Head of Customer Success

About kea

Launched in 2018, kea is one of the fastest-growing companies changing the way restaurants operate. We've raised $29 million from Tier 1 Silicon Valley investors, and we're not stopping there. Originating in Mountain View, California, and now fully remote, we are building a team that is excited about our mission: drive the world’s commerce by empowering restaurants to operate more intelligently and own their relationship with customers. The first product in our platform, kea Voice, takes orders over the phone at a high level of efficiency and consistency so that restaurants can focus on making delicious food. That's a win-win!

Our Commitment as a team

At kea, we live our values--we are committed to innovation while moving as one unit at high velocity. We are compassionate and care for others. We are open and transparent. We play to win the long game. As you review the below keep Our Commitment in mind. Your uniqueness is valued and differences of opinion, background, and ability are welcomed. If you think you satisfy even just a few of the below points, please apply!

About the role

kea is seeking an experienced customer enthusiast to join our team as a Customer Success Lead, focusing on deploying, managing, servicing, and supporting customers using our rapidly growing Voice AI solution for restaurants. You will be responsible for establishing our new Customer Success pillar within the organization, hiring and leading a talented post-sales Customer Success, Account Management, and Support team, working with some of the most incredible brands in the country. You will join our Operations leadership team and report to the Chief Executive Officer. 

You can work remotely from anywhere in the U.S. or at kea’s office in Chicago.

Responsibilities / What your day-to-day looks like

• Establish a new pillar within kea, Customer Success and establish standards for what it should look like. You will rethink how we approach Tier 1 and Tier 2 support and how these teams can scale efficiently to improve coverage and compliment our team the front lines of the customer experience to provide day-to-day support in addition to ongoing optimization and strategic advice. 
• Establish a Customer Success foundation to include a smooth onboarding process (Implementations), technical post-sales strategic consulting (Technical Account Management), relationship building/reporting (Account Management), day to day support (Customer Service), and more proactive churn avoidance through the creation of a Critical Account Program. 
• Implement scalable customer health scores and develop processes to proactively address trends to improve the customer experience.
• Attract high potential individual contributors into the team and provide growth opportunities by coaching team members, up-leveling skill sets, and guiding the career paths of the CSM team, and create a rapid onboarding process for new team members.
• Work cross-functionally with Operations, Sales, Marketing, Product, and Engineering to produce an amazing customer experience at every kea touchpoint.
• Influence future Customer Lifetime Value through higher product adoption, customer satisfaction, and overall health scores.
• De-risk and defuse customer escalations.
• Grow customer advocacy by helping our customers realize significant value from kea, and then working with Sales and Marketing to help tell those stories
• Drive new business growth through greater advocacy and reference-ability
• Inspire Customer Success across the company, collaborating with each kea team with the goal of exposing our employees to our customers in an effort to help identify and resolve pain points. 

What sets you up for success/qualifications: 

• 10+ years of leading, growing, and scaling top performing teams in Customer Success for B2B (SaaS or something close to it)
• Skills and experience needed to build a Customer Success pillar from 0 —> 1
• Ability to manage escalations at all levels, operators through C-level executives
• Ability to manage and influence through persuasion, negotiation, and consensus building
• Strong empathy for customers AND passion for revenue and growth
• Demonstrated desire for continuous learning and improvement
• Fast paced, authentic, and enthusiastic leadership with the ability to inspire others
• Excellent communication and presentation skills
• Legally able to work in the U.S.
• Seed-Series B experience at a tech company that worked with restaurants a plus, but not required 

What we offer

• Generous stock option plan
• 100% employer-paid medical and mental health care benefits
• Dental and vision benefits
• Unlimited PTO
• Remote work (US-based/remote or Chicago office)
• 401K
• Ownership, responsibility, and empowerment in what you do
• Incredible teammates and a caring workplace culture