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Compensation:
- Base salary range is: $149,000-182,000 USD + variable compensation
Why we are hiring for this role:
Casa is seeking a Director of Customer Success to lead our Client Advisory team. Our Advisory Team is a sales & success function that drives new client conversion, builds client relationships, provides support at the technical level, and owns retention at the different tiers of Casa’s product offerings.
This team is focused on proactive, end-to-end lifecycle management for our high-value clients, and support to our Standard and Free users. The Client Advisory team is highly knowledgeable about Casa’s products and services, the industry as a whole, and how clients can get the most value out of their Casa accounts. This is a new role, and you will lead the team to build entirely new ways of working with Casa clients, meeting and exceeding support and sales KPI benchmarks, and help ensure the Casa product solves the most important problems for our clients.
What you’ll do
- Strategy. Develop, refine, and implement a scalable service function with dedicated, proactive, high-touch support while also scaling self-service support for customers on our lower-tier subscription models.
- Operations: Build processes that will support the sales and service team to provide seamless, unmatched service and expertise for all Casa members.
- Team Management. Mentor, support, and lead our Advisor Team so they have the tools, guidance, and capacity to provide the highest quality service for our customers.
- P&L Ownership. Own the sales, retention, and ongoing support of our clients subscribed to Premium plans and above.
- Client Advocacy: Advocate on our client's behalf to highlight needs, solutions, and product roadmap priorities.
- Product Education. Ensure all members of the Advisor team thoroughly understand the intricacies of Casa’s product and can readily communicate that knowledge to all customers. Cross-team Collaboration. Work closely with all teams to ensure customer expectations are exceeded.
- Recruiting and Hiring.Work closely with the People Team to define team hiring needs, interview and onboard to the sales & services teams.
- Market Analysis.Keep your finger on the pulse of crypto at all times. All members of the Casa leadership team are expected to be experts on industry-specific best practices, competitor trends and growth opportunities.
Who you are:
- Curious. You’re the kind of person who loves to get in the weeds and deeply understand how things work, so you can best lead a team to make things work even better. We’re happy for you to be a Casa know-it-all.
- Knowledgeable. You have a deep knowledge of cryptocurrency, specifically bitcoin and ethereum. We are open to candidates with personal passion and/ or professional industry experience. We want to know you understand and are interested in our mission and values. Client Agnostic. You have experience working with a range of financial services clients, including B2C and B2B.
- Resilient. You know that startups require a specific skill set- you can build new things while remaining agile. You’re able to find ways to keep yourself and your team focused on what’s important when challenges inevitably arise.
- Detail-oriented. You don’t only know how to use our tools, you know how to utilize them in the most effective way.Humble. You have been a leader before and have learned equally from your successes and mistakes. You know our Advisory team possesses spectacular knowledge, and you look forward to learning from them.Confident. You are a seasoned leader who has learned from your successes and mistakes. You have the expertise to know what needs to get done and how to do it. Confidence is not the opposite of humility.
Skills and Experience:
- 10+ years of customer service, sales or revenue experience, preferably at a start-up or early-stage company.
- 3+ years experience leading passionate customer-facing teams at companies with SaaS and/or B2C subscription models This includes creating incentive and compensation structures, setting goals and performance standards, and 1 on 1 mentorship.
- 2+ years of managing a Hubspot instance required. A strong technical, data structuring, and operational knowledge is critical including all functions
- Track record of building and implementing end-to-end processes with measurable results.
- Experience building revenue and commission models that drive and incentivise the team.
- Strong written and oral communication skills and the ability to examine, synthesize, and present data to various stakeholders.
- Strong analytical skills and knowledge of sales metrics.
- Experience fully designing, utilizing, optimizing, and maintaining important service tools like Hubspot, and the ability & desire to learn the unique tools we’ve built in-house to serve our customers
How we measure success:
Casa strives to create goals & metrics around everything we do. Below are a few metrics that will help measure your overall success in the role.
- New revenue
- New high value subscriptions
- Upsells and cross-sells
- Referral revenue in high value subscriptions
- Retention
- Member retention
- Revenue retention
- Member LTV
- Member happiness indicators
- CSAT/CSAM
- Qualitative statements from members
- Team efficiency metrics
- Successful interaction outcomes (e.g. ratio of support calls with successful outcomes to unsuccessful)
- Time to resolve issues
- Number of touches to final resolution of issues
- Service quality
- Number of calls with detailed call notes
- Onboarding success and time to completion
- Annual Review uptake (ie ratio of members who do an Annual Review vs skip)
- Number of high value touchpoints per member throughout the year
Interview Process:
- Recruiter Screen: 30 minutes
- Hiring Manager Interview: 45 minutes
- The Team (part 1): 45 minutes
- The Team (part 2): 45 minutes
- Head of People Ops: 45 minutes
- Case Study + Presentation
- References