Head of Customer Success

Remote
Published
May 29, 2024
/
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About the job

Pear Commerce is the retail ecommerce platform that connects CPGs to retailers, converting shoppable media into actionable insights that fuel performance marketing

We are redefining how CPG brands think about ecommerce by providing the infrastructure for the Retail Ecommerce channel alongside DTC and Amazon. Our software and partnerships illuminate the customer journeys—from impression to sale, providing a closed feedback loop for CPGs' digital marketing efforts and allowing for true conversion-optimized campaigns (for the first time ever).

And if this all sounds like a different language…essentially, we make sure when a brand like Sparkling Ice serves an ad, they’re able to capture real-time insights into how their campaigns are performing - down to the content, platform, geo, and audience - to increase overall marketing effectiveness.

Oh, and we make the industry’s coolest and most shoppable store locators, too.

The Team

At Pear, we hire the best and then take really good care of them. We want you to grow here, and believe hiring and keeping world-class talent is a true competitive advantage. To be clear, our team is not a family. It’s a group of insanely talented and kind people that work tirelessly (but not like on the weekend or evenings) to make Pear better than it was yesterday.

Pear is a venture-backed startup and, to succeed, you must be comfortable with our approach:

• We focus on alignment so we can act autonomously.

• We are builders and do-ers and we move quickly.

• We ask why because we are curious and like to learn.

• We want the ideal team player—humble, hungry, and smart.

• We are not homogenous. We celebrate diversity.

• We work hard but know when to turn work off.

• We are not afraid of messiness, of change, of moving fast.

The Role

Pear Commerce is seeking a strategic, customer-focused leader to join our team as the Head of Customer Success. This position will oversee our Customer Success Managers, setting the strategic direction for customer enablement while driving team growth and development. The ideal candidate is a dynamic leader with a deep understanding of customer needs, a knack for problem-solving, and a passion for building processes that improve customer engagement and retention.

Responsibilities

Team Leadership & Strategy:

  • Lead a team of Customer Success Managers, setting clear goals and expectations to foster a culture of high performance.
  • Establish a strategic framework that aligns the team’s efforts with the company's growth trajectory, ensuring customers receive exceptional support and value.

Growth & Development:

  • Prepare the team for the next stage of growth by optimizing processes, implementing best practices, and enhancing capabilities.
  • Scale the team in line with company growth, ensuring sufficient resources are in place to provide excellent customer service.

Voice of the Customer:

  • Serve as a key advocate for customers, synthesizing their feedback into actionable insights for product improvement.
  • Collaborate with product teams to prioritize new features based on customer needs and impact.

Escalation Management:

  • Act as an escalation point for challenging customer issues, providing guidance and resolutions to maintain customer satisfaction.

Adoption & Churn Mitigation:

  • Design and implement a framework to enhance customer adoption of products, improving usage rates and customer satisfaction.
  • Identify customers at risk of churn and implement mitigation strategies to secure renewals and foster loyalty.

Qualifications

  • 5 years experience leading customer success preferably within a SaaS or technology-driven environment.
  • Demonstrated ability to build, lead, and scale high-performing customer success teams.
  • Strong strategic thinking with a focus on customer needs and outcomes.
  • Exceptional communication and interpersonal skills with the ability to manage complex customer relationships.
  • Adept at analyzing data to identify trends and inform strategic decisions.

Join us as the Head of Customer Success and make an impact on our rapidly growing organization by shaping the customer experience, fostering team growth, and driving customer success at scale!

Reports to

Head of Operations

Location

Remote

Compensation

The base compensation for this role is $155,000-$175,000 and there is also a commission component. Salary is based around a number of factors including geography, experience, and skillset.

Pear Commerce is committed to building an inclusive, diverse, and equitable workplace that respects and celebrates the unique contributions of each individual while ensuring we remain an equal opportunity employer that recruits, hires, trains and promotes based on merit and qualifications.

Apply now

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New parents can takes up to twelve week paid parental leave love baby pictures code provides stock options.
Save for the future Relax
New parents can takes up to twelve week paid parental leave love baby pictures code provides stock options.

Ready to capture greater share of wallet at retail?

Level up your retail ecommerce experience and unlock shoppability, insights, and performance marketing with Pear.
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The Retail Ecommerce Playbook by Pear Commerce

Your guide to capturing greater share of wallet at retail.

Five years ago, retail ecommerce didn’t exist. Today, supporting the channel is table stakes for consumer packaged goods brands.

This playbook is designed to guide CPG brands from the stages of awareness to purchase at retail. Whether you’re interested in retail ecommerce as a new channel opportunity or looking to level up existing efforts, The Retail Ecommerce Playbook covers tools, tips, and examples to help your brand succeed.