Head of Customer Success (Growth Agency)
Soar
Hey there 👋
My name is Dimitry and I’m the founder of Soar. We build productized marketing services with a focus on community-driven marketing.
We deliver our services in a streamlined way and believe in impacting as many startups and creators as possible using well-defined and transparently priced and scoped services.
The services we have are unique. They focus on integrating brands into the communities that are talking about them across platforms like Reddit and Quora. In the future, who knows, we might be the first agency truly tackling Discord, ProductHunt, and other community platforms as a marketing channel.
No matter the service, we try to keep the service experience transparent and fair to our customers. It’s a core tenet and a welcome relief for a lot of the people who come to us.
We’ve been growing fast during Covid. Our specialization in Reddit combined with the growth of the crypto//creator economy has really pushed us up. Now we need to improve and expand the way we work with our clients.
So… let's dive into the role & some of its responsibilities.
As our Head Of Customer Success, you’ll own the client experience as a whole, including customer support, account management and sales. And chances are you’ll have a lot to say about the platform and how our customers experience our website too.
Set the bar for how we service founders ❤️
As the champion of our clients, you’ll be making sure that our team is laser-focused on what really matters. Delivering meaningful work to our clients. Help us see the client's perspective and deliver top-notch experiences across the company and customer success teams.
- Develop a company-wide standard. What does excellent service mean? What are the most important components of an excellent customer strategy? Look at what we’ve built now and help us find opportunities to serve our customers better.
- Build structure! Help us develop our core sales, customer success, and account management assets. Setup & formalize SOPs for customer success functions as needed.
- Collaborate with leadership to establish the core KPIs and metrics we use to measure how well we’re servicing our clients
- Create an up-to-date map of our customer journey. Ensure every step in the customer journey is measured and improving over time
- Establish a monthly alignment call that allows us to connect with our clients and collect feedback on our services and campaigns.
- Travel (post-Covid) and represent Soar as needed across conferences and Startup events. Talk with our customers and discover opportunities and pain points
- Hire and manage team members working within the Customer Success umbrella.
- Jump and manage onboarding and client calls as needed to support your team
Other important info 📚
- The right candidate can come from any background but has experience with the customer-facing side of delivering services, working in agencies.
- Hubspot knowledge is a huge plus.
- Be ready to take on the leadership role and develop strategies within your department
- Have a curious mind and be ready to continuously improve internal and external processes with the help of other team members
- Our team is fully remote, and we’re located all over the world. Expect to mish-mash with people from everywhere.
Perks of working with our team 🙌
- Weekly happy hours to unwind, chitchat, and (lately) play Among Us. Sus indeed
- Social clubs where we chat about cooking, tv, games, fitness, books & more. We share photos, stories from our lives and more on a daily basis.
- People change, roles shift. You’ll have the freedom to mold your career and trajectory based on what you care and want to develop.
Does this sound like something you want to work on? If so, apply! I look forward to reviewing your applications.
Best of luck,
Dimitry Apollonsky
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