Head of Customer Success

The Head of Customer Success will be responsible for establishing and leading our new customer success function for our brand partnerships products (Studio and Connect) as well as be responsible for optimizing the customer lifecycle fully from an operations and tracking perspective. 

This role involves developing and implementing strategies to ensure client satisfaction, overseeing the team responsible for on-time delivery of story assets, and collaborating with Account Management and Sales to operationalize our systems and define key metrics that reflect customer satisfaction and operational efficiency. 

• Create and execute a comprehensive customer success strategy to enhance client satisfaction and retention. 
• Work with Head of accounts to define SLA’s and escalation points; build on-time deliverable playbook 
• Lead a best-in-class customer success team tracking performance, mentoring and developing team members, and holding teams accountable
• Track response time for email communications 
• Train team on navigating our internal newsroom and various story creation and distribution processes 
• Measure team on customer satisfaction scores based on the various interactions the team has with the client day-to-day
• Oversee the delivery of high-quality story assets and deliverables tailored to client needs and objectives.
• Hold team accountable to delivering all assets on time 
• Collaborate closely with product managers to identify opportunities to improve internal processes that affect client deliverables. 
• Develop and implement efficient workflows and best practices to enhance operational efficiency and scalability.
• Oversee CRM and project management systems and other operational tools, ensuring they are optimized to support business objectives.
• Define and track KPIs for sales, marketing, and accounts as they pertain to the customer lifecycle; work closely with billing and the operations team. 
• Align the operations, systems, data and processes that support revenue teams to get better control over the end-to-end revenue cycle

Requirements

• 5-8 years experience in a customer success, revenue operations, or customer operations role
• Strong understanding of customer success and sales metrics and best practices.
• Strong analytical and problem-solving skills, with experience using data and analytics to improve performance. 
• Management experience a plus.
• ClickUp and Hubspot experience a plus.

Benefits

Compensation offered will be based on multiple factors such as location, the role’s scope and complexity, and the candidate’s experience. The estimated base salary range is $100,000 – $130,000 in addition to a bi-annual bonus program. Other benefits include:

• Equity Stock Option Program
• Full Health & Dental Coverage
• Remote Team
• Unlimited PTO
• 3 Months of Paid Family Leave
• Annual Team Offsites
• Monthly Virtual Social Events
• Awesome & Inclusive team culture!

Stacker is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

Founded in 2017, Stacker is a new media company excited by the future of journalism. Every day, our efforts center on developing new and more sustainable ways to produce, distribute, and fund great storytelling that contextualizes our world and drives impact for news publishers big and small. We do this through a number of ways—from our tech-forward storytelling method and freely accessible newswire, to offering a structured avenue for non-publisher organizations to participate and contribute to quality journalism.

Our ultimate mission is to empower the world’s publishers: through a commitment to provide free access to great storytelling and by championing innovation in how journalism is done, we enable our national- and local-scale publishing partners to engage their audiences and focus on their own original reporting.

As a bootstrapped company, we’re a resourceful team focused on building an inclusive, equitable culture around shared values of integrity, ownership, and collaboration. Building for the future is reflected in the way we work: we are remote-first, embrace flexible schedules, and offer competitive benefits and perks including unlimited vacation, an employee equity program, heath & dental coverage, and 401(k) matching.

We’re always looking for curious, media-minded thinkers to join the team. We encourage women, people of color, veterans, people with disabilities and gender nonconforming candidates to apply.