You must have CEO or founder’s or co-founding or any other business owner’s type of experience working with SaaS products or startups
You have proven experience in customer success for a SaaS product, especially in customer segmentation. Ideally you had experience in defining who are the right customers for your product, and who are not
You have also proven experience in managing churn, stickiness, effective onboarding, NPS, and rapid prototyping for a SaaS product.
Be an effective leader and help develop the team’s skills and experience
Exceptional analytical skills with strong attention to detail
Strong Project management skills: You plan, implement and control major projects
Excellent communication skills, leadership and organizational abilities
Hands-on mentality, street-smartness, can-do mindset
Reflection on key projects to maximize organizational learning
Strategic thinking, problem-solving, can-do aptitude: turn the why into the what&how
You understand budgets, business-plans, OKRs, ie. how to ship on time at cost in a startup mindset: achieve a lot with less.
Desired fixed salary in addition to CS result oriented bonus
Be part of an open, honest, creative, and results-driven environment where your opinion is highly valued
You will join our truly international remote team from over 10 nationalities and work from anywhere you wish without any time or screen tracking
An opportunity to be measured by the results you produce with full flexibility of actions
An opportunity to do intensive social gatherings in person every quarter
24 days of paid vacations during the year and paid sick leaves
Be part of the leadership team with a focus on customer success and provide input into strategies on how to take the company to the next level
Designing, executing and challenging the overall customer success strategy of the company and drive KPIs to deliver the best possible customer acquisition
Lead & grow our
Reduce churn rate
Process excellence, documentation excellence, discipline
Conduct A/B tests and establish excellence in delivering value
Improve mechanisms to agree on priorities and daily tasks of the CS team
Communicate the CS-strategy to stakeholders
Impact an untapped market and experience the development of a truly innovative product and company
Research and establish customer success best practices and trends in the organization
Passion.io mission is to empower different types of experts to achieve their knowledge sharing by providing it to our platform (SaaS) that turns skills into mobile apps and we give them everything they need to run a successful online business from concept to monthly payout cheque. We are an international remote team with the majority of our business in the US.
As our Head of Customer Success, your mission will be to make sure that our subscribers are becoming more successful and to empower the others to achieve the same.
To achieve that, you will reverse-engineer our successful subscribers and listen & reflect on what our customers are struggling with. Based on that you define and further develop ground-breaking processes, automations, and resources for our customers to make them more successful. You develop and implement the customer success strategy based on stakeholder feedback and business requirements. You define goals, roadmaps, tools, direct future growth and monitor KPIs in order to deliver the best experience to customers. You will lead & grow the remote-first CS team, plan for resources, ensure execution, and improve our mechanisms to agree on priorities and daily tasks. You will become part of the leadership team with the responsibility for customer success and provide input into overall strategies on how to take the company to the next level.