VP of Customer Success - NYC at Hyperscience

| Greater NYC Area
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Company Description
At HyperScience we develop and deliver intelligent solutions to automate manual document processing for global financial services, insurance, healthcare, and government organizations. Founded in 2014, our solution extracts handwritten, cursive and printed typed text at better-than-human levels of accuracy and automation that get better over time. By streamlining operations and reducing the costs associated with data entry, we enable some of the world’s largest companies to improve customer service and drive new business opportunities.
With more than $50 million raised to date, we’re growing quickly and looking for individuals to join our team and make a difference in our organization and for our customers.
Job Description
The Customer Success team at HyperScience acts as the customer’s trusted advisor and advocate, building and growing an ongoing healthy relationship with each customer. Team members are responsible for implementing our software, preserving our current business, opening doors for additional opportunities, and growing our customers into life-long HyperScience advocates. The team is split in three verticals: Implementation, Customer Success Management, and Support. The VP of Customer Success defines and leads the team that owns customer relationships. 
We are growing at an extremely fast rate. The leader of the CS team at HyperScience will need to work with the entire leadership team to build highly repeatable processes that will allow us to scale. Our customers are the largest of large enterprises and government organizations in the US and our contract values are equally large. As a result we need a VP who can deploy software in hard settings and communicate the value of that (expensive) software throughout a customer. The leader must be able to work with the entire organization and our board (including our investor base) to drive us through the next few years of aggressive growth plans.
This is a full-time position located in downtown New York City reporting to the Chief Operations Officer.

Responsibilities

  • Lead, build, and define a world-class Customer Success organization at HyperScience, responsible for all post-sales activity including implementation, support, and retention
  • Quickly scale team to keep up with sales progress; attract, retain, and enable exceptional talent
  • Structure measurable KPIs around client health, retention, product implementation and adoption
  • Partner with product, engineering, sales and marketing to ensure positive customer outcomes
  • Partner closely with Product to offer an ever-evolving feedback loop to deliver increasing value to our existing and future customers
  • Define the roles of Customer Success, Implementation, and Support to provide an exceptional customer journey
  • Implement and oversee the tech stack your team needs to achieve success
  • Play an active role on the executive leadership team responsible for guiding the direction of the company

Qualifications

  • An experienced, respected leader who can operate and communicate with stakeholders (internally and externally) at every level
  • 10+ years experience in a leadership function owning Customer Success or Professional Services in high growth, SaaS or recurring revenue technology companies, experience with on-premise software preferred
  • High emotional intelligence, including curiosity, empathy, self-awareness, and integrity
  • Passion for solving customer problems, and always in the mindset of improving the customer experience thus creating ‘negative churn’
  • Experienced and respected leader who can quickly and thoughtfully build a Customer Success org
  • Excellent communication skills, can influence and motivate both customers and internal stakeholders
  • Startup experience preferred

Benefits & Perks

  • Top notch healthcare for you and your family
  • 30 days of paid leave annually to help nurture work-life symbiosis
  • A 100% 401(k) match for up to 6% of your annual salary
  • Stock Options
  • Paid gym membership
  • Pre-tax transportation and commuter benefits
  • 6 month parental leave (or double salary to pay for your partner's unpaid leave)
  • Free travel for any person accompanying a breastfeeding mother and her baby on a business trip
  • A child care and education stipend up to $3,000 per month, per child, under the age of 21 for a maximum of $6,000 per month total
  • Daily catered lunch, snacks, and drinks
  • Budget to attend conferences, train, and further your education
  • Relocation assistance

We are an equal opportunity employer. We welcome people of different backgrounds, experiences, abilities and perspectives. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

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Technology we use

  • Engineering
  • Product
    • C++Languages
    • JavascriptLanguages
    • PythonLanguages
    • ReactLibraries
    • ReduxLibraries
    • DjangoFrameworks
    • Microsoft SQL ServerDatabases
    • OracleDatabases
    • PostgreSQLDatabases
    • Google AnalyticsAnalytics
    • MixpanelAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement

Location

Our New York City office is located on the 45th Floor of One World Trade. Incredible views, open floor plan, and minutes from the Subway & PATH.

