Customer Success Lead

As the Customer Success Lead you'll partner closely with teams across the Customer Group to drive customer usage and company revenue optimization. This is a hands on role where you'll be educating and supporting our customers as they adopt a transformative business critical tool into their business, and leading a team of CSMs to do the same. You'll be expected to know our product offering well so that you can effectively communicate and support customers, and also to surface customer feedback to the product development teams.

You’ll work in concert with teammates from across the company to build a rich customer experience that meets the customers where they are at while partnering with them to innovate their businesses. We expect you to be broadly experienced to be able to “see around corners”, and to be a collaborative, low-ego teammate who helps Scythe realize its big mission.

As part of the Customer Group, you'll be expected to have flexibility for overnight travel up to 15% of the time, and away from desk field time up to 25% of the time. This is a long term remote flexible role, but will require at least 50% office time for the first 6 months.

What you’ll do at Scythe  

Your overarching goal will be to drive robot unit economics and ensure customer satisfaction, with the result that the customer is requesting to increase their product order amounts at usage levels that are satisfactory to the company.

• Develop and refine customer success metrics, both internally and externally facing.
• Support and empower a team of CSMs to deliver on those metrics, and ensure customers are continuously working toward key milestones.
• Support the development of close relationships with customer management, product adoption sponsors, and/or key stakeholders.
• Coordinate, review and confirm customer invoices prior to customer delivery.
• Coordinate and participate in real time customer support activities, such as call and text support.
• Surface support issues so they can be root caused and addressed.
• Continuously monitor machine uptime, and act as a facilitator between the customer and Scythe repair and service teams as necessary.
• Advocate for customers internally by frequently providing customer voice feedback to the product development team.

What you know well

• Client Relationship Management
• Product adoption strategies
• Building teams and mentoring
• Project management skills - initiating, executing, and following up
• Ability to organize data in a way that is understood and can lead to improved decision making
• Proficiency using a CRM tool, like Hubspot or Salesforce
• Experience using a customer support tool, like Zendesk / Freshdesk / Helpscout
• Attention to detail. Our customers notice, we need to notice.
• Listening.

What you’ve maybe done

• Experience at an outdoor power equipment company or green industry experience
• Experience in Commercial Landscaping and knowledge of it's operational details
• Prior CSM experience at a SaaS based business

Why Scythe?

• Scythe is an early-stage but well-capitalized startup. Have a huge impact alongside an awesome team of experts shipping something the world has never before seen
• Competitive salary and equity compensation
• Fully-sponsored medical, vision, and dental insurance, including 75% funded dependent coverage
• 401(k) retirement plan (non-matching today)
• Headquarters near beautiful Boulder, CO. Enjoy the bounties of nature and open spaces close to home with mountain biking, hiking, skiing and more.
• Satellite offices in Austin, TX and Vero Beach, FL 
• Flexible paid time-off and remote work to let you do your best work where and when you want
• Highly collaborative learning culture where personal freedom, growth, and responsibility are valued
• An opportunity to have an incredible positive impact on the world

Closing

Scythe is a total compensation company, which provides employees a comprehensive salary, equity, and benefit package. However, only the minimum salary amounts are listed here. Scythe carefully considers a wide range of compensation factors, including education, years of experience, competencies and other relevant business considerations. These considerations can cause your compensation to vary along with your compensation mode preferences. The Customer Success Lead position has an expected minimum annual cash salary of $85,000. The actual pay may be higher depending on your skills, qualifications, and experience. Equity and benefits packages are NOT included in this estimate. Please note that this information is provided for those hired in Colorado only, and this role is open to candidates outside of Colorado as well.