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Head of Customer Success

Operations | Phoenix, AZ | Full Time

Job Description

About RevolutionParts:

RevolutionParts is a rapidly-growing, 50+ employee SaaS company based in sunny Arizona. We’re a tech company dedicated to modernizing the auto industry with a revolutionary eCommerce platform that’s already helped hundreds of dealerships nationwide sell auto parts online.

We’re seeking talented individuals who can adapt to a fast-paced environment. Join our team to work with a down-to-earth group of people who stick to our core values and genuinely care about providing a quality experience to customers and employees alike!

 

About the Role:

With strategic oversight, lead all of RevolutionParts’ Customer Success Teams.

     Onboarding, Support, Professional Services, and Account Management Teams

  • Own customer experience from onboarding and implementation to ongoing support

  • Deliver consistently best in industry customer success metrics

  • Develop and implement an effective and efficient Onboarding, Support, and Account Management framework to deliver a great experience and reduce customer attrition

  • Work with our team to craft the right Account Management strategy with the goal of improving Retention and drive up NPS.

     Professional Services Teams

  • Provide resources and processes to web development team to improve efficiencies

  • Interface and partner with jumbo auto dealer customers to gather best practice learnings, manage expectations, and facilitate industry networking

  • Translate market trends and customer feedback into internal action items

  • Develop methods to measure and analyze effectiveness and efficiency across all teams; recommend and implement solutions to improve outcomes

  • Oversee personnel initiatives for the Customer Success Teams to include hiring, training, developing and evaluating employees

  • Exceed RevolutionParts’ aggressive operational goals, with business outcomes closely tied to the long-term success of the company

What you need:

  • 5+ years of leadership experience in a fast-paced, start-up environment

  • Leadership experience in a SaaS Technology environment required.  B2B experience is a plus!

  • Ability to think strategically at the executive level, foster change, and implement vision throughout all levels of the company

  • Ability to innovate and implement processes across the organization to improve operational efficiency

  • Superior customer interaction skills and the ability to build and sustain trusted relationships both internally and externally

  • Extremely comfortable with ambiguity and change

  • Expert level ability to delegate, manage and coach internal teams to success

  • Familiarity with SEO/Marketing, website development, eCommerce and design practice

Why you’ll like working here:

  • Top salary, bonus, and stock options

  • Medical, dental, and 401k retirement plan

  • Collaborative team environment that values multiple perspectives and fresh thinking

  • Flexible hours and PTO

  • Casual dress code

  • Free food! Catered lunch every Friday + fully stocked fridge and snacks

  • Drinks on us with team happy hours and beer fridge

  • Gym reimbursement

Application Instructions:

Please submit your resume and a cover letter, explaining why you are a fit for this role and detailing your past experience scaling an organization.