Head of Customer

About Air

Air is the first purpose-built Creative Ops System. Our product automates the mindless tasks that creatives do every day to manage content and unlocks creativity through image recognition, automated versioning, and approval workflows. We launched in March 2021 and have raised $38M+ from world-class venture capital groups including Tiger Global, Headline Ventures, Lerer Hippeau, WndrCo, and Slack Ventures.

The Role

As the leader of the Customer team, this individual will manage account management, customer success, customer support, onboarding, and community. They will be responsible for scaling our retention, engagement, and expansion motions. Through this work, they will develop valuable insights that directly influence our product roadmap and positioning.

A strong candidate will immediately bring in their customer playbook and refine our ongoing efforts to scale up and down market. This player-coach role requires managing a book of business while leading the team. Air has over 2,000 customers, and this candidate will be instrumental in systematizing processes and driving the function forward. Along with their team, they will hold all customer relationships and implement more efficient customer support and success strategies with a focus on strategic expansion and growth. This includes establishing quotas related to Net Dollar Retention (NDR) to drive the team to actively seek expansion opportunities. As a product-led business, an appreciation for community is critical and the ability to effectively collaborate with the product team is imperative.

• Partner cross-functionally to create and optimize the upsell and cross-sell strategies the Customer team uses to increase ROI.
• Establish and monitor Key Performance Indicators (KPIs) for the Customer team, ensuring alignment with company goals and objectives.
• Leverage customer feedback and data analytics to inform product development and enhance the overall customer experience.
• Increasing product adoption, customer loyalty and retention, and customer satisfaction while actively setting and contributing to churn reduction tactics.
• Manage relationships and lead by example, guiding the team in maintaining and improving customer relationships.
• Ensuring the Customer team has the necessary tools, resources, and training to effectively manage customer relationships and drive success.
• Systematize customer success strategies to push the function forward and align with our company growth.

Requirements

Your experience

• You have 8-10+ years of experience leading go-to-market functions within a fast-growing SaaS environment with a focus on post-sales motions.
• Demonstrated record of entrepreneurial achievement and/or leadership a plus.
• You are customer-centric at your core and are a champion for customers; are passionate about understanding your customers’ organizations, business priorities, and sources of value
• Proven ability to take concepts and ideas to execution and close, embracing both big-picture objectives and following through on details.
• Problem solver; you don’t accept the status quo and are always looking for creative solutions.
• Excellent communicator with a knack for always finding the right tone.

Benefits

Our company culture was built around a tireless pursuit to be the best at what we do. We're entrepreneurial and focused: tackling problems head-on without ego. We communicate with empathy. We speak directly, listen thoughtfully, and ask questions. We previously worked out of a cozy warehouse in Brooklyn, but are currently distributed around the globe. This is a remote role.

Air contributes 90% to medical, dental, and vision insurance and 75% to dependent coverage. Employees also have life insurance, disability insurance, and membership to One Medical. We offer a generous work-from-home stipend, professional development reimbursement, and unlimited vacation days. Although we are still early stage, we are always seeking ways to invest in the long-term health, wellness, and continued education of our employees.

At Air, we believe that it takes a diversity of thought, culture, race, sexual orientation, and outlook to build a world-class business. We value unique contributions and welcome people of all backgrounds, experiences, and perspectives to join us at Air.