Head of Customer Success

Hi

We were waiting for you

We know these are busy days for everyone and that you have plenty of options, so thank you for taking the time to read this posting

In a nutshell, we are looking for someone who can lead the present and future success of our customers, being the owner of the relationship with them. At FounderNest, while we like commonly accepted terms such as Customer Success, we prefer to come up with our own names when those better reflect what we are actually looking for, and especially since **Customer Excellence** is one of our **core values** (more details below)

By the way, while we are not big fans of name tags, to be realistic with the responsibilities of this role, we have decided to name it **Head of Customer Excellence**.

**This is us, using AI to (truly) disrupt an entire industry**:
Co-founded by two **Stanford**/**Wharton** alums, FounderNest is a SaaS company in stealth mode that uses AI to help innovative corporations (Innovation, CVC, and Corp Dev / M&A teams) identify their next partnership, investment, or acquisition target - before their competition. Our core technology is built on real-time analytics running on private and public company data. This fuels our Natural Language Processing AI with +60M companies and +1.2B aggregated data points, allowing us to minimize noise and find 1.5-5x more companies relative to alternatives.

We are proud to count amongst our clients some of the largest corporations across a wide range of industries worldwide — for example, 4 of the Top 10 Pharma companies worldwide, one of the largest management consulting firms, one of the largest biotech companies, and one of the largest food & beverage companies in the world.

This is the perfect time to join us We are exceeding our quarterly revenue targets consistently ( **2x growth QoQ**). By joining FounderNest at this time, you will have the opportunity to see the impact of your work on a daily basis while you grow your career in parallel to the company’s growth.

**(We hope) this is who you are**:
If you are passionate about making customers fall in love with products and you would love to be part of a dynamic team committed to disrupting an industry, this is your dream position

As FounderNest’s Head of Customer Excellence, you will:

- Along with the Product Specialist and the Sales team, make sure that we **crush the trials** and that we keep our conversion metrics super high
- Work closely with the clients to make sure we are delivering the best experience to them so that: (1) we keep **churn to zero**, (2) continue **upselling**; and (3) identify **expansion** **opportunities** (this to be done in coordination with our Sales team), becoming a driving force for our two main stakeholders: our customers and our business.
- **Learn our product inside and out** and help our customers drive business outcomes; you will proactively identify customers who aren’t maximizing their opportunity with our product/service and reach out to create an action plan to help them achieve success, and you will surface opportunities to expand existing relationships when it’s right for our customers.
- **Identify bottlenecks** that prevent us from delivering customer excellence to our customers.
- Once **value-prop and product improvements** are identified, work with other stakeholders (i.e. Product, Engineering, Operations, Sales) of the company to deliver the best product experience to our clients.
- **Do user monitoring** from an engagement and customer excellence perspective (from onboarding and throughout the customer journey)
- Last but not least, you will be in a privileged position to contribute to **building the area from scratch** and to grow it as far as you want.

Excited? Keep reading

**‍ **What you will do****:
As a startup, things may evolve but we have some degree of certainty on the areas we want you to lead. We are a bit structured-minded at FounderNest (you’ll see that when you meet us ) so we have grouped them in the main buckets:

- **Drive adoption (from trial to onboarding), retention (happiness with our product and renewals and conversions), and expansion (up-selling and account expansion) for a product that solves real problems and which our customers love**: Some of the world's largest companies use FounderNest to discover their next investment and partnership so we hold a great deal of responsibility for the present and future of our customers.
- **Help build the foundations of Customer Excellence at FounderNest, a critical area at the core of the company that will grow as the company grows**: you'll be instrumental in helping define our sales-assisted motions and potentially **build**, **lead**, and **grow** the Customer Excellence team from scratch.
- **Serve as the customer's trusted advisor** **along with the Product Specialist**: You'll host training, onboarding, and working sessions to educate our customers and dig deep into new use cases of FounderNest.
- *