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Director of Customer Success

| Austin

You're looking for an adventure where you can tackle complex problems, drive change, and represent a powerful and novel product. You want to lead and collaborate with people that creatively solve problems, make decisions with conviction and nerd out about the internet. You’re comfortable with being uncomfortable, and you thrive in an environment based on continual improvement. You aren’t afraid to try new things and make mistakes. If this sounds like you, we want you on our team!

New Knowledge is a fast-growing information integrity company on a mission to help our clients understand the internet. We use AI and machine learning to alert brands to potentially damaging online campaigns, and we are revolutionizing the way companies and industries make sense of disinformation, echo chambers, and filter bubbles. We are led by successful entrepreneurs, NSA veterans and disinformation industry experts. Current clients include Fortune 100 customers across a number of industries and our investors include Moonshots Capital, GGV Capital, and Capital Factory.

We are looking for our very first Director of Customer Success to lead our growing Customer Success team with 7 plus years of experience managing client success teams within a SaaS-based organization. This role will be based out of our Austin office.

What You’ll Do: 

  • Day-to-day you'll lead a rapidly growing team of Brand Strategy Partners and a Product Specialist in working with a team of product, sales, intelligence analysts, machine learning experts, and marketing professionals
  • Responsible for onboarding new team members, fostering an environment of collaboration, and continually focusing on improving and developing skills
  • Work with clients and team members to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
  • Work with Brand Strategy Partners to create and implement an effective, and repeatable onboarding process for new clients 
  • Effectively present New Knowledge's recommendations and point-of-view to clients with excellence
  • Design and improve implementation methodologies and other operational processes and/or enabling technologies
  • Lead regular status meetings and track key performance metrics
  • Collaborate with your team and other internal stakeholders to drive client success and provide long-term value for our client base

What You’ll have:

  • 7 plus years of experience managing customer success teams within a SaaS-based organization
  • You are a natural leader, coach, and team builder
  • Proven ability to manage large projects, deadlines, scope and teams on one or more sizable accounts within a software or SaaS organization
  • Excellent written and verbal communication skills and demonstrated ability to delegate tactical assignments and accurately judge and edit the work of others
  • Skills and personality to operate effectively in a very fast-paced, evolving and complex business
  • Ability to engage with high ranking executives on both technical and non-technical matters
  • A comprehensive understanding of your clients' businesses and their missions, as well as their key stakeholders: consumers, employees, investors, regulators, media, vendors, partners and other businesses/organizations, etc., and will be able to impart this knowledge to account team members
  • Excitement for change and startup experience is a MUST

What You’ll Get:

  • Purpose-driven work
  • Market-leading salary and equity compensation
  • Coverage under best in class, flexible medical, vision and dental plans
  • 401(k) with 100% company match up to 4% of salary and immediate vesting
  • Unlimited vacation that you’re encouraged to take, including paid parental leave
  • Stocked kitchen full of healthy snacks and drinks
  • Weekly catered lunch
  • Free parking near our downtown office
  • Free membership to onsite gym and pool
  • Annual budget to purchase books and educational subscriptions
  • Monthly team-wide events like movie screenings at Alamo Drafthouse, escape rooms, and stand up paddle boarding on the river
  • Many more benefits … apply to find out!


Read Full Job Description

Technology we use

  • Engineering
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • Node.jsFrameworks
    • SalesforceCRM

Location

We're located downtown, we're not in Capital Factory, there are 8 bars in a 1 block radius from our office, and we pay for parking. Mic drop.

An Insider's view of New Knowledge

What’s the vibe like in the office?

The vibe in the office is genuine and welcoming. Too many times tech companies try to contrive their culture, and tell people how they need to act. This couldn't be more different from New Knowledge. It's an environment that celebrates individuality, and welcomes new ideas.

Chelsey

Demand Generation Marketing Manager

What's the biggest problem your team is solving?

New Knowledge’s research division, NK Labs, is responsible for driving discoveries in emerging artificial intelligence and machine learning research through open-source DARPA programs — Data-Driven Discovery of Models (D3M) and Active Social Engineering Defense (ASED) — which we use internally to build tools to fight disinformation online.

Numa

Machine Learning Engineer

What are some things you learned at the company?

I have learned how to incorporate feedback from users to make models and statistics to answer multifaceted questions about communities on social media. I have also had the chance build APIs around my models in order to make them more accessible to users.

Becky

Data Science Manager

What is your vision for the company?

To bring authenticity to the internet. Most people believe the internet is a cocktail party at scale. In reality, the conversation online is driven by hyperactive mobs, or factions as we call them, that exploit platform dynamics to manipulate the narrative.

Jonathon

CEO

What's something quirky about your company?

A slightly unhealthy obsession with a futuristic cat that guides how we proactively pounce on this problem. Integrity, obsessive pursuit. nerdiness, collaboration, accountability, and teamwork are the DNA of our company. We are relentless in our pursuit, and IONCAT leads the charge.

Ryan

COO

What are New Knowledge Perks + Benefits

New Knowledge Benefits Overview

We are a startup company in a fun sense, we move quickly and get a lot done, but an established company when it comes to benefits. We have funding and revenue and we know the value of investing in our employees to grow New Knowledge. We offer Fortune 500 level health care benefits, equity, vision + dental, free parking, a 401(k) + matching, and professional development opportunities.

Culture
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Highly diverse management team
Our leadership team is 50% female! New Knowledge is an autonomous company staffed with a diverse array of passionate, brilliant people who trust each other and love what they do.
Diversity manifesto
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 14 weeks of parental leave for the primary caretaker. Acme Co. also provides 6 weeks of leave for the secondary caretaker.
Flexible Work Schedule
Family Medical Leave
Employees who have been with the company for 12 months are eligible for 12 weeks of family medical leave.
Return-to-work program post parental leave
Company sponsored family events
Acme co. sponsors family oriented events Quarterly.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Free parking in our downtown office
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Acme Co. hosts lunch and learn meetings once per month.
Promote from within
Mentorship program
Our mentorship program includes 1-to-1 program.
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