Head of Customer Success

About AngelList:

We exist to accelerate innovation by increasing the number of successful startups in the world. We want to give more people the opportunity to participate in the venture economy by building the financial infrastructure that makes it possible for more people to invest in world changing startups, and build tools for startups that help them run their operations so they can focus on building. 

AngelList is the nexus of venture capital and the startup community. We support over $124B+ assets on our platform, and we’ve driven capital to over 12,000 startups, almost 282 of which are unicorns. 57% of top-tier U.S. VC deals involve investors on AngelList.

While our scale is large, our ambitions are even larger – we’re innovating on the financial infrastructure for venture investors and the startups they invest in. Come build with us.

About the Role:

The Head of Customer Success will shape and build our customer success strategy. This role requires a visionary leader with a strong background in designing and implementing processes, structure, and strategy in mature customer success and professional services organizations. You will be instrumental in setting the overall vision and strategic plan for the customer success organization across all products and segments, focusing on ensuring AngelList customers successfully adopt our products with a positive experience, driving retention and enabling growth.

You will:

• Vision and Strategy - Define and execute the overall vision and strategic plan for the customer success function.
• Team Leadership - Develop and lead a high-performing team focused on driving customer outcomes, from recruiting to coaching and mentoring top talent.
• Customer Engagement - Develop customer success motions integrating processes, content, and data to drive customer outcomes through successful product adoption and engagement.
• Accountability - Establish and maintain a customer-centric culture of accountability within the Customer Success team.
• Collaboration and Communication - Work closely with the Sales organizations to align on growth plans and account coverage and collaborate with stakeholder organizations (e.g., Marketing, Sales, Product/Engineering, etc) to ensure a coordinated customer experience.
• Operational Excellence - Implement data-driven approaches to measure and improve customer engagement and success metrics.

Other characteristics of the ideal candidate:

• 10+ years of experience in customer success or account management roles within an enterprise SaaS company, including demonstrated ability to lead managers of teams.
• Strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams.
• Proven track record of delivering exceptional customer and business outcomes.
• Deep understanding of customer success best practices and methodologies.
• Demonstrated operational excellence in analytical thinking, process development and improvement, problem-solving, communication, delegation, and planning.
• Data-driven mindset with the ability to leverage insights to drive decisions and improvements.
• Ability to navigate complexity and collaborate across the organization and with external stakeholders.
• Track record of being flexible and agile in responding to evolving business priorities and dealing with ambiguity.
• Willingness to address escalated client issues with urgency.

How Success will be Measured in this Role:

• Team Performance: Developing a high-performing, customer-centric team that meets or exceeds key performance metrics, such as customer retention rates, and drives upsell/cross-sell opportunities that contribute directly to revenue growth.
• Customer Satisfaction and Advocacy: Increasing customer satisfaction scores and cultivating customer advocates.

If you don’t tick every box above, we’d still encourage you to apply. We’re building a diverse team whose skills balance and complement one another.

AngelList has offices in two hub cities: San Francisco and New York City. This role will be based in the NYC office - this person will be expected to come into the office at least two to three times per week.

Benefits: We support our employees in their lives both inside and outside of work.

* See additional detail on our benefits here: https://angell.ist/venture-benefits

* Learn about our Funders & Founders Program here: https://join.angellist.com/

Learn more about what AngelList has accomplished by checking out some recent things we’ve published over the last six months: AngelList Confidential 2023

AngelList is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.