Global Head of Customer Success, Sendbird
$245-265k
OTE
+ Equity
3+ days a week in office (San Mateo, CA )
AI customer exprience platform for enterprise
Job no longer available
AI customer exprience platform for enterprise
201-500 employees
Job no longer available
$245-265k
OTE
+ Equity
3+ days a week in office (San Mateo, CA )
201-500 employees
Company mission
To power every meaningful conversation in the world - whether human to human, or human to AI.
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, and 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 Delight.ai, the first branded AI concierge built on long-term memory.
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
27% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Apr 2021
$100m
SERIES C
May 2019
$102m
SERIES B
Total funding: $273m
Company benefits
- Be Your Best Self: A generous all-in-one wellness benefit. Use it on anything from workout equipment to hobby gear to gadgets to gaming consoles.
- AI Citizenship: As an AI-first company, we are sponsoring all members with real budget to adopt various AI software to 100x productivity and creativity.
- Generous PTO: In addition to paid holidays, accrued vacation and sick leave, employees get paid volunteer time off, and a good amount of family or paternal leave.
- Rest & Rejuvenate: Take a non PTO day off to enjoy your birthday or just to relax and refresh yourself.
Company HQ
Downtown, San Mateo, CA
Leadership
John S. Kim
(Co-Founder & 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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