Head of Customer Success at CoffeeChat

ABOUT THE ROLE

The Head of Customer Success will ensure strong client impact and retention. Your responsibilities will include onboarding new coaches, managers and HR administrators onto our platform, monitoring utilization rates, responding to user questions and feedback, and keeping manager subscriptions and partner programs on track. You will own and be held accountable for all client-related KPIs including Net Promoter Score, average session ratings, key account growth, B2B client retention, and the manager utilization rate, among others. As a member of a small start-up team, you will also be expected to thrive in our remote work environment, including participation in our daily Slack updates, weekly 1:1 check-ins and other team learning activities.

ABOUT YOU

You are ready for a new challenge and are excited about CoffeeChat’s mission. You have previously worked at a start-up or new business unit, ideally with direct, client-facing exposure to customer service or partnership management in the edtech, HR, training or a similar sector. Experience with new user onboarding, handling client support requests, program impact measurement and key account management. You are prepared to build and optimize scalable processes to prepare CoffeeChat for strong client retention and account expansion. You are always willing to take on new responsibilities, are highly organized, and have a great aptitude for learning. You are highly comfortable using tools such as Slack, Google Sheets, Loom, Calendly and Canva. Strong English required, with French a plus.

OUR OFFER

Competitive salary based on your experience. Monthly remote working stipend. Access to our executive coaching service. Cash and equity bonuses based on performance against targets. 100% remote role and generous leave policy.