Customer Success Leader
Waldo, United States

Waldo is the world’s first no-code testing platform that lets anyone create automated mobile tests without the hassle of scripting. Every company with a mobile app needs to test it, and we're the first to make it easy and reliable.

We are a dedicated and high performing team backed by First Round Capital, Matrix Partners and Leaders in the mobile industry, we have raised $6.5M+ in funding and we are now looking for exceptional talent to help us grow even faster!

This is an opportunity to take an early leadership role at a high-growth startup with a groundbreaking product.

Sound cool? Then read on!

• A CEO and company that value creativity (ask us why our logo is a llama)
• A journey to disrupt the mobile testing market that hasn't changed since the first iPhone
• With a product that even the most cunning engineers thought was impossible to create
• With a product that even the most skeptical engineers fall in love with at first sight
• A custom built customer health dashboard that puts your finger on the pulse of our customers
• A sticky, highly-integrated product that has forever evolved how mobile teams approach testing
• And chance to be an early pioneer within a great team and company culture

• To build a CS process from your experience, fit to our product and customer type
• To get technical (frontend/no-code), deeply understanding Waldo's product and capabilities
• To get in the head of a mobile teams to understand their pain and how to solve it w. Waldo
• To manage escalation priorities, only leveraging engineering resources when beyond CS scope of expertise (e.g. backend)
• To own the MRR Retention Rate and churn number
• To start as a one-person practitioner, then eventually lead a team
• To onboard customers to achieve instant momentum, and to continue their growth
• To have a constant pulse on customer health, and what makes a successful customer
• To identify upsell opportunities for the sales team to close
• To lead a customer referral program
• The pressure and excitement of changing how people think about mobile testing
• Receiving candid feedback that helps you grow
• Giving candid feedback to helps the team grow

Requirements

• 4+ Years’ B2B SaaS experience developing and transforming complex customer experience models
• 5-6+ years people and process management experience
• Demonstrated achievement in leading and managing SaaS customer success practice that deliver on business outcomes across an organization
• Experience in providing technical support for technical products
• A self-starter, naturally self-directed and proactive
• Entrepreneurial able to execute effectively and creatively in an undefined environment
• An experienced project manager
• Ability to build trust quickly, navigate difficult conversations comfortably, and maintain strong customer relationships
• A proven track record of aligning team members, processes, and systems to drive customer loyalty

• Ability to act as an evangelist for the product in market, capturing the hearts and minds of influential decision makers
• A passion to solve market problems using technology
• Ability to collaborate and communicate effectively
• Comfortable with ambiguity and being agile in order to change direction as priorities move rapidly
• Upbeat, personable, and positive
• Strong, complex problem solver
• Integrity and emotional intelligence: will need to create relationships with and influence a wide range of internal teams, always acting with the best interest of the company in mind, and handling sensitive/confidential information

Benefits

• The opportunity for an early leadership position at a high-growth startup
• An insanely overachieving A-team, working to build great products and help mobile teams ship faster
• A competitive salary, a flexible PTO policy, and a remote-friendly culture
• Generous stock options at an early stage
• Participation in medical and dental insurance
• Subscription to OneMedical and ClassPass

Job Rewards and Benefits