Head of Customer Success

Location: Scottsdale, AZ (Old Town) or Remote

Do you have a love for technology, along with a passion for helping understand how technology can drive business success? Are you interested in building a customer success function and shaping the way Files.com strategically partners with customers?

Files.com is looking for an entrepreneurially minded Head of Customer Success who will build a team focused on helping customers achieve business goals by optimizing their adoption and enabling their use of the Files.com platform. 

If this is you, then we’d like to hear from you!

Competitive Base + Variable: Uncapped commissions with Incentives.

In-House Training: We’ll provide the solution training you’ll need.

Big Company Benefits: You'll get Health/Dental/Vision Insurance coverage (plus 75% of Spouse/Family coverage too), 401(k) with generous matching, 11 Company Holidays per year, and 20 PTO/Vacation days.

Laptop and $1,000 sign-on bonus: Upon signing, we'll send you an 💻 Apple laptop as well as $1,000 to outfit the rest of your home office with things like a monitor, webcam, keyboard, and mouse.

Our Scottsdale office is located in the heart of Old Town Scottsdale. We have a gorgeous spacious office with huge windows and free breakfast every day. 🍳🥓

Our Old Town location gives you direct access to the most amazing lunch and happy hour spots.

The majority of the Files.com teams are remote. However, we travel for regular in-person meetings with the team and the entire company to meet and work together face to face. These meetings are in cities around the US, including Scottsdale, Austin, Orlando, New Orleans, San Diego, Las Vegas, and New York City.

In-person events combine work and fun and are designed to make up for the in-person interaction that occurs in an office job.

We are very excited that COVID-19 restrictions have been lifted and we have fully resumed company travel. 🎉

We are building a Customer Success Team from scratch, and this is your opportunity to get in on the ground floor of the new team. What an amazing career opportunity!

Files.com is an enterprise secure file transfer & automation app with over 6,000 paying business customers, including Target, Canonical, UPS, Leica, DirecTV, GoPro, Marriott, and more.

Files.com was bootstrapped by our founder and has been profitable since its founding in 2010. We recently raised $46.5 million of growth equity from Silicon Valley-based Riverwood Capital to accelerate our growth.

Set the vision and strategy. You’ll work with you counterparts to set the vision and strategic plan for the customer success function, focusing on increasing product adoption, leading a positive customer experience, and driving success. 

Build a world class team. You’ll be a coach, helping to build a high performing team, develop our success motion, drive collaboration across the organization, develop operational processes, and manage the performance of teams and individuals. You will model what good looks like and regularly review calls to help the team improve. 

Define and measure customer success metrics. You'll establish the criteria for our customer success metrics across our customer base and ensure we are measuring and improving them. These metrics will include aspects of adoption, usage, and retention. 

Drive impact through scalable success processes. You'll help develop, test, and iterate on playbooks and engagement strategies that should reduce churn and improve insights into how customers are using the Files.com platform. 

Develop success material. You'll collaborate with Product Marketing and Product Management to develop material and resources to set new customers up for success and drive adoption and engagement in product. 

Experience leading a customer success team for a B2B SaaS company. Ideally you have experience being part of, building, and leading a Customer Success team.

Proven track-record of accelerating growth and scaling functions. You enjoy working in a fast-paced, dynamic environment, are driven to win, and believe there's always room for improvement. You can respond to changes in the business and have experience dealing with ambiguity.

A background in setting and communicating strategy. You should be familiar with leading customer success strategies and have excellent people, communication, and presentation skills. You have the ability to build trust across an organization, enabling successful execution of your strategies.

Technical Acumen. You have a passion for and understanding of modern web technologies, cloud, SaaS, iPaaS, APIs, Encryption, etc. You also have a keen ability to present technical concepts to technical and non-technical audiences.

Passionate about customers. You have a passion for understanding and helping customers, you're empathetic and seek to understand where customers are coming from.

Team Building. You’re skilled and adept in hiring, interviewing, and mentoring CSMs.