Head of B2B Customer Success, Pathstream
$177-265k
OTE
$133-192k
BASE
Salary is partially dependant on applicant’s location
Web-based platform for teaching tech skills
Job no longer available
Web-based platform for teaching tech skills
101-200 employees
Job no longer available
$177-265k
OTE
$133-192k
BASE
Salary is partially dependant on applicant’s location
101-200 employees
Company mission
To change the future of careers.
Role
Who you are
- A minimum of 10 years of relevant customer-centric experience with at least 5 years in a leadership role in an enterprise B2B company and at least 2 years experience with growth-stage startups and achievement both in Account Management and Customer Success functions
- A strong preference for prior experience building and running a customer success team
- A stellar track record of building and growing relationships within existing clients that results in revenue growth
- Proven ability to anticipate customer needs and operational issues before they arise
- Demonstrated ability with existing clients to build strategic relationships with other senior stakeholders in order to extend our influence, lay the groundwork for expansion, and to hedge against the departure of any current stakeholder
- Ability to translate these needs into action by galvanizing the right internal teams & resources, anticipating upstream & downstream implications, and following through to fully problem-solving issues to resolution
- GSD mentality: Scrappy problem solver, demonstrating bias-to-action and ability to operate at high speed in a fast-paced startup environment; player-coach mentality of enjoying a combination of thinking high level & digging in with individual contributions
- Strong storytelling, presentation, data analytics & data visualization skill sets to inform strategy and communicate effectively and persuasively back to the customer
- Ability and passion for understanding the industries and departments/divisions of our B2B partners to ensure our customer relationships, strategy, and value-add are well-informed by this macro, industry, and business context
- Ability to establish respect and rapport with key leaders and decision-makers from our customer accounts as a strategic thought partner in our work together
- Excellent interpersonal and relationship-building skills, with a proven track record of building strong relationships with key stakeholders at multiple levels of seniority
- Prior experience building & managing high-performing teams
- Passion for our mission of helping frontline team members succeed and advance in their careers
What the job involves
- We are seeking a dynamic Head of B2B Customer Success to run our B2B customer success team
- This role is pivotal to the continued growth and success of the company
- This role demands an ambidextrous operator / strategic thinker with excellent relationship-building skills, a strong understanding of SaaS customer success, an exceptional customer retention rate, and a passion for our mission
- Develop and implement a comprehensive customer success strategy that aligns with our mission and business objectives
- Serve as key person accountable for ensuring customer needs are met as they arise by leading & mobilizing internal teams & resources accordingly
- Leverage data to monitor customer health and satisfaction, using these insights to inform strategy and decision-making
- Develop, own, and manage the creation of quarterly and annual strategic account plans for each of our customers with a relentless focus on value creation
- Own and manage all contract renewals, creating strategies to ensure high renewal rates and customer satisfaction
- Identify opportunities for business expansion within our existing client base, and develop strategies to capitalize on these opportunities
- Take ownership of ensuring our Customer Success team prioritizes understanding the industries and departments/divisions of our B2B partners, including relevant macro, industry, company-specific, and division-specific context as key inputs to our strategy and value creation with each account
- Lead, coach, and develop a team of B2B customer success managers, setting clear objectives and ensuring team performance meets or exceeds expectations
- Build strong relationships with key customer stakeholders, becoming a trusted advisor and ensuring they realize the full value of our platform
- Collaborate closely with the product, operations & sales teams to align on customer needs, feedback, and potential improvements
- Be obsessed with the customer, reinforcing a customer-centric culture and ensuring that customer feedback and needs are at the forefront of our strategic decisions
Our take
Applicant Tracking Systems are frequently used by companies to filter out resumes that do not include essential skills. However, University degrees often focus on generalized skill sets as opposed to career-critical skills, resulting in many strong candidates slipping through the cracks.
Pathstream builds optimized digital skill programs for job seekers by partnering with companies and educational institutions, with programs designed in collaboration with companies including Salesforce, Facebook and Tableau. The startup's aim is to deliver courses in career-critical skill sets to ensure applicants have all the necessary skills relevant to their career path.
Pathstream believes that degrees in the US still focus too much on qualifications in antiquated skill sets. It does not want to replace educational institutes, but partner with them to teach platform-centric and industry-critical skill sets. Strong funding and a good initial reach will support this aim moving forward.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-9% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Jun 2023
$38.8m
LATE VC
Aug 2019
$12m
SERIES A
Total funding: $51.8m
Company benefits
- Disability, life insurance
- Flexible spending accounts
- Flexible vacation
- Commuter benefits
- 401(k)
- Team Activities
- Work from home opportunities
- Health insurance
Company HQ
Union Square, San Francisco, CA
Leadership
Eleanor Cooper
(Co-Founder & CEO)Worked at Morgan Stanley as an Investment Banking Analyst. Was a Private Equity Investment Associate at Energy Capital Partner, and New Venture Lead at Entangled Ventures.
Lauren Pizer
(Co-Founder & SVP of Learning Experience)Was a Special Projects Associate at Explore Schools, Teaching Team Member at Hasso Plattner Institute of Design, and Director of Student Experience at MissionU. Was also Case Team Leader at Entangled Ventures.
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