Head of Customer Success

Join the Airwave team and be part of an exciting journey to transform the way people connect. We’re not just a tech company; we’re a movement, pioneering the future of wireless communication to support field professionals worldwide. With our platform as your ultimate side-kick, you'll empower individuals to access crucial information right when they need it, enabling them to focus more on their work and less on the search. Check out our website and try out our product to learn more.

You’ll work closely with the entire team while reporting directly to the CEO. If you’ve ever been interested in working at a company with your hands in a lot of areas, this is it.

This will be the first dedicated position to our customers and their strategy. This role should expect to advise and build the Customer Success motion from the ground up and we’re looking for someone to tell us what to do. Ideally through prior experience and data, this person will have a point of view of what to do and how. Crucially, this role needs to have a holistic business perspective, not only understanding our customers and their pain points, but also how product and marketing influence their role and sharing insights back to the team.

What You’ll Do:

• Deliver impact for our customers - you’ll be the main point of contact for customers and responsible for ensuring they are meeting their goals with Airwave.
• Identify and Build Customer Journey – you’ll recommend and implement how the customer journey looks like for our customers. This includes advising how pilot programs convert customers, in addition to driving adoption and leading to renewals. We’re an early-stage company so we’re hungry for your opinion and expertise in addition to your execution.
• Collaborate cross-functionally - we’re a small team. Moving into owning customer relationships, it’s key for you to develop relationships with marketing, design, and engineering to really know how our business operates today. In addition, this role is on the front-lines. Ideally, you’re helping us think about product and business strategy based on our customers’ perspective.
• Know our customers - you’re the main point of contact for our customers. Ideally you develop deep and trusted relationships with them and work closely to seek feedback and validation.

What You’ll Need:

• 6+ years of professional experience that includes experience in the customer success function with direct oversight of customer management, advocacy, and engagement experience.
• While we anticipate that you have some direct experience in Customer Success or owning customer relationships, we value diversity of experience especially in this role. A background in other functions or disciplines would help in this role with the athleticism it requires.
• You have a point of view from your experience in customer experiences and demonstrated success when it comes to direct management of customers and their product usage and engagement.
• You have had success in designing pilot programs, implementations, and renewals that lead to a growing book of business with high retention.
• You have early-stage or start-up experience even if not directly in Customer Success. You are able to both be strategic and execute and willing to get your hands dirty.
• Demonstrated affinity for taking calculated risks and working in fast-changing environments.
• Understanding of the challenges that a scaling business faces and ability to adapt and lead through various stages of the company.
• Technically savvy - and adept at learning new technology that can increase capabilities and continuously monitor success metrics.
• Bachelor's degree or relevant experience in business, communication, marketing, or related field.

Compensation:

$130k - $150k annual salary based on experience

Our Values:

DREAMING BIG

We constantly challenge ourselves to push boundaries, defy conventional wisdom, and take smart risks by pursuing big opportunities hiding in plain sight.

MOVING FAST

We push ourselves and portfolio companies to build processes and systems that compress time, speed, and decision-making to produce results faster.

EXPECTING MORE

We demand the best from ourselves, our team, and our partners. We create the context for success by providing the appropriate resources, infrastructure, training, and mentorship required to win.

Airwave is an equal opportunity employer, and we value diversity at our company. We don’t discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.