An Insider's view of Hyperscience

What are some social events your company does?

Outside of company-sponsored lunch daily, we do birthday & anniversary celebrations, dessert breaks, and company outings. It’s pretty common to get together for drinks after work or go to karaoke as a team. When our team from Sofia visits, we like to do something social outside the office, whether it’s lunchtime basketball game or rooftop drinks.

John Lee

Talent Acquisition Lead

What projects are you most excited about?

We’re working on building a Machine Learning model that allows our customers to process more types of documents, which will help significantly with their workflow. I’m excited to visit customer on-sites to see how different customers use our product. We’re here to make people’s lives easier so understanding specific use cases is always valuable.

Sarah

Product Designer

What are some things you learned at the company?

I’ve been at Hyperscience for more than a couple of years now and seen it grow 4x(!) in that time. The two most important things I've learnt in my time at Hyperscience have been learning when to ask for help and bias for action -- most actions can be reversed; the only way to never break anything is to never actually do anything.

Akhil

Director of Machine Learning

How do your team's ideas influence the company's direction?

We operate a growth mentality across all aspects of our business. Every team member is expected to go radically beyond normal expectations. This requires bold ideas coming from everyone. Once we choose a path to follow, we will all get behind it, irrespective of whose idea it was.

Charlie Newark-French

Chief Operating Officer

What makes someone successful on your team?

A successful member of our team is someone who shows up and gives 110% every day, is not afraid to ask for help and uses constructive criticism to better themselves. We represent the entire organization with new clients, and we’re excited to be the first touchpoint that works to understand their pain points and articulate our mission and value.

Lawrence Leeds

Sales Development Representative

What are Hyperscience Perks + Benefits

Hyperscience Benefits Overview

-Top notch healthcare for you and your family
-30 days of paid leave annually to help nurture work-life symbiosis
-A 100% 401(k) match for up to 6% of your annual salary
-Stock Options
-Paid gym membership
-Pre-tax transportation and commuter benefits
-6 month parental leave (or double salary to pay for your partner's unpaid leave)
-Free travel for any person accompanying a breastfeeding mother and her baby on a business trip
-A child care and education stipend up to $3,000 per month, per child, under the age of 21 for a maximum of $6,000 per month total
-Daily catered lunch, snacks, and drinks
-Budget to attend conferences, train, and further your education
-Relocation assistance

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
HyperScience employees can contribute up to $2700 annually to their FSA.
Dental Benefits
Vision Benefits
The vision benefits plan covers 100% for annual eye exams with $150 for glasses and contact lenses.
Health Insurance Benefits
HyperScience offers 100% healthcare for you, your family and dependents.
Life Insurance
Wellness Programs
Team workouts
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Child Care Benefits
-Free travel for any person accompanying a breastfeeding mother and her baby on a business trip -A child care and education stipend up to $3,000 per month, per child, under the age of 21 for a maximu
Generous Parental Leave
6 month parental leave (or double salary to pay for your partner's unpaid leave)
Flexible Work Schedule
Remote Work Program
Family Medical Leave
We offer unlimited medical/sick and bereavement leave.
Return-to-work program post parental leave
Vacation & Time Off Benefits
Generous PTO
HyperScience employees receive 30 days per year of paid time off annually (not including holidays and sick days).
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Employees get free lunch on Monday, Tuesday, Wednesday, Thursday, Friday.
Stocked Kitchen
Some Meals Provided
Employees get free lunch on Monday, Tuesday, Wednesday, Thursday, Friday.
Happy Hours
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
We offer $1500 annually for continuing education.
Online course subscriptions available
Customized development tracks
Paid industry certifications
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