Head of Customer Success

GlassHouse.biz; Vaughan; Remote; USD 140,000 - 160,000; Full time

Job summary

Join a dynamic team as the Head of Customer Success at a leading outbound sales platform for home service businesses. You will be responsible for onboarding new customers, developing the customer success team, and improving retention strategies. If you thrive on teaching and coaching, and are excited about transforming the home service industry, this is the role for you!

Benefits

Equity Options

Flexibility in Hybrid Work

PTO Days

Company Holidays

Qualifications

• Must have customer success experience in a software/service business.
• Experience in teaching, training, or coaching.
• Familiar with outbound sales tools like Salesforce or Hubspot.

Responsibilities

• Onboard new customers and provide ongoing support.
• Manage churn and customer success metrics.
• Lead and develop the customer success team.

Skills

Teaching

Customer Engagement

Coaching

CRM Engagement

Tools

Outbound Sales Tools

CRMs

Job description

GlassHouse Is The First Outbound Sales Platform For Home Service Businesses

Job Title: Head of Customer Success

At GlassHouse, our mission is to create more profitable home service businesses. We think it's ridiculous that home service businesses have to pay the “Google tax” just to grow. We believe the best home service businesses thrive by turning their existing customers’ neighbors into loyal clients—not by burning through cash on big tech platforms like Google or Angi.

We are looking for people to join our team who believe in our mission and align with how we want to build an exceptional business. Work experience is less important than how we all work together and have ‘mission alignment’.

Company Values:

• Excellence in Everything - We hold a high bar for our work, our standards, and our outcomes.
• Team before Me - We put the mission and others before ourselves.
• Honesty is the ONLY Policy - We speak with transparency and bring strong perspectives, shared respectfully.

Working Style:

• You want to ‘build your own job’ - You’ll have an opportunity to create your career path here and invent your ‘dream job’ (the story isn’t written yet).
• We WANT to work hard - We find work fulfilling and work to integrate our work as part of our lives.
• You are a lifelong learner - Come here and learn about the home service industry, teach your coworkers new skills, try new things, and help invent the future.
• We LOVE winning - Our success comes from helping our customers win. We celebrate our customers' success and the wins of our team members.
• We are on a mission that you believe in - Helping transform the way home services find customers and grow their businesses is a BIG goal. Are you in?
• We push ourselves and each other to grow and improve - We want to be ‘pleased but never satisfied’ - there’s always room to grow and another mountain to climb.
• Commitment to your career - We are committed to helping our team achieve their career goals, whether those goals keep them here long term or lead them to other places - We support our teams’ development and invest in their career development.

Role & Goal:

• Player coaching role with a growth path to leadership - this is hands-on leading AND doing.
• Leading by example as both a member and leader of the success team will help to build the culture and expectations of the team.
• Take part in the onboarding & support needs for the team - As a player coach you will learn the existing processes and be able to create better ones by executing directly with customers. We are also looking for someone who can possibly take a full time leadership role as the needs of the team expand.
• Onboarding calls with new customers (zoom meetings) - as a player coach you will own a portion of the CS execution and front line customer support.
• This consists of 1-3 Zoom calls that generally last approx. 45 minutes each
• Create reporting and measure customer usage to identify churn risks, product bottlenecks and upsell opportunities. Organize customer engagement using metrics to improve retention and weekly active users (whichwill require CRM engagement and partnership with marketing).
• Churn management - with both an SMB and Mid-Market business focus, we are looking at how we improve churn in each segment and tailor our success processes to the needs of our customers.
• You will also be the front line support for churn reduction through customer outreach, churn reduction strategies and business recommendations to reduce gross churn and increase net revenue growth.
• Success for this role is measured on customer adoption, gross logo churn as the initial focus. There may also be an opportunity to impact NRR by building account management, cross sell and upsell motions and/or via collaboration with the sales team members.
• Team development - You’ll be helping to lead and develop the customer success and support teams with a responsibility for coaching and mentorship. You will take a lead role in hiring and giving input on team performance.
• Leadership team participation - You will report to the CEO and participate in weekly leadership reporting and company direction.
• Give suggestions and feedback on what will improve our product (based on customer conversations).
• Remote Work with/ Hybrid Opportunity - We are a remote team with the goal of creating a hybrid office structure for Nashville area team members.
• Participate in weekly team/leadership meetings and trainings - These are generally at 9 am or 3 pm CT but may vary based on events and team availability.
• As an early-stage company, roles changeand expand over time. You will have an opportunity to participate in lots of new initiatives and projects.
• Attend and engage during 2+ annual team meetings. These are generally 2-3 days, including travel.

About You:

• The “must haves”
• Mission and value alignment
• You’ve been in a ‘teaching’ role
• A teaching role would be any setting where you have had to train, teach, and coach other people
• Nashville, TN based and can work in a hybrid office based in Franklin (Cool Springs)
• Customer Success Experience in a software and/or service business. We are looking for someone who can bring best practices from prior experience while also creating new applications for our unique set of customer needs.
• You’ve been customer-facing - you are able to engage people and keep their attention - you’re not afraid to give feedback and suggestions to customers, and you can do it with positivity/honesty.
• You’re very computer-competent and can handle software tools b/c you’ve used them before (maybe not our specific stack, but you’re not afraid of technology)
• We are only hiring in Mountain, Central or Eastern time zones to keep our team within 1 hour plus or minus from our ‘hub’ in Nashville.
• The “nice to haves”
• Familiar with home service software like CRMs, FSMs or other sales platforms
• Outbound sales/marketing experience - familiarity with outbound tools like ZoomInfo, Outreach, Salesloft, Apollo, Salesforce, Hubspot, etc…
• Experience in account management with cross sale/upsell motions.
• Several years of experience in a high growth (100% or higher annual growth) SaaS company.

Compensation:

• Full time salary + benefits
• Salary & Bonus
• PTO Days and Company Holidays
• 8 days of company holidays
• 18 days of PTO
• Flexibility in a hybrid working environment
• Equity: Full-time employees receive options in the company to benefit from long-term value creation.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

• Industries

  Business Intelligence Platforms

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