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Head of Customer Success

3+ months agoOakland, CA / Remote

Pilotly’s mission is to give content creators, marketers and researchers the tools they need to understand their customers. By building best-in-class teams, we create best-in-class products that customers love. We approach challenges with humility, we take ownership over our work, and our growth mindset pushes us to constantly improve ourselves, each other, and the value we bring to customers.

Being an early stage startup, our customers inspire us to iterate, implement feedback, and drive forward to make Pilotly better every day. You will be the voice of our customers.The team partners cross-functionally with every part of the company (Product, Engineering, Marketing, Sales etc.) to advocate for our customers and ensure a high-quality experience through their lifecycle as an Pilotly customer.

The Customer Success team is responsible for driving adoption and long-term value realization for Pilotly’s customers through structured programs as well as ad-hoc engagement to provide product expertise and best practices.

As the Head of Customer Success you will play a vital role in evolving what Customer Success means at Pilotly. This is your opportunity to build the customer success model you’ve always wanted to build. You will help to build a CS team that can empower Pilotly’s customers to get the most out of their platform services.

Overall Expectation
In the end, this is all about making sure our customers renew and expand their usage of Pilotly. Your ability to juggle multiple priorities and be an excellent communicator who empathizes with the client will make this happen. From television and film, to advertising and digital shorts, knowledge of the media space will definitely give you a leg up. That aside, overall we want you to be inventive when facing challenges, and refuse to give up until your customers succeed.

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