Chief Customer Officer, Bench
Online bookkeeping for small businesses
Job no longer available
Online bookkeeping for small businesses
201-500 employees
Job no longer available
201-500 employees
Company mission
To help entrepreneurs and small businesses master their financial lives and focus on what they care about by taking care of their bookkeeping and taxes.
Role
Who you are
- Required: 15+ years of proven experience and track record in senior customer-focused leadership roles at several high-profile tech startups that have scaled to $100M+ in annual revenue and 100,000+ customers
- Preferred: experience leading large accounting and/or tax teams and delivering world-class customer experience while continuously driving net dollar retention and gross margin improvements
- Strong leadership skills with a history of building, leading, and developing high-performing teams
- Expertise in customer experience design and process optimization, including lean six sigma and other related disciplines
- Excellent strategic thinking and problem-solving abilities
- Strong communication skills, with the ability to influence and collaborate effectively across all levels of the organization
- Proven ability to drive change and inspire a culture of continuous improvement and customer-centricity
- Experience in driving focus and accountability on net retention and creating customer value
- Demonstrated ability to be an effective industry evangelist, representing the company at events and staying current with industry trends
What the job involves
- The CCO will report directly to the CEO and will guide our high-trajectory technology company to enhance the timeliness and quality of our bookkeeping services, drive customer success, and build robust bookkeeping, tax preparation, advisory, and resolution practices
- This strategic leader and experienced operator will excel at scaling through simplicity, dependability, clarity of insights, and relentless execution
- Customer Advocacy: Be the voice of the customer across the organization, advocating for their needs and expectations, and ensuring they are met
- Service Delivery: Ensure the timeliness and quality of bookkeeping and tax services delivery, continuously driving improvement and operational efficiency across people, processes, and systems
- Customer Success: Drive the adoption of product features, best practices, and retention through effective customer success initiatives as well as employee development programs
- Expansion and Innovation: Build and expand our tax preparation and tax resolution practice, and help Bench deepen its moat by identifying and collaborating cross-functionally to successfully launch naturally complementing offerings at scale
- Cultural Leadership: Foster a highly engaged organizational culture that is customer-obsessed, emphasizing a strong sense of ownership, a product-first mindset, and a first-principle approach to delivering value at the speed of technology, leveraging people as our key advantage
- Strategic Planning: Lead the development and execution of the company’s customer strategy, ensuring alignment with business goals and objectives
- Customer Experience Design: Implement and optimize customer experience design and process improvement methodologies, such as lean six sigma, to enhance customer satisfaction and operational efficiency
- Team Leadership: Build, lead, and develop high-performing teams to deliver world-class customer experiences while continuously driving gross margin improvements through technology and innovation
- Cross-Functional Collaboration: Work closely with other areas of the business, including Product, Marketing, Sales, and Biz Ops, to ensure a cohesive and integrated approach to customer experience and success
- Focus and Accountability: Drive a strong focus on net retention and creating value for our customers, ensuring that our services not only meet but exceed customer expectations
- Industry Evangelism: Be an evangelist and the voice of Bench at customer or industry events, staying on top of SMB and fintech trends to ensure that Bench remains at the forefront of innovation and customer satisfaction
- Trend Monitoring: Stay abreast of SMB and fintech trends to ensure that Bench remains at the forefront of innovation and customer satisfaction
Our take
Managing a business is a difficult task even before taking care of the complexities of the business's finances and taxes, leading to many people seeking advice from bookkeepers. However, this generally still requires a lot of financial data input from the client, often occurs offline, and can be completely unaffordable for small businesses.
Bench provides an online bookkeeping service for small businesses, offering one-on-one expert support from accountants and small business experts, in addition to other financial tools. The company focuses on facilitating seamless tax declaration for users, as well as providing general financial advice, all-in-one financial dashboards, and tools for financial statements & analytic reports.
Whilst bookkeeping services are nothing new, Bench has taken a unique approach by integrating with the likes of Shopify, Stripe, Freshbooks and Sage. This enables them to provide small businesses with a more centralized and tailored financial experience, one which has led to major funding and in 2022, a slate of key leadership hires.
Steph
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
5% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Jun 2021
$60m
SERIES C
Jan 2018
$18m
SERIES B
Total funding: $110.7m
Company benefits
- Our HQ is in downtown Vancouver BC, where we offer hybrid and remote working opportunities.
- At Bench we share information freely and openly whenever possible
- We offer an extended benefits package that includes paid vacation, unlimited paid flex days, and full health, dental, and vision type benefits
- All Benchmates have access to Inkblot Therapy, our virtual counselling service to support mental wellbeing, and Bravely, our confidential, on-demand, 1:1 professional coaching service
- Bench has a number of Affinity Groups - groups of people who have shared identities and experiences! The purpose of these groups is to support underrepresented Benchmates and amplify their voices
Company values
- Keep It Human - we retain a human approach in everything we do, at every level of the business. That includes how we interact with our clients, build product, and communicate with one another.
- Take a Stand - when you take a stand at Bench, you create a future for yourself within that mission that gets you fired up.
- Be Responsible - you have an incredible amount of freedom and autonomy at Bench. Being responsible at Bench is taking ownership of that freedom.
- Default Open - we share information freely and openly, and we ensure that everyone can understand and use that information. No piece of data or information belongs to one person or team.
- Get Scrappy - scrappiness is our ability to make bold decisions quickly. Our ability to do incredible, creative things despite the constraints that exist.
Company HQ
Downtown Vancouver, Vancouver, BC
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