Jobcase is a social media platform dedicated to empowering and advocating for the world’s workers. We develop technology to help people lead better, more meaningful work-lives – providing access to jobs, tools to take action, and a community for support. Jobcase is an affiliate of MIT’s Computer Science and Artificial Intelligence Lab, and collaborates with employers, nonprofits and government agencies to both improve, and diversify access to opportunity and participation in the workforce.

Jobcase is seeking a motivated leader to join our Customer Success team to take ownership of a customer portfolio and lead a team to support this business. Customer Success is responsible for post-sale campaign strategy, insight based upselling and delivery against budget and customer KPIs. 

This role will report to the Director of Customer Success and will both inherit and grow a team. The successful candidate will partner with the Sr Director of CS and a Sales leader or leaders to build a smooth process for working with their sales segment. They will evaluate the Jobcase and customer business needs to determine the right dynamic for post-sale handoff management and on-going customer support with Sales.

Build a partnership with the assigned customer segment & meet revenue objectives:

• Understand the needs and idiosyncrasies of your team’s customers
• Establish yourself as the primary escalation contact, building trust and driving growth 
• Advocate for your customers across the Jobcase organization
• Forecast your business and provide a clear team path to objectives
• Drive for the assigned team quarterly quota, managing the team’s attainment to target
• Build sustainable growth through increased investment coupled with quality

Become a trusted advisor and effective partner to the Sales team:

• Manage the handoff process with Sales to ensure an excellent customer experience 
• Learn the team culture, defining best practices for post-sale management
• Establish relevant reporting to provide ample visibility against goal achievement

Scale team execution, knowledge base and headcount:

• Train and coach your team on upsell and account management best practices, develop their soft skills and ability to effectively work with customers and internal teams
• Attract and land experienced hires and high-potential individual contributors 
• Manage the onboarding, team collaboration and career development for your team

Solve problems & execute strategy:

• Listen for opportunities to solve customer pain points in new and creative ways
• Plan, communicate and drive cross functional projects to ensure customer success
• Work with Sales, Product Management, Operations and the Customer Success leadership team to establish customer and segment business plans
• Define, drive and communicate strategic customer KPIs

Represent Jobcase’s brand, culture and our 100M+ members:

• Live our mission to help our members in their work life
• Own the presentation of our story and our offerings
• Create and deliver value for both the customers and our members using data and your ability to craft actionable insights from it

About you and your skills:

• 6+ years experience in Account Management, Customer Success, or a customer facing role
• 1+ year(s) experience in people management or experience coaching coupled with tasking team members
• Experience with a quota driven business such as Sales, Business Development or target based Account Management.
• Ability to present a narrative and tell a story with data
• Deep and strong analytical skills. Ability to analyze a problem, review results, create strategies for resolution and execute them confidently
• Ambitious self-starter who enjoys a good challenge and continuous learning - willing to ask questions and propose new ideas to continue pushing the business forward
• Ability to remain calm under pressure and adapt to a dynamic environment at a fast paced and quickly growing technology company
• Strong conflict resolution and collaborative personality, able to partner with Sales and other internal teams, finding the best outcome for all stakeholders and our customers while maintaining a great experience for our members.
• Willing to travel and participate in customer meetings, trade shows and internal team meetings
• If remote, willingness to be in office every 6-8 weeks when safe to do so
• Experience managing and upselling campaigns on an eCPM, CPC or CPA basis such as Google Ads or other digital advertising is preferred.
• Change management and experience building new process preferred 

If you are looking to join a company where you can proudly bring your whole self to work, we invite you to apply today. Our commitment to diversity, equity and inclusion means that whoever you are, and whatever path you’ve taken to get here, we value you at Jobcase. We know that diversity of perspectives, backgrounds, interests, and skills are essential to build a great product that serves ALL people. If you can help drive success and have fun while doing it, we can’t wait to meet you! Apply to any and every role that feels like the right next step on your journey, regardless of the criteria we’ve listed. 

Jobcase does not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information.