Director of Customer Experience & Success, Collective
$190-210k
+ Stock options.
2 days a week in office
Back-office platform for self-employed people
Job no longer available
Back-office platform for self-employed people
201-500 employees
Job no longer available
$190-210k
+ Stock options.
2 days a week in office
201-500 employees
Company mission
To empower Businesses-of-One to succeed for the life of their business and beyond.
Role
Who you are
- We are looking for people who truly care about helping and about improving the lives and businesses of solopreneurs
- 8+ years experience in Customer Success and in a leadership position
- Strong systems thinking who clearly understands how various operational groups (Sales, marketing, product, operations) interact with Customer Success, leveraging these cross-functional relationships to drive results
- Proven ability to build scalable processes and success in achieving KPIs and OKRs
- Performance management and talent development experience
- Hyper organized and able to juggle multiple clients and asks
- Strong written and verbal communication skills
- Resourceful, creative, and able to find innovative ways to achieve results
- Comfortable with change and able to work in a fast-paced environment
- Strong customer-first mentality
- Tax and Accounting SaaS experience is a plus
What the job involves
- As the Director of Customer Experience at Collective, you will manage a team of Relationship Managers who serve as the main point of contact for our clients
- No two days will be the same, but it’s very rewarding as you are a key advisor to our entrepreneurs
- Drive our Customer Experience strategy, working to translate our company vision and objections into actionable plans that meet our goals, while establishing team purpose in alignment with that vision
- Own the post-sale Member experience and Member retention, constantly looking for ways to improve approaches and streamline work, developing data-informed ideas that define strategy and direction of the team
- Act as a role model of our values for the Customer Experience team and build on our customer centric environment
- Collaborate with Sales, Marketing, Operations, Tax, Accounting and Product to build and deliver a world class customer experience, anticipating potential problems and proactively mitigating risks
- Deliver meaningful strategic and tactical recommendations to executive leadership on customer trends and health
- Manage a team of multiple relationship managers who are responsible for:
- Building and strengthening relationships with Members, developing trust and loyalty through the consistent delivery of quality results
- Addressing all Member issues while leveraging cross-functional resources to drive timely and complete resolutions
- Frequently communicating with Members to provide exceptional client service and proactively identify and problem solve account issues
- Create a long-term headcount model and talent strategy for Customer Experience
- Define operational metrics for the Member Relationship team and establish a system and regular cadence for tracking metrics, as well as establish internal Service Level Agreements
- Attract and develop high potential individual contributors into the team
- Understand industry trends and major competitors, making team and business decisions that are aligned with Collective strategy
Our take
Collective is tapping into the quickly growing freelance and self employed workforce with a back office platform which provides full support for accounting, tax, bookkeeping and other financial admin, essentially removing the burden from the business owner entirely.
Launched in 2020, Collective didn’t take long to receive major backing from General Catalyst as well as Ashton Kutcher’s VC fund Sound Ventures. It’s put it to great use too, with an employee headcount now in the hundreds, showing just how fast the startup is growing.
Interestingly, Collective isn’t available for any and all subscribers. Rather, it only allows applicants to become members if Collective’s advisors know they can offer real value. It may seem a counter-intuitive move, but it keeps the company’s success rate high.
The company's latest funding round, raised in 2023, supports the accelerated implementation of AI across its operations as well as expanded onboarding efforts. Collective also continues to broaden the value of its offering, for example wit the launch of an AI accounting platform for one-person operations.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
44% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Jul 2023
$50m
EARLY VC
May 2021
$20m
SERIES A
Total funding: $78.7m
Company benefits
- Flex work setup
- Flexible PTO
- 14 paid holidays
- Paid parental leave (16 weeks)
- Health, dental, and vision
- Additional medical coverage
- 401k plan
- Equity
Company HQ
SoMa, San Francisco, CA
Leadership
Hooman Radfar
(CEO & Co-Founder)Previously co-founded and was CEO of AddThis (acquired by Oracle), and was a founding partner at early stage startup accelerator Expa.
Ugur Kaner
(Board Member & Co-Founder)Was CPO before taking on an Advisor role. Joined YC startup in 2015 MBX as VP of Product Design, building multi-brand beauty and personal care startup Memebox. Helped to build the now public Udemy, and has worked with Google, Angry Birds, and Nokia.
Bugra Akcay
(Board Member & Co-Founder)Co-founded and was CTO of Hike, an accounting and tax platform for freelancers which preluded Collective. Was also the co-founder and CTO of Cici Meze, an enterprise food informatics company.
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