About the Role
Head of Customer
Location
Hybridin Toronto /RemoteCanada
Type
Full time
Department
Customer Success
Secoda makes the experience of exploring and using data as intuitive, fast, and useful as using Google Search. When hiring, we prioritize candidates who are ambitious, self-starters, and great teammates. We have a deep sense of ownership, and believe every employee should have an impact on Secoda and its mission.
Secoda is hiring a Head of Customer to lead our small but mighty Customer team. In this role, you will leverage your expertise to enhance the customer experience and collaborate with internal stakeholders. Reporting directly to our CEO, this role will be a strategic partner to our leadership team and cross-functional teams.
What Youll Do:
As the Head of Customer at Secoda, you will play a critical role in our company.
You will:
- As a people-first leader, you will coach, mentor and build the Customer team by conducting regular 1:1s, coaching, and providing continuous feedback and mentorship.
- Develop and build a proactive Account Management function to grow existing customer relationships.
- Lead the support of technical customers throughout the customer journey.
- Communicate trends and insights from your teams engagements to help inform team initiatives and product development.
- Play a crucial role in recruitment, hiring, and nurturing top CS talent, building a diverse and inclusive team.
- Foster a culture of ownership, where every team member feels empowered and accountable for the success of our platform and our customers.
- Stay up to date in the industry and monitor new trends, opportunities, technology, and methods for providing world-class customer support.
Who You Are:
- 6+ years of experience in Customer Support of which at least 3 years are in a leadership position.
- You have a proven track record of building, leading, and scaling Customer Support teams in fast-paced environments.
- You’re data-driven; using data and analytical tools to make informed decisions anddrivethe best outcomes for customers and the business.
- You are technically minded and product focused.
- You possess natural curiosity and a fast-learning ability.
Nice to haves:
- Experience navigating the unique challenges of early-stage startups, ideally within a B2B SaaS company.
- Familiarity with data tools such as Snowflake, BigQuery, Tableau, Looker, Mode, dbt, and Fivetran.