Head Of Customer Success

Summary

Ovation is a fast-growing startup ready for the next level of growth! As the #1 rated guest feedback tool for restaurants, we help our customers build guest loyalty by providing a text-based platform connecting guests to brands in real-time.

We are looking for a highly motivated and experienced Customer Success leader who can help us get to that next level by building processes and systems, and guiding the CS team to success. As a key leader, you’ll report to and work directly with the founding team of Ovation, work closely with Product, and collaborate with Sales - all with the goal of providing a world-class experience to Ovation customers.

This will initially be a player-coach role. Why? Because we need a leader who understands the customer journey from the ground up and how each process ties to success. We know those who “do” are the best teachers and coaches for the front-line teams!

Responsibilities:

• Advocate for customers and shape the perspectives of internal stakeholders by fostering a customer-focused culture throughout the organization. You will represent the voice of the customer at Ovation!
• Lead a team of CSMs and Onboarding specialists to be best of class in their roles while representing the Ovation brand. You’ll own performance management and mentoring for your teams.
• Collaborate with our sales team to establish connections with leaders from potential and current customers.
• Bring innovative strategies to the table in order to enhance customer retention, engagement, and expansion.
• Enhance the long-term value of our customers by designing their journey, helping them achieve their goals, tracking new locations/expansion opportunities, and helping them adopt new features.
• Build a one-to-many motion to allow for scalability and long-term success as we hit our growth stride.
• Establish and achieve quarterly team objectives through KPIs, and mentor your teams to succeed while staying in alignment with the Ovation leadership team

Experience and Characteristics we are looking for:

• Proven track record in successfully expanding and growing a Customer Success department.
• History of representing the Voice of Customer internally through cross-departmental channels.
• A collaborative attitude with a focus on driving growth outcomes.
• Extensive experience in developing and implementing scalable processes to support business growth.
• Agile and adaptable, capable of swiftly moving and iterating in a changing and growing environment.
• Proven ability to break down highly technical concepts for non-technical customers while representing the complexity of integrations and data migration.
• Demonstrated expertise with a minimum of 5 years of customer-facing experience in the SaaS space.
• Prior experience in a leadership role within the Customer Success field with experience in performance management.
• Experience in the restaurant industry is a plus!

What Ovation offers you:

• A founding team who lives our values:

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• #3: Celebrate! - Express gratitude, have fun, and celebrate wins
• #4: Default to How - Encourage new ideas from all and dig to the root reasons
• #5: Keep Focus - Get it done in order: family, beliefs, health, job
• #2: Build Value - Do good for customers, each other, and the industry
• #1: Be a Partner - Exhibit innovation, communication, and dependability-ation

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• Health insurance stipend
• We know culture matters and we are committed to building a culture where everyone wins.
• Mentorship and partnership from day one. No one builds alone at Ovation, we will be here to support you and your vision at every point.
• Travel savings account with monthly deposits
• Equity. When Ovation wins, you win.
• Unlimited PTO
• Up to 4% 410(k) matching