We are hiring a Head of Customer Success to build loyalty and retention with our customers.  As a leader in our organization, this individual will have a greenfield opportunity to build out a new team that has a massive impact on the success of our company.  

Responsibilities:

Delight the customers:

• Increase renewals
• Reduce churn
• Ensure satisfaction with platform
• Increased NPS 
• Drive testimonials and referrals

Flawless Onboarding:

• Create frictionless onboarding plans, support structures & services
• Develop communication techniques & feedback loops to understand all pain points or hurdles

Clear Customer Journey:

• Develop the journey map
• Define milestones for success
• Implement clear OKRs to measure success
• Create goals & objectives for each customer relationship

Build Culture:

• Create a culture of Customer Success throughout our organization
• Work with Sales & Marketing to align messaging & awareness
• Work with Product & Engineering to ensure customer needs are understood, articulated and including in product roadmap
• Work with our customers to ensure their needs are addressed, and we are constantly communicating at all levels.  

Build Team:

• Attract, hire & retain amazing individuals to support your organization as we grow
• Ensure that there are clear opportunities for advancement, recognition and pay that align with the goals of the Customer Success team
• Train, coach and monitor performance 
• Listen to feedback & resolve team issues 

Qualifications:

• Ability to manage influence through persuasion, negotiation and consensus building
• Strong empathy for customers AND passion for growth
• Analytical and process-oriented mindset
• Must have a sense of design and fundamental understanding of digital marketing
• Highly dependable, self-starter, high energy, positive attitude with good organization and time management skills
• Team player who will innovate to continue improving the way Pillar serves its customer
• Excellent written and verbal communication skills

WHO IS PILLAR?

Our Purpose: Pillar will forever change how data is collected and presented to one of the oldest and largest industries in existence.  We don't have a job, we have a mission – bring better risk management and decision making to construction so we can build infrastructure that is desperately needed to support the generations of tomorrow.

 Our Team: We're small but rapidly growing team, and thrive on working with results-oriented team members in a fun and get-things-done environment.  We promote creative freedom, and encourage everyone on the team to embrace what they're really good at.

 Our Culture:  We value fast professional/personal growth, a good laugh, celebrating the wins and a positive, self-motivated attitude.  Oh, and we’re a tech startup, which means we don’t have a dress code, you work in a fun and flexible environment and employees get great benefits.