Remote Head of Professional Services - Customer Success Leader
About the Role
We are seeking a Remote Head of Professional Services to join our dynamic team at GoodTime. In this pivotal role, you will be responsible for building and managing the delivery engine that drives our customers' success. As a leader in complex interview scheduling automation, GoodTime is trusted by industry giants like Databricks, Aon, HubSpot, and HelloFresh. Your expertise will help shape how customers experience our product, ensuring that their journey is seamless and impactful.
What You'll Do
- Lead the implementation and delivery of our services to ensure customer satisfaction and success.
- Manage escalations and design delivery architecture that supports enterprise-scale operations.
- Develop a high-performing team that can maintain a high-trust customer experience.
- Collaborate closely with Sales, Customer Success, Product, and Engineering teams to align on customer needs.
- Build systems that reduce dependency on individual heroics, ensuring consistent outcomes across all projects.
- Drive operational excellence and scalability as the company grows.
Requirements
- Proven experience in leading professional services or customer success teams.
- Strong understanding of implementation processes and delivery architecture.
- Ability to manage high-stakes situations and deliver results under pressure.
- Excellent communication and collaboration skills across various departments.
- Experience in building and developing teams to achieve operational goals.
Nice to Have
- Experience in a SaaS environment.
- Familiarity with AI-driven solutions and their impact on customer success.
- Background in project management methodologies.
What We Offer
- Competitive salary ranging from $150,000 to $180,000 annually.
- Fully remote work environment, allowing for flexibility and work-life balance.
- Opportunities for professional growth and development.
- Collaborative and innovative company culture.
- Access to cutting-edge technology and tools to enhance your work.
This Remote Head of Professional Services role at GoodTime offers a unique opportunity to lead customer success initiatives in a fully remote environment, with a competitive salary and a focus on operational excellence.
Who Will Succeed Here
Proficient in Customer Success tools like Gainsight or Totango, with a proven track record of implementing customer success strategies that enhance user engagement and retention in a SaaS environment.
Strong project management skills with experience using Agile methodologies and tools such as Jira or Trello, enabling effective team leadership and operational excellence in a remote work setting.
Demonstrated ability to develop and execute implementation strategies for complex software products, with a mindset geared towards continuous improvement and customer advocacy.
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