Director of Customer Success (Remote, United States)

Website Crossbeam

United States

It’s an exciting time at Crossbeam. Less than two years post-launch, we have over one thousand companies using our platform, raised more than $40M of venture capital from leading VC firms, and are working with awesome strategic investors like Salesforce, Hubspot, Okta, and Slack. Best of all, we’re just getting started. In a market full of uncertainty, we are fortunate to have an unwavering long-term vision and the funding to see it through at full speed.

Crossbeam helps companies partner with each other in a more data-driven way by acting as an escrow service for data. Our platform allows companies to find overlapping customers and prospects with their partners while keeping the rest of their data private and secure.

As the team’s first Customer Success leader, you’ll manage Crossbeam’s growing Customer Success team, including the processes and strategies that will make them world-class. You will be supported by talented peers across the business, including our co-founders and key stakeholders in Product, Engineering, Sales, Marketing, Design, and People Operations. The challenge you’ll tackle at Crossbeam is unique — we’re leading the way in creating a new category of software. Ensuring that Crossbeam’s customers are engaged and delighted is core to that mission.

Responsibilities include

  • Managing a growing team of Customer Success and Ecosystem Development Managers responsible for ensuring that our customers onboard successfully, realize tremendous value, and continuously grow their use of Crossbeam.
  • Developing processes and procedures that will scale in a high-growth environment.
  • Building a deep understanding of Crossbeam’s functionality and becoming one of our product’s most informed power users.
  • Participating in senior-level discussions with company leadership regarding Customer Success strategy.
  • In partnership with our revenue operations team, using analytics and best-in-class tools to measure and manage a data-driven team.
  • Over time, hiring, onboarding, and managing additional team members to increase the impact and effectiveness of the Customer Success organization.
  • Influencing our Product roadmap by infusing customer feedback and insights into our Product prioritization work.
  • Analysis of user experience data and user research to inform Customer Success strategy.

These are some of your traits:

  • You have a depth of experience in B2B SaaS Customer Success and have succeeded in a leadership position on a Customer Success team.
  • You lead with empathy for the user. You understand their pain points and what constitutes success.
  • The idea of working in a fast-paced startup environment excites you.
  • You are a power user of SaaS products, specifically in the realm of B2B.
  • You believe in the value that successful partnership programs can drive.
  • You are able to closely follow new product releases, train the team, and in partnership with the product marketing team, ensure that customers are informed and excited about features as they’re rolled out.
  • You’re not afraid to speak up when you have a point of view, but can “disagree and commit” once a final decision is reached.
  • You believe in creating space for people with different backgrounds and viewpoints to share their opinions in a respectful environment.
  • You have an unrivaled work ethic, and are excited to learn from the team around you while leveling up our existing Customer Success efforts.
  • You have the ability to create a big picture strategy while executing on details.
  • You just read this whole list and got more excited than concerned.

How we work

Our team has always emphasized remote work, with teammates in the Philadelphia area and distributed across the country. We’re committed to a remote-first culture, with the majority of our collaborative work happening on Slack and Zoom.

When we’re able and when travel feels comfortable, we’ll celebrate with team offsites and events about once a quarter, and welcome our remote team to join for some facetime whenever they can. In the meantime, we’re focused on creating the best experience possible for new team members from a distance.
This role can be based anywhere in the US.

About Crossbeam

Crossbeam is a partner ecosystem platform that helps companies build more valuable partnerships. We have an office in Philadelphia as well as a number of remote teammates across the US.

Our Values

Trust is our business. We create value by building trust in our company, our team, our technology, and our network. Never let anything compromise that trust.

Feed the Network. Our customer network is our most valuable asset. Prioritize its growth.

Equity. We will build a workplace that ensures everyone access to the same opportunities to share in our success.

This is Fun. Few people are lucky enough to do what we do. Follow the fun in every step of the journey.

Benefits

This is a salaried role. In addition, Crossbeam offers:

  • Health Care Plan (Medical, Dental & Vision)
  • Flexible PTO Policy
  • Parental leave
  • Free Food & Snacks
  • Stock Option Plan
  • 401k Plan

Fully remote candidates are encouraged to apply. We have an office in Center City Philadelphia which we’ve closed temporarily due to COVID-19, with everyone working remotely. When we’re comfortable reopening the office, local candidates are also welcome to work from our Center City Philadelphia headquarters some or all of the time.

Crossbeam’s core value of Equity sits at the heart of our hiring process, and we’re proud to be building a culture where difference is valued. Applicants from diverse and non-traditional backgrounds are strongly encouraged to apply. We recruit, employ, train, compensate and promote regardless of race, religion, color, national origin, sex, sexual orientation, gender, disability, age, or veteran status.

To apply for this job please visit apply.workable.com.