Job Description
Head of Customer at Superhuman
San Francisco or Remote
SUPERHUMAN
- The fastest email experience in the world
- Loved and adored
- Our customers get through their inbox twice as fast; many see inbox zero for the first time in years.
Come shape the future of email, communication, and productivity!
BUILD LOVE
At Superhuman, we deeply understand how to build products that people love. We incorporate fun and play; we infuse magic and joy; we make experiences that amaze and delight.
It all starts with the right team a team that deeply cares about values, customers, and each other.
CREATE MASSIVE IMPACT
We’re not solving a small problem, and we’re not addressing a small market. We’re going after email; the one activity that consumes more of our work day than any other.
Our ambition doesn’t stop there. Next: calendars, notes, contacts, tasks. We are building the productivity platform of the future.
DO THE BEST WORK OF YOUR LIFE
We have created the frameworks for how to build product market fit and redefined the narrative of how to onboard customers successfully. We have shown the world its possible to build a premium productivity brand. Our investors include Andreessen Horowitz, First Round Capital, IVP, Tiger Global Management, Sam Altman, and the founders of Gmail, Dropbox, Reddit, Discord, Stripe, GitHub, AngelList, and Intercom.
Our latest financing was led by IVP, and we welcomed Ajay Vashee to our board. Our prior financing was led by Andreessen Horowitz, and we welcomed Marc Andreessen and David Ulevitch to our board.
This time, were swinging beyond the fences and fundamentally rethinking how individuals and teams should collaborate. We are building a household brand and a worldwide organization. We are here to do the best work of our lives, and we hope you are too.
ROLE
Outcome # 1: Engage, retain & grow Individual and Self-Serve customers at scale
- Small teams customers get more and more value from Superhuman over time, through expanding to more team members and using the product more in-depth (and adopt addon products and higher tiers once we offer them).
- Partner with our Head of Marketing and Product Teams to continue to refine our best-in-class customer experience at scale.
- End-users activate and get the full value of Superhuman through a relevant and diverse set of assets (from one to one coaching to scaled program) to help them.
- Set the bar and continue to raise it for the industry of world-class customer support (delight) quality and speed of service at scale.
- Constantly push the thinking of what great is and lead the implementation cross-functionally.
- Maintain reasonable cost base as we scale.
Outcome # 2: Build and execute our strategy to engage, retain, and grow our Mid-market and Enterprise Customer motions
- Develop a strategy and refine the motion for managed account success including:
- Establish Superhuman as a partner to make their organization more productive
- Drive successful implementations so end-users activate and get the full value of Superhuman through a relevant and diverse set of assets (from one to one coaching to scaled program) to help them.
- Partner closely with our Head of Sales and Head of Marketing to establish and refine our Customer Champion program to continue to elevate the voice of the Customer.
- Define and drive value through our packaged Success and Support offerings.
- Set the bar and continue to raise it for the industry of world-class customer support (delight) quality and speed for Enterprise.
Outcome # 3: Build and lead a high-performing Customer organization
- Strong long-term vision and strategy for the Customer organization.
- Inspire our team of Delight Specialists, Engagement Specialists, Success Managers, and future team members to do the best work of their careers.
- Hire, coach, and retain a diverse, distributed, and talented team.
- Lead the organization with coaching, prioritization, clear communication, and modeling Superhuman values.
Outcome # 4: Contribute to Superhuman strategy as the voice of the customer
- Be the voice of the Customer, collaborating across Marketing, Sales, and Product on behalf of what our customers need and supporting the team’s mission.
- Orchestrate Customer discovery to assess opportunities for new products and services by bringing Executives, Marketing, and Product into the customer journey.
SOUND LIKE YOU?
You have 12+ years of professional experience, with 5+ years of experience leading distributed Customer Teams including:
- Deep experience with B2B SaaS (both Enterprise and SMB) and end-user technology spaces leading and scaling customer success teams that own expansion and renewal numbers.
- Experience leading and scaling distributed customer support teams that deliver industry-defining service levels.
- Customer Centric:You are always pushing to improve the customer experience while finding the win-win between taking care of customers and driving competing business outcomes.
- Cross-functional Leadership:You lead your peers and the company on behalf of the customer and balance bringing others along with holding others accountable.
- Start-to-Finish ownership:You acts with 100% responsibility for both the customer outcomes as well as the outcomes of the company.
- Situational Scrappiness: You know how and when to roll your sleeves up; you can be a player and player-coach just as well as a coaches. You do this without losing strategic perspective.
- Bias for action:Speed matters. You take rapid and decisive steps forward, even in the face of uncertainty, recognizing action is the catalyst for progress and growth.
- Async Communicator: Youre effective across various mediums (especially Slack, notion, and email) and can produce and consume detailed written materials as needed without sacrificing speed. You respond quickly and thoughtfully to unblock others and speed things up.
- Cares deeply, challenges directly:You discuss and debates ideas openly and focus on the customer and business so what and challenges stakeholders to take impactful action.