Now Hiring: Head of Customer Success

Gradient Works is a seed-stage company with a big goal: to build the operating system for revenue leaders. Our team has built companies before and we know that nothing matters more for long-term success than customer retention. That’s why we’re looking for a world-class Head of Customer Success to join the team at the earliest stage. This is an opportunity for the right candidate to build the right processes, the right systems and the right team from Day 1.

If you’re reading this, you’ve probably been a revenue leader yourself so maybe you’re familiar with the problem. There’s lots of data and a ton of tactical tools, but developing and executing a strategy is just too hard. That’s where Gradient Works comes in. We’re building a new way for revenue leaders to orchestrate their entire revenue system to increase sales velocity. It’s still early days, but our customers love our product and our adoption metrics are strong.

At Gradient Works, we’re big on ownership. Our commitment to you is that we’ll clearly define what you own (it’ll probably be more than you expect), give you the freedom to own it, support you, and hold you accountable for the outcomes. It won’t be easy, but for the right person, it will be incredibly rewarding.

As our Head of Customer Success, what will you own?

  • Onboarding - Our product requires some effort to get up and running. You’ll figure out what a successful onboarding looks like, how we achieve it and how we get better at it.
  • Adoption - If our customers aren’t using our product to positively impact their business, then they won’t be our customers for long. You’ll need to determine the tools, tactics and processes that ensure our customers are getting maximum value from Gradient Works. If there’s something preventing that, you’ll work internally and externally to get it fixed.
  • Retention - Churn kills SaaS companies. We want to live, so you’ll need to master the art and science of renewing contracts.
  • Expansion - Great SaaS companies learn how to grow by increasing their value to their existing customers. We want best-in-class Net Revenue Retention. Your job is to figure out how we do that.

Early on, you’ll need to roll up your sleeves, start learning what works and develop repeatable processes. You can expect plenty of cross-functional support from the rest of the team, but you won’t start out with direct reports and you’ll personally own all customer relationships. As we find repeatability and start to scale, you’ll have the opportunity to build the Customer Success and Account Management teams.

You’ll report to the CEO as a core member of our leadership team. As a senior leader, we’ll expect you to help set the tone for the company and your team. You’ll need to bring curiosity, a drive for improvement and a strong sense of ownership to every part of this role.

Our company is based in Austin, but we’re remote first and location agnostic. If you’re interested in learning more, please email hayes@gradient.works.