Customer Success Leader

| Cambridge | Hybrid
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Soofa is a seed-stage, leading IoT technology company who is revolutionizing the way we communicate in cities by developing technology to help urban dwellers take the pulse of their city in real time. Our flagship product, the Soofa Sign, is used by community members, enterprise-level advertisers, and everyone in between.

We are looking for a dedicated and enthusiastic Customer Success Leader to be the guiding light for all Soofa Sign advertisers. You are an empathetic team player who isn’t afraid to get your hands dirty as our team grows. The Customer Success Leader will work closely with clients to strategize and build their Soofa Sign campaigns, train them on how to use Soofa Talk, our self-service platform (soofatalk.com), and monitor and report on the success of campaigns.

 

Responsibilities

  • Act as the primary post-sale point of contact for all advertising customers
  • Onboard clients, maintaining regular communication, and building strong relationships
  • Provide strategic, creative, and technical guidance for clients developing Soofa Sign campaigns
  • Use vision and experience to build and grow a customer success team, recommend tools, and perfect internal processes
  • Highlight valuable customer feedback for our product, sales, and marketing teams
  • Help build a customer-centric business, giving control and flexibility to the digital marketer of today
  • Be responsible for retention and upselling of Soofa platform customers
  • Grow recurring revenue

 

Qualifications

  • 6+ years in the account management or customer success field, ideally with experience in media and/or SaaS
  • Proven track record developing and growing client relationships
  • Experience scaling a team

 

Candidate Characteristics

  • Creative, innovative, big picture thinker
  • Strong leadership skills and ability to “walk the walk”
  • Flexible and unafraid of uncertainty
  • Excellent communication and presentation skills

 

Bonus Points For

  • Experience working with designers and product developers

 

Perks of Working with Soofa

  • Unlimited PTO
  • Generous parental leave and benefits packages
  • Dog-friendly office
  • Team lunches every Friday
  • Employee outings/events like ski trips, camping, Whiskey Wednesdays, etc.
  • Strong company culture focused on working hard, playing hard, and caring about each other like a family
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Location

Located in trendy East Cambridge, Soofa is steps away from both Kendall Square and the Green Line. Most roles are 100% remote-optional.

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