Goldcast is a digital events platform for B2B marketers. More than 300 global enterprises across tech, professional services, manufacturing, and finance use Goldcast to deliver engaging digital and hybrid event experiences for their customers and prospects and drive measurable results through them.
Goldast was founded in mid-2020 at Harvard Business School. Since then, we have raised over $40mn, built a bi-continental team of excellent teammates, and are one of the market leaders in the enterprise digital events space. We count companies such as LG, Adobe, 6Sense, Workday, Zuora, BitSight, Drift, ThoughtSpot, and Clari as customers and were recently featured in G2's list of 100 fastest-growing software companies.
Our sharp market focus and positioning around efficiency & measurability means we are growing really fast, still hiring, have a comfortable runway of 30+ months, and a clear line of sight to quadrupling in the next 2 years.
We are seeking an exceptional customer leaders to join our executive leadership team as the Head of Customer Success. As the Head of Customer Success, you will lead a 25+ strong multi-tiered bi-continental team of highly driven team-mates across customer success management, implementation, and customer support functions. Your mandate as the leader of this group is to build the team, systems, and processes to deliver a world leading experience to Goldcast’s customers at every touchpoint of their journey.
As the leader of the Customer Success org you will be responsible for:
Customer Strategy: Your primary responsibility will be towards the customers of Goldcast. At every point of the rapidly growing company, you will assess whether the current strategy [The direction, the team, processes, and everything else we do with our customers] still is in their best interest? You set the strategy for the Customer department.
Team: The entire post sales org will report into the head of customer success. This will include implementation team, the customer success team, and the customer support team. You will be responsible for mentoring, coaching, and organizing those teams to set them up for success in serving the customers to the best of their abilities. You will also be responsible for the overall hiring and capacity planning, performance management, and role definition at every stage of the evolution of the customer success org.
Metrics: You will be accountable for classic customer success metrics. This includes leading indicators of product adoption, NPS, and lagging indicators such as GRR, NRR, Logo Retention,
Processes: At this stage of the company, bulletproof processes are the lifeblood of the customer success org. You will be responsible for understanding the Goldcast product and business in depth, understanding the customer segments and their use cases, and continuously configure the various processes that impact customer experience throughout the various customer success departments. You will talk to customers, and use various tools and metrics to iterate and strengthen those processes to stay on top of potential issues.
Stakeholders: Besides the customers, you will work closely with your counterpart in sales, product & engineering to deliver key insights to them to help them do their jobs better and be the voice of the customer in executive leadership meetings.
Requirements (and how will this be different from a regular Head/VP CS role)
While we’re a remote company, we do prefer monthly face time in the executive leadership team. So, Ideally, you’re in MA or New York. However, for exceptional candidates, we will be flexible for anywhere in the US.
Proven experience leading a SaaS customer success team of 15+ people, with a book of business of 15mn+ ARR or higher at peak. We would ideally want to see experience managing multiple post-sales department (e.g. CSM + Implementation) or at least global CSM in a highly complex/challenging environment.
We would need to see not only functional proficiency, but also your mettle as a leader in hiring great teammates, coaching them, and building a high performing team culture.
Some past startup experience will be highly desirable. Goldcast is operating in an exciting and unique environment. Our market is novel, the macro environment is unique, and our product, our customers and our persona is evolving quickly. Our ideal customer success leader needs to have experienced (and loved!) the chaos and uncertainty that comes from working at a series A startup.
Another related point- the leader of the group may need to balance conflicting operating modes in some instances. E.g. They need to be super proficient in detailed processes, but also be comfortable hacking through some things for what might seem like a long period, should the business situation demand that.
We want the customer leader to be hands on with customers. Everyone in the executive leadership team spends hours every week talking and meeting with customers and we would expect the same from the leader of the customer success team. This would include in-person meetings too!
What We Offer:
Competitive salary, equity, and benefits package.
A humble, diverse, and inclusive team culture. Specially, a tight knit executive leadership team!
Independence to drive the direction and growth of a budding but critically important org of the company
Visa sponsorships, if needed.
We are committed to assembling an unrivaled team of operators, designers, technologists, and adventurers who aim to create something magical on the cross roads of video communication and martech. As an early crew member, you'll have enormous impact on both our product and company culture. If you're excited about our mission, and believe you might be a fit, we'd love to hear from you!