Job Details
Note: This is a full-time on-site role with the nodaFi team in San Francisco, CA. We're looking for someone who is excited about the opportunity to play a large role in shaping the CS organization and the company culture as we continue to grow quickly.
Why: The Problem
One of the most critical industries in our society is currently plagued by 3 billion hours in unrealized human potential and over $70 billion in energy waste. At the same time, the tech industry has largely overlooked the problem, resulting in a massive need to be addressed.
Facilities management employs over three million people in the United States and stands as the silent backbone of our community. The dedicated professionals in this sector ensure our essential physical infrastructure remains operational every single day. Yet, they re burdened by persistent inefficiencies which are further amplified by subpar software solutions.
What: Our Vision
At nodaFi, we re on an audacious mission to reclaim 1 billion hours for the hardworking individuals who maintain our physical infrastructure. We believe that people working in the real economy deserve beautiful, intuitive software tools that empower them in their work.
We are hiring our first Head of Customer Success to help us build the foundation of a world-class Customer Success organization at nodaFi. We have some great early customers who love our product. We're looking to build on our existing systems to automate manual processes, identify additional ways we can more quickly provide value to our customers, and ultimately scale our CS motion to support the next 100,000+ nodaFi customers.
Your Impact
As the first Head of CS at nodaFi, you will be pivotal in building long-term, value-led relationships with our customers. Additionally, you'll set the tone by laying the foundation for a world-class customer success organization. Your roles and responsibilities will include:
Strategic Leader
- Develop and execute on a Customer Success strategy aligned with our company mission.
- Establish and refine tools, processes, and workflows for 11-star customer experiences.
- Utilize your technical expertise to build out automations and workflows that will help scale the CS motion efficiently.
- Collaborate with product and engineering to advocate for customer needs.
Relationship Builder
- Develop strong, empathetic, value-led relationships with customers.
- Serve as the primary point of contact for accounts.
- Respond to support requests.
- Foster a customer-centric culture within the organization.
Business and Sales Savvy
- Identify opportunities for expansion within existing accounts.
- Collaborate with sales for seamless customer transitions.
- Track and analyze key performance metrics.
- Oversee the Customer Success budget.
- Seek continuous improvement in Customer Success practices.
Who You Are
- 4+ years in Customer Success, particularly in SaaS environments.
- Effective leader with experience building and leading teams.
- Empathetic with excellent people skills.
- Strong operational and technical skills.
- Business acumen with a focus on upselling and NRR growth.
- Innovative, gritty, and scrappy. Excited to roll up your sleeves and build from scratch.