Description Air is seeking a community-first Customer leader who can scale our go-to-market motion.
As the leader of the Customer team, you will own Air's customer success, support, onboarding, and community and will be responsible for scaling our engagement, retention, and expansion motions. You will sit on Air's leadership team and will directly inform and influence our product roadmap and positioning.
Responsibilities:
- Define, build, and deploy our community strategy
- Drive strong retention, engagement, and expansion with a particular focus on Net Revenue Retention
- Iterate on and optimize our onboarding and support processes
- Build, refine, and deploy robust customer playbooks
Why we are looking for a leader with a community-first mindset:
At Air, we believe in a community-driven customer experience. What does this mean? For us, it is a mentality. We believe that to build a customer base, you help people. To build a community, you help customers help each other. A year ago, fostering community meant personal care and attention to our most active accounts, regardless of size. Today, our challenge is to build processes and spaces that support our community members at scale.
A little about Air...
Air is a Creative Ops System for Marketers.
Air unlocks creativity. At Air, we believe marketers drive creativity. But every day, marketers waste countless hours organizing, finding, approving, and sharing content - this mindless work gets in the way of the creative process. Our product automates these tasks, giving creators back time to do what they do best: create.
We launched in March 2021 and have raised +$28M from world-class venture capital groups, including Tiger Global, Lerer Hippeau, WndrCo, and Slack Ventures. Requirements About You
You are an innovative and community-oriented customer leader. You have a deep understanding of the levers that drive product adoption and a proven ability to take concepts and ideas through execution. You are both a big-picture thinker and a detailed-oriented doer. You are an excellent communicator, with a knack for always finding the right tone. You are a committed problem-solver: you don't accept the status quo and are always looking for a creative solution.
Desired Experience
- Experience in software required. Previous role at pre-$5M ARR SaaS business preferred
- Mixture of different customer roles with the center of gravity around customer success or community
- 8-10+ years of business experience
- Demonstrated record of entrepreneurial achievement and/or leadership a plus
- A positive attitude, a sense of humor, and a desire to build accessible products for all users
Benefits Culture: Our company culture was built around a tireless pursuit to be the best at what we do. We're entrepreneurial and focused: tackling problems head-on without ego. We communicate with empathy. We speak directly, listen thoughtfully, and ask questions.
Location: We previously worked out of a cozy warehouse in Brooklyn, but are currently distributed around the globe. This is a remote role.
Benefits: Air contributes 90% to medical, dental, and vision insurance and 75% to dependent coverage. Employees also have life insurance, disability insurance, and membership to One Medical. We offer a generous work from home stipend, professional development reimbursement, and unlimited vacation days. Although we are still early stage, we are always seeking ways to invest in the wellness and continued education of our employees.