Global Head of Customer Success, Sendbird
$245-265k
OTE
+ Equity
3+ days a week in office (San Mateo, CA )
Messaging-as-a-service API
Open for applications
Messaging-as-a-service API
201-500 employees
Open for applications
$245-265k
OTE
+ Equity
3+ days a week in office (San Mateo, CA )
201-500 employees
Company mission
Sendbird's mission is to build connections in a digital world.
Role
Who you are
- Experience: 10+ years in customer success, with a focus on enterprise customers in the software industry, preferably in API or communications technology
- Communication: Excellent verbal and written communication skills, capable of engaging with customers and internal stakeholders at all levels
- Global Perspective: Experience with global customer engagement and willingness to travel internationally as required
- Strategic and Visionary: Demonstrated ability to develop and execute customer success strategies aligned with customer needs and company goals
- Customer-Centric: Passion for delivering exceptional customer experiences and driving customer success initiatives
- Operationally Excellent: Proven track record in optimizing customer support processes and scaling support operations efficiently
- Leader: Strong leadership skills with experience in managing and developing high-performing global teams
- Collaborative: Ability to build alliances and drive process improvements across cross-functional teams
What the job involves
- We are looking for an empathetic yet results-focused leader to take the role of Global Head of Customer Success
- In this role you will report to the Chief Revenue Officer and lead a globally distributed, experienced team that helps our customers get the most out of their Sendbird products through effective adoption and expansion
- You will evangelize Sendbird’s vision to build connections in a digital world
- Customer Success Strategy: Develop and implement strategies to align the Customer Success organization to company goals and objectives
- Team Management: Manage and develop a global customer success team, ensuring alignment with company goals and fostering a culture of excellence
- Renewals Strategy: Oversee the renewal process, collaborating with sales teams to ensure accuracy in forecasting and accountability in renewals management
- Cross-Functional Leadership: Build alliances across teams to improve processes and drive the company's value proposition, enhancing customer conversations and ensuring cohesive engagement
- Enterprise Customer Engagement: Meet regularly with enterprise customers to develop and execute tailored success strategies
- Digital Success: Lead the continued implementation and growth of a program to enhance support for Sendbird’s lowest tier of customers, focusing on scalability without increasing headcount
- Support Team and Escalations: Provide leadership to the customer support team, stepping in on escalations and driving improvements in processes and scalability
- Customer Success Enablement: Develop, maintain, and socialize resources (e.g., decks, templates, scripts) to enable the team, particularly focusing on our green verticals
- Customer Health Monitoring: Monitor and analyze customer health metrics to identify risks and opportunities for proactive intervention
- Customer Feedback and Advocacy: Gather customer feedback to drive product improvements and advocate for customers within the company
- Customer Success Technology: Utilizing customer success management platforms and tools to streamline processes and improve efficiency
- Global Engagement: Regularly participate in customer engagements and internal meetings in the APAC/EMEA regions, including international travel, 1-2 times per quarter
Our take
Sendbird offers APIs to help companies build their own text and video communication features. The company's suite of solutions helps businesses worldwide improve customer retention, conversion, & optimized customer support.
The company has been developing its APIs fast, including adding moderation capabilities - an attractive feature in an age that increasingly prioritizes ‘clean’ online communication. Among its newest set of capabilities is Sendbird Live, combining livestream with chat to enable companies to create new and engaging experiences from a single tool.
Its clients include Reddit, Hinge, and DoorDash. They are, however, strategically raising further investment, as the field is competitive even with its impressive client roster and technological instincts, regardless, Sendbird is well positioned within the market to keep ahead of the competition.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 8 rounds)
Apr 2021
$100m
SERIES C
May 2019
$102m
SERIES B
Total funding: $273m
Company benefits
- All-in-one wellness benefit (Use it on anything from workout equipment to hobby gear to gadgets to gaming consoles)
- Access to the Modern Health platform
- Paid holidays, accrued vacation and sick leave
- Paid volunteer time off
- Family or paternal leave
- We’ll pay for you to learn a new language with our global citizenship benefit
- Birthday off
Company values
- Endless Tenacity For Customers - Customers existed before businesses. They faced a problem for which few people dared to find a solution, and created customer value
- Better Than The Best - We set stretch goals for ourselves and our team
- Work to Completion - We focus on the goals wholeheartedly until they have been completed
- The Buck Stops Here - We believe we are leaders no matter where we are, no matter what position we are in
- Already On It - We decide fast, move faster, and take on the responsibility of the results
- Highest Corporate Integrity - A great relationship between a company and its customers can only be built on the platform of high corporate integrity
- Global Citizenship - We create the environment and culture to nurture talented people around the world
Company HQ
Downtown, San Mateo, CA
Articles
Leadership
Brandon Jeon
(Head of Quality Engineering)Internet executive with over 14 years of experience, including technical sales, product management, project management, and engineering. Programming since the age of 9; they developed and launched Korea's first game portal game.korea.com at age 20.
Forest Lee
(Head of Design)Forest specializes in UI/UX and graphic design for apps/services, but also has extensive experience creating printed designs, CI/BI, and design goods. They developed over 10 different apps across two startups, 4 of which won #1 in lifestyle category on the AppStore.
Harry Kim
(Chief Architect)Harry has been working in IT fields since 2006 after graduated from Monash University with a BS in Computer Science and started their career with network security company. Harry also has experienced software development of broad IT fields including search engine, social network game, 3D mobile game and mobile SNS.
John S. Kim
(CEO)John founded two startups. Their first startup, Paprika Lab - a social gaming company, was acquired by GREE and they were Korea's all-time no.1 pro gamer in Unreal Tournament.
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