Head of Customer Success
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When was the last time you were planning a business trip and really tried to save your company money? If your company allowed you to stay in a fancy hotel, would you ever volunteer to stay at an Airbnb or at a friend’s house? How about flying coach instead of business class? The vast majority of employees optimize for comfort and convenience, spending at the high end of their company policy limits, because, well, why not? So how can a company get its employees to care about expenses without implementing draconian policies, creating friction and frustrating employees? How can a company motivate its employees to save?
The answer is Rocketrip. We’re a NYC-based startup that rewards business travelers for cost-sensitive behavior. It’s a win-win: companies save, while employees cash in with real rewards.
The Role:
We’re looking for a thoughtful, charismatic leader to drive the success of our valued clients and manage our team of Customer Success Managers. This is a key role focused on the onboarding, adoption, growth, advocacy, and retention of our clients and their travelers.
What you'll do:- Influence lifetime value through product adoption, customer satisfaction, and overall health scores
- Drive new business growth through advocacy and reference-ability
- Minimize churn
- Map customer journey and define segmentation of customer base
- Identify opportunities for continuous improvement
- Learn from best practices in industry
- Oversee onboarding, training, engagement, advocacy, and reporting
- Successfully engage and build relationships with client counterparts and key stakeholders
- Measure team effectiveness
- Define operational metrics for team
- Establish system for tracking metrics
- Create rapid onboarding process for new team members
- Foster collaboration within team and across customer lifecycle
- Encourage continuous learning within team
- 5+ years relevant experience in customer-facing roles and team management
- Ability to manage influence through persuasion, negotiation, and consensus building
- Strong empathy for customers AND passion for revenue and growth
- Deep understanding of value drivers in recurring revenue business models
- Analytical and process-oriented mindset
- Demonstrated desire for continuous learning and improvement
- Enthusiastic and creative leader with the ability to inspire others
- Excellent communication and presentation skills
- Are in high growth mode, and as our first Head of Customer Success, you will have the the ability to make a huge impact
- Offer great benefits, including medical, dental, and optical
- Provide employees with a 401k plan
- Believe it’s important to rejuvenate and offer a “take what you need” vacation policy
- Have a dog-friendly office
- Provide access to gym membership discounts
- Also give access to a range of other discounts including Citibike and Zipcar
Founded in 2013 and headquartered in New York City, Rocketrip is aiming to revolutionize business travel by introducing the motivation to save. We’re a group of tech innovators who looked at the current state of business travel, became frustrated by the antiquated employee and employer experiences, and decided to do something big about it. Our team is focused on utilizing technology, design and data to align employee and company interests. Rocketrip is backed by a renowned set of investors and advisors, including Bessemer Venture Partners, Canaan Partners, Genacast Ventures, and Y Combinator.
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