Headquarters: Distant
URL: http://onthegosystems.com
WPML is the world’s hottest multilingual plugin for WordPress. We energy a whole lot of 1000’s of paying clients. Our clients are companies, retailer house owners, publishers, and governments. We’ve been worthwhile for over a decade. We ship actual software program that actual clients rely on. We’re not a startup on the lookout for product-market match. We’re a mature firm that wants somebody to personal considered one of our most vital numbers.
The Job
You personal retention. Not coordinate it. Personal it.
Which means:
- Churn charge, renewal charge, and internet income retention are yours. You set the targets. You construct the plan. You ship the work. You report the outcomes.
- Our NPS program and our public-rating surfaces (Trustpilot, Capterra, G2) are metrics you progress. They don’t seem to be initiatives you status-report on.
- You lead the prevailing Retention crew and form its evolution. You coach the crew. You get extra from the folks on it than they’re getting from themselves at this time. The crew’s form will evolve as your AI-amplified work scales.
- You’re employed with Assist, Engineering, and Product as your three core counterparts. Assist is the place at this time’s churn sign lives. You always mine what’s trending and what clients are battling proper now. You’ll not request experiences from Assist. You’ll use our inside intelligence instruments and look your self. Engineering and Product are the place you ship retention-critical fixes. You arrive with enterprise instances that make prioritization apparent.
- You report back to the CEO immediately. No layers. No fancy slides. Solely outcomes.
Who You Are
- You wish to be doing the work, not simply managing it. Your greatest weeks are those the place you wrote the technique, ran the evaluation, drafted the comms, and shipped the experiment your self. AI instruments are a part of your each day working stack. You utilize them to do extra, to not escape doing. You probably have been promoted away from doing the work and also you miss it, that is the job.
- You have got measurably moved a retention metric at a earlier firm. You’ll be able to describe precisely how. Particular numbers. Particular actions. Particular outcomes.
- You come from a self-serve B2B SaaS. SMB, prosumer, or developer instruments. You realize the distinction between working a self-serve renewal movement and working an enterprise CSM crew. You have got accomplished the previous.
- You’re data-fluent. You learn funnels for enjoyable. You’ll be able to write SQL or instruct an analyst exactly.
- You determine. When you’ve gotten 70% of the data, you commit and modify. You don’t escalate selections again to your CEO that you just have been employed to make.
- You deal with coordination as the price of the work, not the substance of it.
In case your most up-to-date expertise is enterprise CSM with a devoted e-book of accounts, this isn’t the position.
What We Supply
- An actual metric to maneuver. The authority to maneuver it.
- Direct, common entry to the CEO. No politics. No committees.
- An AI-amplified working tradition. The CEO makes use of AI instruments each day for evaluation, drafting, and strategic work. You’re anticipated to do the identical. We spend money on the tooling and the crew norms that permit a small operation punch above its weight.
- Aggressive senior-leadership compensation. Specifics with HR.
- 100% distant since 2008. Sturdy async tradition. Modest assembly load. Actual flexibility on hours.
- Competent counterparts. Our engineering crew ships. Our product crew ships. Our help crew is in each day contact with clients and produces actual intelligence about what’s breaking. You’ll not be the one individual making an attempt to make issues occur.
- Direct entry to buyer intelligence. We’ve inside instruments that allow you to probe help traits, ticket patterns, account habits, and churn indicators on demand. No experiences to request. No conferences to schedule. The information is in entrance of you everytime you wish to look.
- Beneficiant time without work. Schooling and convention price range. {Hardware}.
- A 17-year-old worthwhile firm. Stability with out paperwork.
We’re excited to listen to from individuals who take pleasure in constructing, enhancing, and making an actual affect, and we sit up for studying extra about you!
To use: https://weworkremotely.com/remote-jobs/onthegosystems-head-of-customer-success
