Non-Tech Jobs: Head of Customer Success.
Job Type: Remote.
About IOV Labs
At IOV Labs, our goal is to empower the next generation of fintech innovators by equipping them with cutting-edge decentralized tools and technology to construct a brand-new global economy.
We are focused on the development, promotion, and support of the RSK Blockchain, which is a Bitcoin merge-mined smart contract platform. In fact, it’s the most secure smart contract platform globally, providing our partners with a robust and reliable infrastructure.
Furthermore, we’re devoted to creating the RSK Infrastructure Framework (RIF), which offers our partners all the necessary tools to design decentralized applications and novel Open Finance services on the RSK Blockchain.
Every day, our teams work tirelessly to contribute to a more decentralized world, where freedom and fairness are at the forefront of every transaction.
About the Role.
We are currently in search of a proficient Head of Customer Success who can aid us in advancing and expanding our Customer Success department. As the Head of Customer Success, your primary responsibility will be to devise a comprehensive strategy and execute tactics that result in an effortless and rewarding Partner Journey. You will also be in charge of increasing NPS, partner retention, and implementing up-sell/cross-sell commercial activities.
This position will directly report to the VP of Growth and you will lead a team of Customer Success Managers and Agents. As the organization grows, you will have the flexibility to expand the team.
What You’ll Be Doing.
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- Develop a comprehensive customer success strategy and service model that includes proactive outreach and formal business reviews for strategic partners and scalable, efficient service for core partners
- Turn strategies into tactics and deliverables that drive the metrics
- Define and own the partner journey in partnership with Product.
- Gather feedback from partners and help incorporate that into the product roadmap
- Act as the voice of the partner throughout the organization, working with Product, Partnership, and Marketing to ensure that partner desires and frustrations are well understood, prioritized, and addressed
- Identify opportunities for continuous growth for partners, post-product integration
- Implement industry best practices and processes to ensure scalable, repeatable results
- Drive true value for partners and their end users
- Help foster a company-wide culture of Customer Success
What You Bring to the Table.
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- 7 to 10 years of overall management experience in the tech space. The candidate must also have at least 5 years of experience as a Customer Success Manager or related role
- Exposure to SaaS or crypto infrastructure business, as well as deep knowledge and experience in implementing Customer Success best practices
- Strong interpersonal skills and the ability to lead and inspire the team to drive results
- Ability to create strategies, implement them, track performance, and achieve set objectives
- Must be an analytical thinker with keen problem-solving; process development and improvement; as well as task planning and delegation skills
- Exceptional ability to communicate and foster positive business relationships
- Technical skills required, as they relate to the use of the product or service
- Accountability and personal organization are essential
- Experience in managing a diverse group and training each member
- Proven record of driving customer satisfaction and enhancing customer experience.
What You’ll Get Back.
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- Competitive salary, OTE quarterly cash bonus, and equity-like bonus.
- Laptop and other working tools you might need.
- 100% remote working (External Employee) from anywhere in the world.
- Global WeWork membership.
- Flexible working hours – you’re free to work however you work best.
- Paid holidays and personal leave days.
- Opportunity to work with state of the art technology through challenging and unique projects.
- Internationally diverse and dynamic team with a clear vision and strategy.
- Training programs to learn everything about crypto.
- Weekly scientific moments by our Research & Innovation team to learn about technology, challenges, and solutions in the blockchain world.
- Language courses: English, Spanish, or Chinese.
- Employee assistance program offering legal, financial, family, psychological, healthcare, and wellness counseling for you and your family
IOV Labs Mission, Vision, & Purpose.
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- Our purpose is to… build a more decentralized world, for a freer and fairer future.
- Our vision is… a safe and equitable global financial system that enables everyone to participate and prosper.
- We’re on a mission to… provide the next generation of fintech innovators with the decentralized tools and technology to build a new global economy.
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