Head of Customer Success

The Company

Recurrency is a sales, pricing, and purchasing automation platform for distributors. Despite distribution being a multi-trillion dollar industry, the legacy enterprise resource planning (ERP) systems that exist to help distributors manage their purchasing, inventory, sales, order processing, and accounting are decades behind. For the most part, ERP systems are painfully slow, difficult-to-use, and soul-crushingly manual.

Recurrency’s goal is to reverse ERP stagnation by building a streamlined and intelligent ERP: blazingly fast and complete with powerful automation tools like dynamic pricing and demand forecasting. Using Recurrency can boost a distributor’s revenue and profit margins, while reducing waste and saving time. Most importantly, Recurrency is fully-integrated with the customer’s legacy system, so deploying Recurrency in production can be done in as little as one day.

Founded in Los Angeles and supporting a fully-remote team across the United States, Recurrency is a fast-growing and venture-backed team of talented technologists going all-in on building the next great platform company. 

The Role

Recurrency is scaling quickly and looking to hire passionate, results-oriented leaders to help build and grow our Customer Success team. This is a unique opportunity to lead and grow a core business segment at Recurrency and have a fundamental impact on the success of a rapidly growing company. Our team is an outspoken group of creatives and critical thinkers, hyper-focused on driving enterprise growth. We embrace doing things differently in the midst of an industry struggling with supply chain stagnation.

Our Head of Customer Success is responsible for driving the post-sale engagement strategy across the company, redefining what customer service means within the Enterprise Resource Planning (ERP) industry. We are looking for an organized, tech-savvy, decisive, intellectually curious leader with excellent communication skills, personality, and the ability to learn quickly. You will help build a new industry-leading process for customer onboarding, business retention strategies, and relationships. Reporting to the VP of Operations, the Head of Customer Success will also play an integral role in developing talent strategies, building capabilities throughout the customer success team, and providing ongoing growth and development for your team and for yourself.

Customer Success is the heartbeat of what we do so you are the right fit for this role if you have the hunger to make an outsized impact. You see ambiguity and obstacles as opportunities to build something new. You take full ownership of initiatives and are proactive about capturing new opportunities. While working in a remote company, you prefer to work with a team (whether the pond is small or big) and help us make as big of a splash as possible.

What You'll Do

• Build, manage, and coach a team of Customer Success Managers including regular 1:1s, radical candor feedback in the moment, performance reviews, and career planning conversations
• Set goals and initiatives for the team and manage performance and productivity to achieve SLAs. Your primary business goals will be to maximize user onboarding success and retention, identify cross-sell/upsell opportunities for the sales team as the Recurrency platform expands, and help lead our core value to Create Wildly Successful Customers
• Design and implement the customer success standard processes, tools and playbooks to enable scalable growth of our brand
• Help develop the customer engagement playbook across the customer lifecycle, from kick-off to EBRs, onboarding & enablement, and renewal/upsell/cross-sell
• Develop performance metrics and benchmarks to measure customer health and team performance. Own tracking and reporting of meaningful metrics and share out to internal stakeholders
• Keep employees, teams and management engaged, motivated, and focused on short-term urgencies while preparing for long-term growth
• Work closely with Sales, Product, Engineering, Solutions Engineering, and other internal groups to set our customers and our CSMs up for success
• Work with our leadership team to own top-line revenue goals for your category, identifying opportunities for growth and operationalizing them in order to set and hit ambitious goals for maintaining our exceptionally low churn
• Partner with internal and external stakeholders and executive champions to expand the Recurrency brand, and teach your CSMs how to develop champions for each persona at each customer
• Build category expertise in order to understand the industry trends, insights, and goals across wholesale distributors and the greater supply chain network
• Partner cross-functionally with Recurrency’s product/engineering team to ensure customer’s needs are known and prioritized to drive development of best-in-class solutions

About You

• Experience with Customer Success in any of the following is preferred: SaaS, high-growth tech startup, e-commerce, and performance marketing
• Experience managing a high-performance team
• Strong problem-solving and analytical skills: you use data to draw insights and make decisions
• Equal parts strategic and operational — willing to roll up your sleeves and dive into account strategy and campaign set-ups when necessary
• Excellent communication skills to effectively collaborate with clients, including senior stakeholders
• Thrive in a matrix organization and comfortable working with cross functional teammates at all levels
• Enthusiasm and interest in the category you will own
• Bonus points for experience managing and/or growing SaaS contracts or performance marketing accounts
• Empathy, humility, and great listening skills
• Ability to lead projects end to end, we go all in!
• Desire to do cool things and have an impact on the world around you
• Champion Recurrency as a senior leader, and further our culture of high conviction, high morale, and high energy

First 30 days: 

• You will gain a deep understanding and appreciation of our mission, team, and culture through interactions and our onboarding process.
• You will begin to outline areas of opportunity within our current CS process, and start to meet current customers

Days 30-60: 

• You will develop and begin to implement a comprehensive CS flow, identifying key milestones within the customer journey, and laying the foundation for a world-class organization
• You will work closely with Talent and the leadership team to recruit and build a team of CSMs

Day 60+: 

• You will own the post-sales customer experience at Recurrency, helping us to redefine what customer service looks and feels like in the ERP space, and leading the charge to Create Wildly Successful Customers

Recurrency aims to ensure a diverse, inclusive, and welcoming work environment.

Individuals seeking employment at Recurrency are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.