrk is seeking an experienced leader to oversee our growing Customer Success team. This role will focus the team’s efforts on connecting with clients to drive customer value and satisfaction, retention, renewals and growth. This is a high-visibility role requirement outstanding relationship management and leadership skills.

This position will take a strategic approach in identifying and driving operational and organizational efficiency of the Customer Success function. This role will develop strategic cross-functional partners with Sales, Logistics Operations and other parts of the organization to provide meaningful insight, influence product roadmap, and to maximize end-to-end customer experience.

This individual will be responsible for growing and developing our Customer Success Managers by providing expert level CS knowledge and coaching, sometimes owning customer relationships alongside the team, while also pushing for process improvement, and strategically leading the team to exceed critical business objectives and performance targets.

The ideal candidate will value transparency and diversity, be driven to overachieve, be constantly curious, and have a passion for collaborating with, developing, and helping others.

What will you do? 👩🏻‍💻

  • Lead and evolve GroWrk’s Customer Success function, from building the department to developing it for scalability and sustained growth, optimizing talent, processes, and strategies with a customer-first lens.
  • Partner with members of the cross-functional leadership team, including Sales, Marketing, Product, Finance and Logistics to ensure all phases of customer life-cycle are aligned with complementary actions and accountability.
  • Increase product adoption, customer loyalty and retention, and customer satisfaction while actively setting and contributing to churn reduction tactics
  • Drive relationship management across the entire CS team, helping others on the team maintain and improve customer relationships.
  • Add value to customer relationships and drive the desired customer goals by either actively participating in client discussions or by testing and implementing a proven approach within their team
  • Accountable for key metrics and results, including new initiatives and all areas that require joint alignment surrounding the customer journey

What do you need? 🎯

  • 3 years+ leading Customer Success teams
  • B2B SaaS experience
  • Strong customer-facing and presentation skills with the ability to establish credibility with internal and external stakeholders
  • Experience owning retention metrics and crafting tailored customer journeys
  • Strong analytical and goal-oriented mindset backed by expert-level project management knowledge and skillset
  • Prior experience in strategy consulting (preferred)

Personal Skills 👩🏻‍🦰

  • High degree of accuracy and attention to detail.
  • Strong customer service skills.
  • Excellent negotiation skills.
  • Proficiency in mathematics, financial, and accounting systems.
  • Ability to communicate effectively both verbally and in writing.
  • An optimistic and can-do character. Ability to work independently and as part of a team.
  • Excellent time management and organizational skills.
  • A proactive mindset that is always looking for ways to improve.
  • A great team player who enjoys working with others to achieve group success and improve customer outcomes.
  • A self-starter who thrives in a fast-paced, high-growth startup environment.

Preferred time zones 🌎

  • Americas

Performance and Career Growth 🔥

GroWrk Remote will help you reach your goals and grow in your career. We offer mentoring, regular check-ins, a feedback culture, and training resources to help you achieve your goals and objectives.

What do we offer? 🏆

  • A 100% WFA (Work From Anywhere) position with a people-centered company that values and fosters personal and professional growth
  • Payment in USD or local currency
  • Company equipment
  • An outcome-driven environment that offer full flexibility in your working practices
  • Learning budget
  • In-person annual gathering

Your Manager 🧑🏽‍💻

You will report to the CRO based in New York City.

Apply now!

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Ready for your next step?

Level up your career by joining a dedicated and dynamic team leveraging the benefits of remote work.