Head of Customer Success (SaaS)

Who We Are
At Salesmsg, we believe conversations are good for business.

The fastest, easiest way to start those conversations is through text messages. That’s why we built a simple, scalable platform that makes two-way texting conversations possible for businesses.

Our team of extremely talented people designed our Salesmsg app—our all-in-one text messaging and calling platform for sales, marketing and support teams. 

Salesmsg is also a fast-growing startup. For two years in a row, Inc. Magazine has named Salesmsg one of the fastest growing private companies in America as part of their prestigious Inc. 5000 list. 

Since we launched, Salesmsg has helped thousands of businesses attract, engage, convert, and care for customers with text messaging.

Right now, we’re looking for an experienced Custer Success master and support champion to be our next Head of Custer Success.

(Could this be you? Keep reading to find out. But first…)

Why Salesmsg?
We’re a people first company.
Easy to say, right? We really mean it. We love hiring remarkable, brilliant-but-humble people who are some of the kindest people you’ll meet. That includes everyone from our two co-founders to our just-started-this-week team members. 

We put our customers first. 
Our ultimate goal is our customers’ success. That goal drives every area of our business from our product team who created 157 new features in 2023 alone to our customer success team who responds to customers in an hour (or less). 

We’re a remote company. 
Why bother moving or driving to the office when you can work from home? That’s why our team is spread across the U.S., Europe and Asia (Florida, New York, Georgia, Indiana, Colorado, Wisconsin, Texas, Utah, California, Bosnia Herzegovina, and Belarus). As long as you can show up to work on your computer, we’re happy to have you!

We only build exceptional SaaS products.
Our worldwide team built our best-in-class platform with simple, scalable features that we improve every single day. 

We give potentially life-changing equity.
We’re a startup, so we want to reward the top performers who get us where we’re going. That’s why we give equity in the company, so your hard work in our company’s future will directly impact your future too.  

We pile on the benefits.
Besides a competitive salary and equity, we offer all the benefits you need to take care of yourself and your family like health, vision and dental. 

Our Core Values
1. We Figure It Out.
We’re a startup. Stuff will break and things will not work as you want them to. You will hit barriers and blocks keeping you from getting done what you said you’d do. You are the type of person that “come hell or high water” will figure it out. This is fun for you.

 

2. Seek Continuous Improvement.

We pursue GREATNESS. There’s a wealth of knowledge in books, articles, videos, courses, training events, and everywhere you look. Just Google it. If you can’t “figure it out” yourself, trust me, someone else already has for you. We’re resourceful and go deep to learn the best strategies.

 

3. Keep it Real & Conversational.

Seeing things for “how they truly are” gives us power. In fact, we have be real in order to survive and thrive. We have to speak truthfully and honestly because if we don’t things go unsaid, animosity stirs, and resentment takes over. It’s debilitating for high performance teams to win. Speak truthfully and keep it real. Call it like it is. Provide solutions, not problems.

 

4. People First Mindset.

As we seek to constantly improve we realize that the best answers to many of the opportunities to grow, products to create, and partnerships to solidify come from our customers. Helping the customer achieve success is our ultimate goal and through that we find new ways to make our product and team better.

 

5. Be Flexible.

The road is never straight and there will be twists and turns and bumps and stops. We all need to row in the same direction to work together and get things done. Don’t make it harder than it has to be. If it takes a few minutes, hook a brother up. Don’t battle. We win together, not apart.

Okay, with that out of the way, let’s get into what this role will look like for you…

Head of Customer Success: Is this you? 
Are you the leader who loves to work one-on-one with customers—while you also managing a high-performance customer success (CS) teams at the same time?
Do you have that magnetic personality (or just serious people skills) that makes all kinds of customers want to not just talk with you, but hang out with you in person?
Do you get excited about helping customers solve their problems—while also providing an elevated level of service, so they become your best, raving fans?
Are you a tech-loving SaaS person? (In other words, do you love finding out how different tools and integrations work together, so you can easily help customers with their tech issues?)
Beyond that, do you love digging into the team numbers to figure out how to do everything you’re doing even better?

If so, you could be the Customer Success leader we’re looking for. 

As our new Head of Customer Success, you’ll be in charge of every aspect of our Customer Success + Support departments. That includes owning both team’s KPIs including CS-led revenue, onboarding, retention and support-driven churn-reducing initiatives.

In this key customer-facing role, you’ll also be managing (and building) methodical, data-driven support and CS processes, taking care of Top Tier customers in your own book of business, while working with everyone on the team to create the best possible experience for our customers.

And of course, you’ll be managing and developing high-performance SaaS support and CS teams. 

(Sound like fun? Keep reading!)

