Principal/Lead Customer Success Manager, Knoetic
Individual Contributor
People analytics platform for CPOs
Job no longer available
People analytics platform for CPOs
201-500 employees
Job no longer available
201-500 employees
Company mission
To empower the next generation of CPOs and People leaders with the right information at the right time.
Role
Who you are
- You have 3+ years of experience in a Customer Success (or similar) role
- You’ve cut your teeth at a place with really high expectations (a venture-backed growth startup, top professional services firm, etc.)
- Customer interactions are ‘energy-giving’ for you. You draw energy from working in a consultative role with senior executives
- You’re intensely data-driven. You calculate NDR (net dollar retention), gross retention, churn rates, NPS scores, etc., and you track them religiously. You always have a dashboard with customer usage open in front of you
- You are highly organized. You think in systems and processes, relish bringing structure to ambiguity, ruthlessly prioritize, and feel organization is second nature to you
- You are an effortless rapport builder: You love connecting with other people and make others feel at ease around you
- You’re an incredibly fast learner; you have proven experience going from 0 to semi-expert in a domain in ~1 year
- You have a chip on your shoulder or feel like you have something to prove
- You’ve probably experienced a major failure/adversity in your life and have thrived beyond it. It’s given you a high level of pain tolerance and grittiness
- You rank in the top 1-5% in IQ, communications, hustle/creativity, and relentlessness
- Just like a founder, you’re never above any work; your job is to make your team successful, so you’re not worried about getting your hands dirty. You might even be a former founder, or you have aspirations to be one in the coming years
- You like to win. You don’t want a trophy for effort, you want it for making our customers say “WOW”
- Intellectually curious, and intellectually humble. You’re not afraid to say, “I don’t know - but I’ll figure it out, fast”
- You never say, “that’s not my job” - you take full ownership and responsibility over outcomes. You’re a force of nature that gets the job done no matter what it takes
- You make everyone else on the team better. Your presence, positivity, and drive inspire others to step up their game. You put the company above your own wants
- You’re known for your work ethic. You pride yourself on being one of the hardest-working person most people know
- You’re constantly improving. You know there’s no such thing as perfection, and you’re always pushing yourself (and our company) to be better than you were yesterday
- You’re confident that you are good, and humble to know you can be better: You’re honest, principled, smart, open to giving/receiving feedback, and focused on doing right for the company and doing right for the customer
What the job involves
- We’re looking for the face of Knoetic and a trusted partner to our large and growing CPO (Chief People Officer) customer base. You must be a representative of Knoetic that I can unequivocally trust. As a starting point, your work will fall into 3 buckets:
- Own exceptional day-to-day execution of customer success to drive customer love and trust. You will be the first line of defense, helping customers resolve any issues that come up (partnering with XFN teams internally) and playing offense by ensuring our customer base is getting their best leverage from our platform. We want our core customer base of CPOs to continue to lean into their relationship with Knoetic, and you will be the linchpin to making that happen
- Thought partner with our leadership team on anything and everything Customer Success related. We strive to drive great retention and expansion. We have unique assets with the CPOHQ community portal and our new AI offering that seamlessly mesh with our core analytics offering that we want our CPO partners to be delighted by. You will liaise closely with me, product, sales, and engineering and truly have decision-making authority and the ability to shape the future of our customer experience
- Build a world-class Customer Success Organization, taking the Customer Service function from 0-1 and 1-10. Initially, you will be an IC, but as we scale, you will assemble and scale a world-class Customer Success team
- If (and when :)) you land this role, the goal will be to gradually scale and build a world-class customer solutions success story like Atlassian, HubSpot, or Salesforce
Our take
Gender and diversity gaps are a point of great attention in the current landscape of workforces. Hiring managers can gain great insights into their staff demographics through employee diversity statistics, but analyzing all of this information is time-consuming and complex. Knoetic provides software that aims to help HR workforces analyze employee data to make better employment decisions
The platform dashboard provides macro insights for large-scale employment decisions such as reducing the gender pay gap, in addition to granular data such as individual employee trajectories. The startup is not the only HR data analysis platform of its kind, with companies such as Tableau and Looker also providing insights on workforces in the form of data graphs.
Given the competition, Knoetic must work to consolidate a place for itself in the market. And in the long term, it wants to continue to develop its predictive analytics engine aimed at helping HR issues like retention and turnover.
Steph
Company Specialist at Welcome to the Jungle
Company
Company benefits
- Medical, dental & vision insurance
- 401k
- Hybrid (NYC)
- Generous equity
- Team offsites
- $2,500 learning budget
- $500 WFH budget
- Parental and family leave
Company HQ
SoHo, New York, NY
Leadership
Joseph Quan
(CEO)Joseph co-founded Twine (now Knoetic) in 2018 and was selected by Melinda Gates as one of Inc. Magazine's 30 Under 30 in the same year. They also founded CPOHQ in 2020, a Chief People Officers community, where they continue to act as CEO.
Salary benchmarks
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