Head of Customer Success

At Redflag AI, we are at the forefront of developing cutting-edge software that analyzes diverse online content types, including text, image, video, and audio. Our solutions empower businesses and individuals to safeguard their content and gain comprehensive insights into their online reputation. Trusted by enterprises and individuals across various industries, including media, entertainment, sports, publishing, music, retail, and finance, we are dedicated to providing robust and innovative software solutions.
Redflag's Head of Customer Success will lead the customer success function with a vision and strategy to provide customers with a voice, support, guidance, and knowledge resources, in turn facilitating the achievement of their business objectives. The essential duties and responsibilities for this role include:

• Implement high touch, scale, and tech touch customer success strategy & motions, while using data driven coverage models
• As a senior leader, you will define collaboration between sales, partner organizations, and other teams. Design and implement playbooks and subsequently iterate on our customer success motions
• Engage with C-level and other decision makers from customers. Build professional relationships with partner executives
• Develop and implement both the long-term global customer success strategy and annual plans
• Drive customer success execution to overachieve on quarterly and annual objectives. Effectively deal with customer escalations, in conjunction with other teams
• Support the company's customer centric thinking and build out our customer feedback loop. Continuously measure customer sentiment and come with recommendations for platform development and how we support customers throughout the customer lifecycle
• Drive operational discipline, focus on continuous improvement of processes and wins
• Build out and lead the customer success team as Redflag grows

Education and work experience requirements are:

• 8+ years of customer success experience, minimum 3 years leading and scaling customer-facing organizations in a technical environment
• Tech startup experience preferred
• Bachelor's degree in business, marketing, sales, or related field
• Experience managing a customer success function for a portfolio of advanced SaaS products serving enterprise customers, with exposure to a variety of customer needs
• Experience interpreting data analytics to derive insight and drive customer value
• Strong cross-functional collaboration experience, including functions like sales, product, marketing, and sales

To be considered for this position, you would need to meet, at a minimum, the knowledge, skills, and abilities listed here:

• Demonstrated strategic, impactful, and charismatic leadership. Proven track record of hiring and managing a diverse and multi-faceted team. Create processes that govern, guide, teach, inspire and advise team members as well as peers
• Ability to engage senior executives at customers and partners
• Combination of customer orientation, process thinking, technical savviness and commercial Instinct
• You understand how CRM and related technology and tools work and can use that knowledge to identify new technology partners or development projects that can enhance our ability to serve the customer. You understand how to put together a strong business case together to invest in technology that will directly impact key metrics

The physical demands described here represent those that must be met in order to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable those with qualified disabilities.

• Able to frequently sit, stand, walk, use hands to fingers, handle or feel, reach within hands and arm's length, stoop, kneel, and crouch, talk and hear
• Regularly required to sit for extended periods of time; frequently required to use office equipment such as PC, printer, telephone, etc.
• Able to regularly lift and/or move up to 10 pounds
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus

Our base pay philosophy is important:
At Redflag, we strive for salary range transparency in our hiring process. We always post our base salary range on our job openings, regardless of if it is required by state and local laws, as well as discuss candidates' salary expectations during our initial interview. This helps us put pay equity across our organization top of mind during the hiring process. Base salary is only part of your total compensation and rewards package, this role is eligible for a new hire equity grant in the form of stock options and a bonus plan.
Base salary range: $130-160k
Some of our benefits include:

• Generously subsidized medical, dental, and vision insurance
• Flexible Spending Accounts for medical and dependent care
• Company sponsored life insurance and long-term disability
• 401(k) Pre-Tax and Roth options, with company matching
• Flexible Time Off in addition to generous sick time and company holidays
• Parental Leave for both birthing and non-birthing parents

Disclaimer - The above statements are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. Nothing in the job description restricts the company's right to change, assign, or reassign duties and responsibilities at any time for any reason.
As a remote company, Redflag utilizes E-Verify to electronically verify employment eligibility of new hires. Redflag is required to notify job applicants that the final candidate will be verified by comparing information provided on the I-9 form to records in the DHS and SSA databases.
*Redflag AI, Inc. is an EEO/AA/Disability/Vets Employer*