Director of Customer Success

Proton

  • Salary: Salary $150k, plus equity, health benefits (we pay 99%), 401k and a generous vacation policy.
  • Location: Cambridge, MA or Remote (within North America or able to work US based hours)
  • Closing: 11:59pm, 11th Jul 2021 EDT

Job Description

About Us:

Proton.ai is revolutionizing wholesale distribution. Distributors sell nearly every physical good you come across. Key to the economy, they make up over 28% of GDP. But there’s a problem. Selling as a distributor is complicated. Distributors carry hundreds of thousands of complicated SKUs, making it impossible for distributors to know what their customers need. Proton cuts through this complexity with AI. We provide a solution that modernizes distributors' sales efforts. And in doing so, we help distributors better serve their customers.

Our company is in hyper growth mode. We’ve grown >6X YoY. Needless to say, it’s an exciting time to join the Proton.ai team.

The Role:

At Proton.ai, we've got a product that adds value and a big vision for becoming the core sales system for distributors. Our existing Customer Success leader is transitioning to a new role within the company and we are looking to bring on an experienced Director of Customer Success who can execute our vision and scale our Customer team.

In this role, you will be responsible for the health of our customer relationships. You will work closely with our product, sales, and client engineering teams to establish an extraordinary customer success team. Your team will be responsible for creating amazing customer experiences from onboarding through ongoing use, renewals, and expansion. 

What you'll do:

  • Hire, coach and develop our expanding Customer Success team (comprising two exceptional CSMs today) and create a high performing, accountable, fun team culture.

  • Own and build upon our customer success strategy, including playbooks, knowledge hubs, and success plans that onboard, nurture, and expand relationships

  • Serve as a strategic, trusted advisor to our existing customers. Define and report on customer account health metrics with an eye to ensuring their ultimate renewal.

  • Work closely with other key functions, including Product and Sales, to plan and execute customer marketing, retention, and value driving initiatives.

  • Gather, synthesize, and distill product feedback to influence our feature roadmap and prioritization.

You'll be great fit for this role if you have:

  • A strong grasp of customer success best practices (e.g., how to scale onboardings, how to support new feature rollouts, how to maximize renewals and expansions, etc.), and an ability to put those best practices into action

  • Exceptional management and mentorship skills, and a passion for coaching people

  • Excellent communication and the ability to clearly convey complex ideas and data in written, presentation, and verbal formats

  • Empathy for our customers, and ability to understand and prioritize their needs 

  • Experience working cross-functionally and a capacity to effectively collaborate with Sales, Marketing, Product, and Engineering teams..

Experience that may be helpful:

  • Experience building and managing relationships with enterprise customers.

  • Experience in customer success roles supporting a technical product requiring data integration.

  • Experience in an early stage startup environment--preferably in a client-facing role

Benefits

This is a full-time remote position: Competitive salary $150k, plus equity, health benefits (we pay 99%), 401k and a generous vacation policy.

Our clients are primarily US-based today, so interested candidates must be able to work US-hours.

Our Hiring Process

At Proton.ai, we assess candidates using an unbiased and thoughtful process. We ask questions directly related to the work you will be doing. Resumes are optional. They are not the focus of our selection process.

We know the confidence gap can get in the way of great candidates putting their hats in the ring. So please don’t hesitate to apply — we’d love to hear from you. Candidates enjoy our application process! They tell us that the questions we ask make sense, plus they get to showcase their abilities. And we provide feedback!

Questions? Contact us: Mark Heneine (mark@proton.ai)

Removing bias from the hiring process

  • Your application will be blind reviewed by our hiring team to ensure fairness
  • You’ll need a CV/résumé, but it’ll only be considered if you score well on the blind review

Start your de-biased application

x

Removing bias from the hiring process

  • Your application will be blind reviewed by our hiring team to ensure fairness
  • You’ll need a CV/résumé, but it’ll only be considered if you score well on the blind review

Start your de-biased application