Head of Customer Success / Experience - Sport Tech Scale-Up / SaaS
I'm working with a profitable sports technology scale-up at the heart of US school athletics, already supporting millions of users.
The plan is to double revenue. The customer function has to be built ahead of that curve, because the user base surges hard at seasonal peaks, and this hire exists to put the systems, automation and procedures in place before the spikes hit, not after.
This is far more than running a support team. You'll own Customer Support and Account Management, with a mandate to:
- Build an AI-first customer experience strategy
- Automate support through AI, self-service, triage and smarter workflows
- Design the systems and procedures that absorb huge seasonal spikes in demand
- Develop and coach the customer team
- Build stronger Product/Engineering feedback loops
- Evolve Account Management into a true customer success function
- Stay hands-on, including working directly in support (roughly a 60/40 strategy-to-doing split)
They're looking for someone with SaaS/technology customer leadership experience, an automation/AI mindset and the ability to operate strategically while still getting stuck in.
If you want to build a customer function rather than simply manage one, apply or message me for a confidential discussion.