About GoodTime
Every meeting should move you closer to achieving a clear outcome—whether it’s bringing an idea to life, hiring the best candidate, or closing a sale. GoodTime brings the right people together to make it happen. Over 300 leading companies like Spotify, Slack, Pinterest, Okta, HubSpot, and Box have scheduled more than 7 million smart meetings with GoodTime. Learn more at goodtime.io.
Our Culture of Entrepreneurship is built on three pillars; autonomy, accountability, and collaboration. As a teammate at GoodTime, you will need to rely on and embody these traits, own your role, and balance autonomy with company alignment.
You might be a good fit for GoodTime if you:
- Dislike politics and “red tape”
- Are bored without a hard problem to solve
- Can make a path forward, even in ambiguous situations
- Are humble, able to admit your failures and give and receive feedback
- Love to learn, self-taught in many areas
- Enjoy seeing your hard work make real impact and controlling your own success
The Role
We are seeking a Head of Customer Success to shape GoodTime into a world-class professional services organization that delivers high quality products with a strong agile mindset. This role will report to the Head of Company Strategy (CEO) and work closely with business unit stakeholders to balance velocity, core team maintenance, and cross functional initiatives.
To be successful in this role, you should be an exceptional leader and people manager, who is also comfortable setting and prioritizing goals, managing budgets, and juggling timelines for multiple simultaneous projects in a fast moving environment.
Core Responsibilities
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Strategy: Set the vision and develop strategic goals for the department, based on a substantial understanding of modern creative workflows, working with leadership to set and track department goals and metrics
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Training & Coaching: As a player/coach, recruit, train, and mentor a high-performing team of customer success professionals
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Product Adoption & Upsells: Drive aggressive product adoption and account expansion by attaining a deep understanding of client needs and opportunities for upsells
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Executive Relationships: Strengthen and expand relationships with executive decision makers and key stakeholders at many of our largest strategic accounts
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Onboarding: Oversee client onboarding and lifecycle experience, stepping in as needed to navigate difficult situations
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Metrics Driven Management: Set clear metrics and goals for team and individual efficiency as well as client success
What it takes to excel
- 10+ years of leadership experience in client success, account management or sales with a track record of supporting aggressive revenue growth
- 5+ years of management experience and experience in providing strategic guidance and operational oversight in customer-facing teams
- Expert in persuasion and room control in executive or high-stake customer meetings
- Experience running strategic or enterprise accounts, Implementation, Community and Support teams
- Strategic decision making based on what’s best for the company as well as the entire customer base instead of an individual customer’s happiness
- Disciplined executive who takes no BS and gives no excuses when it comes to bringing the company and the entire customer base to success
- Strong analytical aptitude to use data to make decisions
- Highly entrepreneurial and able to operate independently with minimum supervision
- Experience scaling customer support operations to help CS team do more with less
Compensation:
- The target compensation for this role is between $180,000 and $250,000 USD Base.
Why you’ll love this job:
- Win as a Team; You’ll work with smart people who are driven by results
- Challenge the Status Quo: Your ideas will be debated, executed or maybe tossed out. But they will always be heard
- You’ll work with a leadership team who believes in transparency and meritocracy
- Benefits including flexible work hours, competitive salaries, paid time off, medical, dental, & vision insurance, and much more
- Work alongside teams remotely from anywhere in the US
Commitment to You
The more diverse and inclusive the workplace, the more our product, community, and company can flourish. As a prospective teammate, we don’t expect you to “check” every box here. If you believe in the vision and values at GoodTime, please apply! We’re proud to support and be an ally to the BIPOC community, women, veterans, and those recovering from the various effects of the pandemic.
Benefits/Perks
- Remote first culture, with fully paid annual company get togethers for ALL teammates
- Health, Dental, and Short-term Disability plans, with generous employer contribution
- Flexible time off
- 8 week Parental Leave (including adoption placement)
- $500 home office reimbursement
- Up to $500 towards self-selected learning and development
- Paid subscription to Calm app (meditations on meditations y’all)
- Pre-IPO Stock Options
Remote in United States Only
Please Note: No 3rd Party Agency/Recruiters will be considered.
