Head of Customer Success

IFTTT is the world’s largest connectivity platform for smart product and service development. With 18M users, 135k developers and over 650 enterprise services on the platform, we are the emerging standard for how digital brands work together in a world where everything is quickly becoming an internet service. With customers such as Dominos, Honeywell, Philips and hundreds more, IFTTT is becoming an essential integration platform for the world’s most innovative companies. 

An integration with the IFTTT Platform turns an API into a robust developer ecosystem that currently drives user engagement, retention and new revenue streams via connected products and services. As our network of users and services continues to grow, the scale and range of value we can provide for our enterprise customers will grow to include user insights and analytics, API and data centric revenue streams and more. 

To fully realize this vision, IFTTT is now looking for a Head of Customer Success to lead our talented customer success and account management team. In this role, the Head of Customer Success will report directly to the head of sales and manage the day to day operations and strategy of the existing customer management team.

What you'll achieve:

  • Learn and develop an understanding of the existing customer management playbook at IFTTT while managing the team to 2019 goals
  • Build an overview playbook that helps identify areas of growth
  • Develop an understanding of our customer base, segmentation and opportunities for growth 
  • Build, own and manage to a customer satisfaction target
  • Manage a customer retention target while identifying opportunities to improve customer satisfaction and renewal success
  • Partner with the new business team to develop a process for identifying and working upsell opportunities
  • Provide regular customer feedback to product and engineering teams through the development of a customer advisory board

Competencies

  • 5+ years of customer success experience in a high-tech environment
  • 3+ years managing, hiring, and coaching a team
  • Excellent enterprise customer relationship management skills with the ability to manage complex organizations and executive relationships
  • A willingness to roll up your sleeves, lead by example and maintain regular customer-facing contact
  • Experience working in a growing, scaling environment wearing many hats (startup experience a major plus)
  • Strong written and verbal communication skills
  • Excellent analytical abilities
  • Proven ability to collaborate with colleagues and stakeholders

Benefits and Perks

  • Earn uncapped commission as you develop new pipeline for sales executives
  • A fast-paced and collaborative environment where you will regularly engage with our senior leadership
  • An opportunity as an early team member to help shape the direction of the Company
  • Competitive compensation
  • Health (medical, dental & vision), Transit, Flex Spending & 401(k) benefits
  • Equity
  • Unlimited PTO policy
  • Annual Always Learning Allowance 
  • Catered lunch 2 days a week
  • Snacks and Bevs
  • Dog-friendly office