Head of Customer Success

Who are we?

Invisible Technologies helps fast-growing companies scale efficiently by offering them Operations-as-a-Service: a synthesis of automation, human specialization, and strategic consulting.

We start at the goal level, getting deep into our clients’ businesses and the problems that they’re facing. We break down their goals & problems into processes that we can run for them. These processes are broken down into automated and human-run steps. We believe that anything that can be automated, should be automated. But that there will always need to be a human-in-the-loop to run the best operation.

Our team is made up of 75+ strategic team members who own equity in the company (our “Partners”) as well as 1600+ team members who are running our service and core company functions (our “Agents” & “Specialists”).

We believe that…

• Our Mission is to unlock the creative potential of people and companies; we are the engine that powers innovation.
• Our Clients are pioneers of innovation; in industries ranging from AI to insurance to solar, many of our clients are well-known and on the cutting edge of technology and strategy.
• Ownership is our guiding value; every partner on the team is the “CEO” of their area - each of us are empowered  to jump in and solve the problems in front of us.
• Meritocracy creates alignment; the value someone produces should be reflected back in the position of responsibility and compensation that they receive.
• Transparency is vital for us to run an entirely remote organization; what one of us knows, all of us should know.

Because of these beliefs, we’ve built a team where

Customer success and satisfaction is our north star. You will build and then lead the team who are on the frontline,  working with one of our most important partners, our customers. You will be the leader in driving this mission while also playing a vital role in the overall growth and success of the company. The Head of Customer Success at Invisible is a function that skews towards additional expansion through exceptional customer interactions via close alignment with Sales and Product. You will be building a function from the ground up and previous experience in doing so would be highly beneficial. 

Who We Want

The Head of Customer Success is responsible for leading the customer success team and driving customer happiness, loyalty, and retention. This role will be responsible for developing strategies to ensure customers are successful with our products and services. The Head of Customer Success will lead a team of customer success managers, customer service specialists, and technical support staff in providing best-in-class customer service.

What The Head of Customer Success is expected to do well

• Previous experience in taking the Customer Success function from 0 to 1 and 1 to infinity
• Clear track record in delivering clear and successful client expansion strategies
• Establish key performance indicators (KPIs) to measure the performance of the customer success team
• Build an expansion machine that can you can then build a clear forecasting mechanism
• Create and monitor KPIs to ensure goals are met or exceeded
• Collaborate with product, sales, marketing, and engineering teams to ensure alignment on customer needs
• Identify areas of improvement in processes, tools, and technologies related to customer success
• Create clear ROI and budgeting framework for all Customer Success activities

Capabilities & Requirements

• Minimum of 8 years experience in Customer Success or Account Management, 5 years in a leadership position
• Strong history of coaching and leading teams towards a culture of success
• Experience managing large B2B accounts
• A data-driven and analytical approach
• A mindset of collaboration, accountability, and results
• You welcome ideas and thrive in a fast-growing company
• You speak the same language as the customer, your background enables you to position use cases and workflows to different personas