Head of Customer Success

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At Northspyre, you’ll join the incredible journey of transforming the way modern real estate teams manage complex projects. Leveraging data, automation and artificial intelligence, Northspyre helps facilitate faster, more predictable outcomes on complex real estate projects. In 4 years, our platform has already facilitated more than $30 billion of complex projects across the United States.

We are a passionate, collaborative, and diverse team who are eager to roll-up our sleeves  and make an impact at a startup that has the confidence and backing of some of the same investors who backed other revolutionary, industry transforming companies like SpaceX, Tesla, and Airbnb.

Help us build software that builds the world!

About the opportunity:

Northspyre is looking for a Head of Customer Success to join our fast-growing venture-backed start-up team. The Head of Customer Success will be responsible for overseeing and scaling a Customer Success organization that includes account management, customer support, real estate domain expertise, implementation, and other customer operations-related team members.

As a Head of Customer Success, you will bring 8+ years of experience at high growth, software-as-a-service companies with responsibilities that include people management and direct responsibility for overarching customer health metrics like NPS scores, net revenue retention and more. You are highly driven, strategic and a strong communicator.

Responsibilities

  • Oversee and scale our Customer Success organization to manage $100M+ of customer accounts over the next 3-5 years.
  • Directly manage functional leads for account management, customer support, our real estate domain expertise team towards meeting goals. 
  • Have a laser focus on translating overall company financial goals into measurable metrics and objectives related to existing customers and our customer success department.
  • Build, hire and help recruit a world-class customer success team.
  • Build out processes and strategies to lay the foundation for a scalable, sustainable customer success organization at Northspyre.
  • Increase customer retention, reduce customer churn, and work with other cross functional members within the customer success organization to prepare detailed playbooks. 

Must Haves

  • 2+ years of experience in fast-growing, venture-backed startups in a management role
  • At least 8+ years of total full-time work experience post-bachelors degree.
  • Bachelor’s
  • Experience managing direct reports
  • Strong written and verbal communication skills
  • Strong familiarity with key software as a service metric (SaaS) and account management practices
  • A professional, confident and collaborative personality; with ability to operate within multiple levels of the Northspyre organization
  • Demonstrated leadership experience and a mentality to do whatever it takes (with integrity) to meet goals, deadlines and keep those around you accountable.
  • Willingness to work long but fulfilling 11-13 hour days

Nice to Haves

  • Hubspot experience
  • Master in Business Administration
  • Previous experience working in Customer Success at a technology company
  • Experience management consulting at a top firm (like Bain, Boston Consulting Group, Deloitte, Ernst & Young (EY), PricewaterhouseCoopers (PwC), KPMG or McKinsey)
  • Operations savvy mindset, with an ability to identify and eliminate process friction while continuing to build scalable processes
  • Strong organizational skills
  • Project management experience

Why Northspyre

  • In addition to a competitive salary, we are offering a meaningful stock option package
  • Comprehensive Medical, Dental, and Vision
  • Introducing our 401K in Q4, 2021 with company match
  • Unlimited Vacation, Paid Sick Leave, and major US Holidays
  • $45 monthly stipend towards ClassPass (fitness/spa)
  • Awesome company swag!
  • Free access to Health Advocate
  • Remote-first work environment -we have an office in NYC, but our teammates are all over the United States and around the world
  • You will be part of a small, professional fast-moving team with minimal supervision
  • Annual team gatherings in NYC

Top Three Reasons to Join

#1: It’s the Right Time – We’ve already facilitated more than $30 billion of complex projects across the United States

#2. Northspyre has the right product – Our technology empowers modern real estate teams to build leveraging data, automation and artificial intelligence to get to faster, more predictable outcomes on complex projects.

#3. Northspyre celebrates a culture of creativity – We strive to have a sense of community within Northspyre that encourages diverse viewpoints, openness, and fostering an environment in which employees feel comfortable bringing their whole authentic selves to work.

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