Head of Customer Success

Tysons Corner, VA

At theCut, we build technology for the culture. We’re shaping up the barber shop experience, building tools that empower and embolden people to live their best lives. With over 28 million appointments booked, a community of tens of thousands of barbers, and nearly 3 million users, we are the go-to platform for barber shops.

We welcome people from all backgrounds who want the opportunity to create a future where everyone looks and feel their best. We're building a culture that's different from the typical startup, one that resonates with all of the things that are synonymous with urban barbershop culture - sports, music, community, pop culture, etc. If you’re curious, passionate, collaborative, and want to join a culture that challenges you to be the best you, come work with us, and let’s inspire confidence and clean cuts, together.

THE ROLE

We are hiring our first Head of Customer Success to help us continue delivering the premier barbershop experience for our community. The brand loyalty that we have is born from true love of our product and how we teach those who use it. Users appreciate the care and craftsmanship that goes into each release and how we communicate its value. You’ll need to be a top notch problem solver with an edge - we’re adding ten's of thousands of users every week so you’ll have to learn fast and be quick on your feet. We're looking to you lead our CS team and curate a level of trust with our users and grow with the company.

THE RESPONSIBILITIES
  • Create company-wide culture of Customer Success
  • Drive company-wide definition of ideal customer
  • Create company-wide customer feedback loop
  • Map customer journey
  • Define segmentation of customer base and varying strategies
  • Develop listening points in journey (e.g., usage, satisfaction, etc.)
  • Set the overall vision and strategic plan for the Account Management organization, focusing on driving product adoption, leading a positive customer experience, and driving growth through gross renewals and net retention improvements.
  • Drive customer outcomes, product adoption and customer experience
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
  • Reduce churn and drive new business growth through greater advocacy and reference ability
  • Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement
  • Recruit and develop a high performing team
  • Expand our revenue in accounts through new sales and up-sell opportunities with our core products
  • Develop company-wide customer success motion integrating processes, content and data to/from stakeholder organizations (e,g., Marketing, Sales, Product/Engineering, etc)
  • Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate
WHAT WE'RE LOOKING FOR
  • Demonstrated progressive experience leading customer success managers, account management, or sales teams. Professional services experience is a plus.
  • Demonstrated progressive experience leading managers of teams in a SaaS or subscription enterprise software company
  • Proven experience leading teams, driving new and expansion sales, driving software adoption and leveraging customer success best practices
  • Proven experience leading teams, driving new and expansion sales, driving software adoption and leveraging customer success best practices
  • Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning
  • Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
  • Experience successfully working with senior (C-level) executives
  • Able to collaborate across the organization and with external stakeholders
  • Passion for theCut and barbershop culture
  • You’ve booked a haircut on theCut
BENEFITS
  • Great medical, dental, and vision insurance options
  • Student loan repayment plan
  • 401(k) plan to help save for your future
  • Unlimited paid time off
  • Health and wellness stipend
  • Free lunch and snacks
  • Free company swag
  • Free haircuts through theCut

theCut is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. theCut does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender-identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. theCut also strives for a healthy and safe workplace and strictly prohibits harassment of any kind. theCut adheres to all relevant state laws and local ordinances, and its internal policy, theCut will also consider for employment qualified applicants with arrest and conviction records.