Head of Customer Success

Altruist [http://www.altruist.com/] is an LA fintech company on a mission to make financial advice better for everyone. We’re looking to hire an entrepreneurial Head of Customer Success. If you’re passionate about building meaningful products that people love to use, then you’ll love what we’re up to.

Our team is solving a huge problem that requires big-picture thinkers who are motivated to make a real difference through their work.

What you’ll do

• Lead Altruist’s customer success team in providing exceptional service to Altruist’s advisor community, supporting their businesses and client needs
• Manage customer retention, increase lifetime value, and drive higher NPS and product adoption
• Create and lead advocacy programs in partnership with Altruist customers
• Become an expert in Altruist’s product
• Identify and escalate any customer-facing issues to ensure that Altruist team members can promptly work to make a better experience, using data to influence strategic business decisions
• Champion customer needs internally to help prioritize product roadmap decisions
• Identify and implement internal and external software tools to ensure the cost-effective delivery of high-quality customer service
• Build and scale Altruist’s customer success team in a fast-paced, early-stage environment

What you’ll need

• 5+ years of hands-on experience managing a SaaS customer success team
• An entrepreneurial attitude and a deep empathy for our customers
• Knowledge of financial products
• Expertise with ticket management and/or CRM solutions
• Demonstrated ability to apply technology to enhance business processes
• Strong written and interpersonal communication skills and the ability to interact persuasively with marketing, compliance, operations, product, design, and engineering teams
• An affinity for a fast-paced, early-stage environment
• A bachelor’s degree or equivalent experience
• Completion of FINRA Series 7 and Series 24 or the ability to complete these examinations in your first 60 days

What you’ll get

At Altruist you’ll work with a talented group of hungry creators looking to disrupt our industry. You’ll be given the freedom to do your best work alongside down-to-earth developers, designers, and thinkers who are at the leading edge of their craft.

We offer top-of-the-line health benefits, 401(k) with employer match, a competitive salary, and a flexible schedule including unlimited vacation time. You’ll join at the ground floor and have the opportunity to make your mark and have a real say in how we build products. Our office is located in the heart of Venice on Abbot Kinney Blvd.

You’ll join a proven founding team that is backed by one of the most storied VCs in the US, Venrock. Together, we’re going to fix the broken parts of finance and investing (most of it).