Head of Customer Success

We believe in building incredible software that's affordable, easy to use, solves customer problems, and that our customers can try for free and buy themselves. We're inspired by companies like Atlassian, Canva, Datadog, and Slack who have built amazing products with incredibly sales-efficient businesses. This product-led growth strategy has seen us expand to hundreds of customers like Shopify, Boston Consulting Group, VMware, GitLab, and more.

We've achieved all of this from Sydney, Australia – with only a few key individuals working on our customer success efforts for our Enterprise business. Enterprise has been growing at 15% month-on-month, with the majority of customers located in North America and Europe. We've recently raised capital to accelerate this growth, with backing from Australia's leading VC firm, Blackbird Ventures (investors in Canva and SafetyCulture), and by US-based Felicis Ventures (investors in Adyen, Shopify, and Notion).

In early 2022 we will open our San Francisco office to enable us to better serve our global customer base, and fuel continued Enterprise growth. You will join us as one of our first customer success hires outside of Sydney and you will be a critical contributor in shaping our North American presence. You'll work with the team in Sydney to mature our customer success program and complement the self-service sales model that has taken us to where we are today.

To learn more about the Dovetail journey, listen to this episode of Blackbird Ventures' Wild Hearts podcast. If you need more convincing on the opportunity for Dovetail, check out Andreessen Horowitz' piece on The Market for User Research Platforms.

Who you’ll work closely with

Kai Forsyth
Revenue Operations Lead
Emily Brogan
Inbound Customer Specialist
Cheri March
Account Executive

What you’ll do

  • Set the vision and strategy for customer success. You'll work with your counterparts in the Revenue team to set the vision and strategic plan for the customer success function, focusing on increasing product adoption, leading a positive customer experience, and driving growth through renewals and net retention improvements.

  • Be a close partner to the team in Sydney. You'll work with our team in Sydney to contribute to the overall growth our global Enterprise business, and pioneer new practices to improve customer success program as we mature our product-led growth strategy.

  • Build a world-class team. You'll build a high performing team, develop our success motion, drive collaboration across the organization, develop operational processes, and manage the performance of teams and individuals. You will model what good looks like to Dovetail, motivate your team, and ensure your team are having an impact on the vision of the organization.

  • Define and measure customer success metrics. You'll establish the criteria for our customer success metrics across our customer base and ensure we are measuring and improving them. These metrics could include feature adoption and usage, retention and NPS to ensure healthy engagement and adoption.

  • Drive impact through scaleable success processes. You'll develop, test, and iterate on playbooks and engagement strategies with your counterparts in sales, marketing, and product to drive expansion, renewals, customer satisfaction and overall customer health. You'll reduce revenue churn and drive retention through greater advocacy.

  • Develop success material. You'll collaborate with Product Marketing to develop material and resources to set new customers up for success and drive adoption and engagement in product.

Our company values, from the inside out

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Your background

We’re looking for a customer success leader with multiple years of experience growing and leading customer success teams in startups, and executing on aggressive growth goals.

  • Experience leading customer success for B2B SaaS companies. Ideally you have experience working in a variety of customer success roles, and recent or current experience leading a successful team.

  • Proven track-record of accelerating growth and scaling functions. You enjoy working in a fast-paced, dynamic environment, are driven to win, and constantly get better. You have an impact with a humble, caring, and collaborative approach. You are able to respond to changes in the business and have experience dealing with ambiguity.

  • A background in setting and communicating strategy. You should be familiar with building a customer success strategy from the ground up and have excellent people, communication, and, presentation skills to get the whole company bought-in to execute on your strategy. This is especially important as we establish our presence in San Francisco.

  • Leadership and people management skills. You have a strong management presence and leadership ability, with the presence and clarity required to inspire and motivate your team.

  • Passionate about customers. A passion for understanding and helping customers, you're empathetic and seek to understand where customers are coming from.

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San Francisco, California
Full time
Sales
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