Job Description
Are you a customer success veteran ready to lead and scale a world-class customer experience team? Tell me if this sounds like you… You've been in a senior role at an online marketing or tech company for a few years now and you're great at what you do.
You love the fast-paced, high-growth environment.
You know and understand that
customer success is not the same as customer support. And you're absolutely obsessed with great customer experience because it's directly tied to a company's long-term success. It's only by wow-ing your customers at each step in their user journey that you can make them life-long customers, right?
But…
You're looking for something new. A new challenge; a new leadership opportunity...
If this is you, this role might be exactly what you're looking for. With us, you'll:
- Be responsible for designing and leading our entire customer journey
- Become our customers' strategic partner and have a direct impact on the success of their businesses
- Join a rapidly growing start-up of 60 people (and counting)
- Encourage a customer-centric culture within our team and coordinate our internal resources to constantly improve the customer experience
It's a BIG task.
So if you're up for it, this page could literally change the course of your career. But only if you keep reading.
First, though, a little bit about us.
Who We Are AmpiFire helps businesses get hyper-targeted traffic by posting content everywhere.
With a few prompts, AmpiFire creates content that's ultra-specific to established businesses. We support all major formats such as social media posts, videos, news articles, blogs, podcasts, and infographics.
The content is then automatically published on hundreds of websites and platforms such as X/Twitter, YouTube, Google News, Apple Podcasts, etc.
For many small and medium businesses, this means they can access impactful, affordable content marketing for the first time ever. They no longer need typical content marketing approaches which are much more labor-intensive.
We've invested a lot of time and effort into creating the best product we can.
Here’s where you come in…
As our Head of Customer Success, your number one priority is mapping out and implementing a seamless customer experience from A to Z. That means maintaining:
- High usage rates
- Low churn rates
- Increased customer lifetime value [LTV]
- High upsell conversions
- High customer satisfaction levels across the company
But what's in it for you? Why would you want to join us?
6 Reasons To Join AmpiFire As Our Head of Customer Success This is a leadership role where you'll work closely with our CEO and CTO to develop and implement our vision for customer success.
But it's your show to run.
We trust in your experience to make the right decisions and meet our company objectives. So there won't be any micromanaging or hand-holding.
Of course, we'll support you in any way we can because your success matters.
But you're in charge of this department including hiring and growing your team. And you'll be responsible for making sure that every one of our clients is successful using our powerful content marketing and distribution tools.
If you're ready for this level of responsibility, this is the opportunity you've been waiting for.
- Let Your Problem Solving Skills Shine
We know that designing a customer journey strategy is a challenge. Especially because two customers are never the same.
A generic, one-size-fits-all experience is not what we're looking for. So you'll have to know how to segment our users and meet their specific needs, at scale.
If that wasn't enough, your ability to balance our "big picture" needs with the details that customers care about will be just as important.
You'll be responsible for a lot in this role. But since making data-based decisions is your superpower, we trust that you'll build and maintain a customer experience that meets and exceeds our customers' expectations.
If you thrive on solving complex customer experience puzzles, you'll love the variety this role offers.
- Stability You Can Count On
Unlike most startups, you won't have to worry whether the company will be around next year.
We've been profitable since day one. And we have money in the bank, so we're not relying on the next bank loan or investment round to keep going.
You'll enjoy a unique mix of stability and fast growth that's rare in today's market.
- Make A True Difference To Our Customers
Our customers' businesses depend on getting exposure online. If they do, they'll thrive. If they don't, they're in trouble.
We serve small businesses almost exclusively. And we understand that for our society to succeed, small business has to as well.
That's why your role in making sure our customers get the most out of our product is so crucial. If you're successful at it, they'll be successful, too.
You won't be supporting some anonymous executives. These are real people with real stakes in their success.
- Work Remotely and Set Your Own Schedule
We've been firm believers in remote-first teams since our start. Why sit in traffic or a noisy office when you can work just as effectively from anywhere in the world?
While our team is distributed globally, our clients are primarily based in North America. This role requires working hours that align with the EST/PST time zones to effectively serve our client base and ensure timely communication.
- High Growth Company Opportunity
As a rapidly growing platform without any direct competition and a rapidly growing team, this is your chance to join a high-level position in a rapidly growing company.
We know we're offering a lot. So we expect a lot from you too.
This job will be unlike anything else you've done in your career. Are you up for the challenge?
What Will You Do As Our Head of Customer Success?- Design and oversee a seamless customer experience from A to Z
- Build, lead, and scale the customer success team as we grow
- Mentor and develop customer success professionals
- Collect and analyze customer feedback to make department-specific and company-wide improvements
- Build our knowledge database to educate clients on making the best use of our tools
- Create and engage a community of brand advocates, using gamification and other methods to boost interaction
- Analyze our user database to understand their needs better and develop ways to meet those needs
- Keep up with the industry's best practices and implement the ones relevant to our company
- Develop and encourage a customer-centric culture within our team
- Work with the tech team, sales team, marketing team, operations and support to continually improve the customer experience in all areas
Here's What We Expect From You - You have substantial experience working in marketing, technology, or SaaS company
- You have a proven track record of success in senior roles at one of the companies listed above
- You have a customer-first mentality
- You love improving processes and making them more efficient
- You have experience planning and implement training to engage and prepare our clients
- You're comfortable analyzing data, metrics, and customer feedback and can extract actionable insights from it
- Ideally, you've led or have been the second in command of the operations/customer success/marketing department of an eight figures revenue SaaS/online marketing company (preferred but not mandatory)
Compensation: $7,000 - $12,000 USD per month, based on experience and qualifications.
This is a fully-remote contract position, you can work from anywhere! However, we are ideally looking for a candidate whose core work hours are during PST & EST time to match our potential clients.
We hope you'll join our team!
Job Tags
Contract work, Remote job,