Head of Customer Success

About DoubleGDP:

DoubleGDP aims to create better places in the world to live, work, and play. We build an end-to-end platform for cities to connect with residents, accelerate growth, and deliver responsive public services. For new cities and property developers, we help attract great residents, run municipal services efficiently, improve services over time, enable trust and reduce corruption, and adopt best practices from others. For their residents, we provide convenient ways to access city services, manage taxes and payments, obtain permits for businesses, events, or development, and share feedback with administrators. We believe that an integrated SaaS platform will provide the cornerstone for modern cities to grow rapidly, adapt quickly to changing needs, and be cost-effective and accountable in their delivery of excellent service. We also believe that the best way for us to deliver on this vision is through an all-remote company that empowers employees and customers through its values of results, transparency, and diversity.

Description:

The Head of Customer Success will lead the implementation with our customers (city administrators), crafting a joint strategy to help them grow with our platform. They will set strategic goals for our CS organization, manage the team that drives user adoption, and run our support operations. Reporting to the CEO, they will have an instrumental role in setting company direction, providing feedback and insights to product and engineering teams, and helping us bring on new customers. They must have good relationship savvy and business acumen, excellent written and verbal communication skills, familiarity with SaaS software deployments, and an orientation toward action consistent with values-driven leadership.

Responsibilities:

• Drive customer outcomes, often amid ambiguous situations
• Grow relationships with customers’ management teams
• Work with customer to set strategic goals and priorities that align with ours
• Advocate adoption of our platform with customers and their constituencies
• Run customer service and support operations
• Provide actionable insights both to customer and to other DoubleGDP teams
• Lead Customer Success team, develop its members, and grow it as we scale

Requirements:

• 5+ years leading customer-facing teams
• Technical proficiency with a range of SaaS platforms
• Demonstrated success in managing a team to outcomes
• Experience in sales or account management
• Strong analytical skills and ability to leverage data to inform decisions
• Understanding of training, support, and/or operations management
• Experience working in an international organization
• Ability to attract and retain talent
• Empathy, humility and listening skills

Method of Application

Submit your CV and application on company website: