Customer Success Lead

  ABOUT LIVEFLOW:

We're building LiveFlow to help millions of people build better businesses by helping them manage their finances easily.

_ Every _ company has to manage its P&L and its cash, but too many companies drown because of manual financial work, no understanding of how their numbers work, and too many other day-to-day priorities.

We want to fix that.

We are backed by top-tier investors like Y Combinator, Seedcamp, WndrCo, Moonfire, and Bradley Horowitz (VP Product, Google). We were also featured as the top product on Product Hunt.

Here's a bit of press from our Seed Round fundraise.

• TechCrunch

• TechEU

• FinExtra

• The Irish Times

 

🪄 ABOUT THE ROLE:

Hey there! Lasse here - Founder/CEO of LiveFlow.

Providing outstanding customer support is one of my personal highest priorities at LiveFlow, and so is it for our whole team. Up until now, I’ve personally (with help from our brilliant team!) done all of our customer support, and I love it.

Helping someone achieve success with LiveFlow is incredibly rewarding to see. Now, our customer base is currently growing incredibly fast, and I’ve never scaled a customer success program so I need someone to help me! (aka. you? ) Someone to lead customer success, and create an outstanding customer experience.

Having that said, I will continue to be very hands-on, and I’ll do daily customer support with you (be it any time of day that I’m awake!)

My personal goal for you is that you join us as our Customer Success Lead , but eventually grow into our Head of Customer Success , where you will build your own team and lead the success/support function.

I could speak for hours about how important customer success is, but I know you are busy, so here are some examples of what our customers say about our current support

https://quickbooks.intuit.com/app/apps/appdetails/LiveFlow/en-us/

Now, we’ve done a good job so far, but we need to scale our customer success efforts to support thousands of customers.

Read on!

WHO ARE WE LOOKING FOR?

1. We are looking for someone who _ loves _ to help people. Someone who _ loves _ to help customers. Someone who loves to provide outstanding experiences — whether that be in software, hospitality, dining, or something else.

2. We are looking for someone who is incredibly ambitious for their own career. You don’t see this role as the end game. You are hungry to grow , you are hungry for new challenges , you are hungry to learn.

3. We are looking for a true problem-solver. You get energized by problems , and you jump on them to solve them. You think strategically , and whilst you love solving problems, you don’t _ scale _ problems. You create sustainable solutions , and then scale.

Alright — let me tell you about the challenges you’ll get to solve with us, shall we?

WHAT PROBLEMS WILL YOU NEED TO SOLVE?

You will help us to:

• Figure out how to provide outstanding support, at scale.

• Figure out what the right combination of self-guided support (i.e. help articles, videos) and live 1:1 support looks like.

• Turn our customers into product evangelists , such that customers can help other customers achieve their goals.

• Create and execute a customer support content strategy (i.e. written guides, videos, live webinars, etc.)

• Answer any questions you think we should solve that we don’t know about yet! Please help us understand our unknown unknowns.

WHAT WILL THE DAY-TO-DAY LOOK LIKE?

Live Support:
→  Proactively identify customers who aren’t maximizing their opportunity with LiveFlow and reach out to create an action plan to help them achieve success

→  Help customers via live chat, Zoom calls, Slack, Intercom, email, etc.

Content Strategy & Execution:
→  Write product guides to help customers resolve issues by themselves

→  Create video content to show product use-cases, and guides on how to get more out of LiveFlow

Onboarding & Activation:
→ Identify problems in our onboarding flow, and inform solutions to our product & engineering team

→ Create onboarding guidance (i.e. emails, phone calls, written guides) to help customers achieve their goals

Everything else: At LiveFlow, we don’t limit ourselves to the realms of our roles or titles. See something in another area that needs to be fixed or should be improved? Go and do it!

🧳 WHAT YOU WILL NEED TO BE SUCCESSFUL:

• You have deep empathy; both for people in general, and of course for customers.

• You are a teacher at heart; you can distill complex things into simple concepts to empower customers.

• You love to solve problems ; especially those you don’t know how to solve yet.

• You are incredibly ambitious; you have big dreams, in life and at work. You are always hungry for more.

• You have at least 2 years of relevant experience ; ideally in a high-growth B2B SaaS startup.

WHAT WE CAN OFFER YOU:

→   To be on the ground floor of building a company and get direct exposure to every function of the business

→   To lead one of our most crucial business areas ; customer success and customer support

→   To work with a humble, no-ego, ambitious , and collaborative team that's always here to support you

→   To experience immense personal growth. Want to become our Head of Customer Success? Want to become our Head of Ops? Or something completely different? Only you set the limits! 

SALARY, EQUITY & BENEFITS:

• Base salary:  You will get a competitive base salary. It’s unlikely it will exceed your current base salary; we’re a startup and managing cash is vital to us

• Equity: You will, however, receive a substantial equity package that will make you feel like a real owner of LiveFlow

• Unlimited  vacation/paid time off

• Health and dental insurance

• All the latest tech you need; MacBooks, Monitors, etc.

• Monthly budget to spend on books and conferences to ensure you are always up-to-date with the latest developments in your field

• Flexible working hours

INTERVIEW PROCESS:

1. 30 min screen call
2. 45 min skills call
3. Home task
4. FirstMind Talent Assessment
5. Career history interview
   6. Final interview

Sounds like something for you? Then, we would love to hear from you.

Company Size: 11 - 50 People

Year Founded: 2021

Country: United States