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Head of Customer Success

| Austin
A Cloud Guru is a world leading provider of online education. We focus on providing high-quality, affordable and engaging on-demand video courses to hundreds of thousands of technology professionals. We help our students learn new skills, gain valuable industry certifications, and excel in their careers
It’s an exciting time at A Cloud Guru - we’ve taught over 700,000 students since our inception 3 years ago; received US venture capital funding with a recent $2M raise in May; and we're now focusing on building out our B2B feature set and product offering. 
We have ambitious goals for the year ahead and we're looking for an experienced Head of Customer Success who can help us achieve this.
What you'll do
As our Head of Customer Success, you'll build the Customer Success team and that own the post-sale customer relationship for our B2B business. You'll be responsible for engaging with key stakeholders post-sales, to drive customer on-boarding, adoption, satisfaction and to ensure retention.
Your team will be the voice of the customer and advocate internally to improve every aspect of the B2B customer experience. You'll work closely with our Customer Support, Engineering and Product team to maintain a deep understanding of product offerings.

The type of person we're looking for:

  • Is a great listener and communicator – you'll collaborate with internal and external stakeholders 
  • Has excellent team management skills – you'll inspire a team of Customer Success Managers 
  • Is empathetic and driven to build processes from the ground up – you'll start a team from scratch and impliment new systems
  • Is able to anticipate the needs of customers – you're proactive and invested in the client's goals
  • Has the ability to manage customers at different milestones of product adoption 

If you have the following experience we'd love to hear from you!

  • 5+ years of Customer Success experience in a B2B customer-facing capacity
  • 3+ years leading a Customer Success team
  • Experience with Salesforce account management processes
  • Experience with working within a SAAS startup
  • Experience building and delivering on key CSM metrics
  • Proven ability to develop relationships quickly and lead people internally and externally to drive outcomes
  • Experience building Customer Success metrics and processes
  • Bachelors Degree or equivalent experience

Working with us
Our people matter to us. We know everyone has a life, and we encourage you to live it to the fullest. We understand that with a start-up life comes stress, pressure and change and for that reason our employees receive 20 days (4 weeks) of leave each year.
In addition to this we offer health, vision, and dental coverage, 401K and we pay commensurate with experience and potential to make sure you’re looked after.
Our Crew
Our team is spread across the globe, primarily in the US, Australia and the UK. This role will be based in our shiny new offices in Austin, Texas.
While we do have remote workers, this role requires hands-on collaboration so the position requires that you live in or relocate to Austin.
We are a fast-growing team with big ambitions. We need people who can help us build a solid foundation for the future. If you want to make a difference in a fast-growing team, now is the time to join.

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Location

We're located in Austin’s eclectic Rainey Street neighborhood where we are just a short walk from Austin’s best shops and eateries.

An Insider's view of A Cloud Guru

What’s the vibe like in the office?

The vibe here is a reflection of the people – laid back, casual, and most of all, jovial. No workplace is ever going to be the same as home, but here there is a similar level of comfort. Folks are exceptionally welcoming and willing to help out where they can. Humor is necessary to get through the work day, and we've got that in spades here.

Vijay

Manager, FP&A

What projects are you most excited about?

Our content team is hard at work to continue providing a differential and expansive training offering to our customers. There is a ton of awesome new stuff in the works for our enterprise offering, Teams, and I can’t wait to continue to help businesses and enterprises in their cloud adoption journey. 2019 is going to be a big year!

Madeline

Account Executive

How does the company support your career growth?

We provide opportunities for our leaders to attend leading conferences within our industry but also within their professional space. It's important to us that our leaders maintain a pulse of what's developing within their field and are equipped with insights to lead our growing teams. We have a work hard, stay humble motto at ACG.

Hanh

Director of Customer Experience

What are A Cloud Guru Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
A Cloud Guru's health insurance plan covers 100% of your medical premium!
Life Insurance
Retirement & Stock Options Benefits
401(K)
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Generous PTO
A Cloud Guru offers 4 weeks of PTO per year!
Paid Holidays
We offer all employees paid time off for all major holidays
Perks & Discounts
Casual Dress
Company Outings
Stocked Kitchen
Some Meals Provided
We cater in team lunches every Monday, Tuesday, and Thursday! We also keep a fully stocked refrigerator
Happy Hours
Parking
Professional Development Benefits
Job Training & Conferences
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