What you’ll see and improve
Customer Success numbers: At the highest level, you’ll own the KPIs for your customer success and support teams. That includes owning the customer relationship end-to-end, retention, onboarding, driving adoption of features, case studies and more.

Custer Success teams: We’re always looking for ways to optimize our teams. So we’re relying on you to help us hire, train and lead a team of high-performing support and CS members. You’ll also ensure everyone on your new team hits their KPIs and goals.

Key relationships: You’ll be responsible for building and maintaining strong relationships with our most important customers—especially the Top Tier customers in your book of business.

CS and support plans for the year: We go deep on planning. You’ll be our CS team quarterback who builds the support and customer success strategy to hit this year’s numbers. 

Customer onboarding sessions, show-and-tell demos and webinars: You’ll lead new client presentations, including customer onboarding sessions, product webinars and show-and-tells.

Craft client solutions: We want to hear what customers are thinking. As a face in our company, you’ll directly speak with customers to understand their unique pain points—and create compelling plans to help meet their needs.

Oversee help articles and other support materials: Along with other key players on the team, you’ll be responsible for co-creating the CS and other support materials to help customers reach their goals.

Create / maintain the support and CS playbooks: We have many CS and support processes in place. You’ll be responsible for scaling existing processes—while also implementing your own—to optimize everything your teams are already doing.

Be the coach your teams need: You’ll effectively lead your CS and support teams in their day-to-day customer-facing roles, while also providing any guidance your team needs as they manage all aspect of the customer journey.

Help your clients become our next success stories. You cultivate a network of customer advocates through reviews and feedback, so we can continually generate new case studies and testimonials.

Find new opportunities in the numbers: You’ll leverage our data to construct, forecast and manage all areas of the support and CS teams—while seeking out new opportunities for customer-led growth.

Own the CS Tech Stack: You’ll use Stripe to process payments, refunds, disputes and all things billing. You’ll create user stories around customer wants and needs in Canny. You’ll easily move between Intercom, Vitally and other tech tools to take care of customers’ requests.

Make our product even better: As the voice of our customer, we’d love for you to collaborate with internal product teams to provide feedback that can shape future product development. That includes creating systems for tracking bugs, features and other improvements for Salesmsg.

The countless things we thought of yet: Again, we don’t micromanage. You tell us what needs to happen to hit our numbers. Then do it. Simple as that.
What you already have
Minimum of 5 years of customer success / support management experience in B2B/Small to Medium Enterprise software.
You have a record of meeting or exceeding your goals as a SaaS support or CS manager.
You demonstrated your ability to develop and lead a high-performing SaaS support or CS team.
You have experience with both support and customer success teams.
Passion, drive and the desire: You want to be a part of a growing team that makes a difference for both the company and our clients.
You have exceptional in-person, verbal and written communication skills—including presenting alone in front of large groups!
You can work in an entrepreneurial environment where self-motivated individuals succeed.
Bachelor’s or Master’s degree in business or related field
You have what it takes to lead and inspire a team.
How success is measured
Complete ownership of the entire support and sales teams.
Specific KPIs, quotas and outcomes to show off your teams’ skills all year long.
Your team is happy, high-functioning and successful.
To recap, you’ll enjoy
Remote work: Work from anywhere
Medical, Dental, and Vision Insurance: Personal health, dental, and vision 50% covered after 30 days.
Team trips: We book at least one all-expenses-paid team trip per year.
Unlimited PTO. Need time off, just let us know.
Wellness Perks: Classpass access to 41,500+ studios worldwide (yoga, cycling, Pilates, Barre, running, strength training, dance, sports, videos and more.)
Books and Courses: A monthly budget of $100 to spend on books. Plus access to over 10 courses already across marketing, content creation, SEO, and more.
Focused Time Blocks: We discourage meetings before noon so employees can have undistracted time to work.
Bonus Structure: Potential bonuses based on performance.
$250 Charity Donation: We will donate to any charity of their choice.
Semi-Monthly Paychecks: Get paid on-time every other Friday.
Swag: T-Shirts, stickers, and Salesmsg gear to kit you out!
Teledoc Virtual Health: Speak directly with a doctor anytime from anywhere.
TalkSpace Online Mental Health Therapy: We’ve got you covered for when you need help.
Incredible Growth and Promotion Opportunities: Ground floor opportunity to make your mark.
Ready to get started?
We hope you already clicked the button to apply.

But just in case, please know that we completely understand that not everyone will tick every box above. That is not as important as who you are. We’re looking for a remarkable person who’s willing to do the work to help us build something great. 

Seriously, if this sounds like something you’d love to do—and you’re willing to take on this challenge—we want to talk with you.