Head of Customer Success

Interviewing is a universal experience, but it is no one’s job

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Interviews are the gateway between people and jobs–they are a critical connection point. And yet, while the interview is a universal experience, it has never been recognized as its own discipline. In fact, thevast majority of people conducting interviews receive no formal training in how to do so ( https://www.weforum.org/agenda/2019/05/interview-gap-economic-growth-tech-industry/ ).

Karat is the market leader in Interview Engineering

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At Karat, our mission is to make every interview predictive, fair, and enjoyable. To do so, we created and established the category of Interview Engineering.

Karat conducts technical interviews on behalf of organizations hiring software engineers. We do this through a community of Interview Engineers who are equipped with Karat’s interviewing infrastructure, battle-tested questions, and data-informed best practices. The result is highly predictive and fair interviews at scale that candidates truly enjoy. Karat has amassed the largest, most robust dataset of structured-interview intelligence to produce never-before-seen hiring analytics.

Founded in 2014, Karat is a privately held andventure-funded company ( https://news.crunchbase.com/news/karat-raises-28m-series-b-led-by-tiger-global/ ) based in Seattle. Key clients include Pinterest, PayPal, Citrix, Intuit, and InVision.

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Head of Customer Success at Karat

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Customer Success delivers the solution and expertise that makes it possible to transform a hiring process into a competitive advantage. Our solution is both repeatable and consultative and is based on building trusted, long-term partnerships. As our Head of Customer Success, you will be responsible for leading our team to deliver value directly to our clients while also building out a best-in-class playbook for Customer Success.

Core Responsibilities

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• Build and lead the Customer Success function at Karat. You will hire, motivate and develop Customer Success team members and develop the playbooks, processes, and systems that the team will use to scale.
• Ensure accounts are successful throughout their lifecycle, from onboarding and adoption through to partnering with sales in the renewal and up-sell process
• Establish yourself and your team as a trusted advisor to our customers. This includes driving the content for executive reviews with customer stakeholders including CEO/CTOs, VPs of Engineering and HR, and other senior leaders
• Partner with our SVP of Sales to effectively communicate the value of the service, unlock new opportunities at clients and expand the business
• Work closely with our CTO and VP of Engineering to ensure the needs of and opportunities for our clients are considered in our product roadmap

About You

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• Have at least 8 years of experience in customer success, account management, or professional services, with management/leadership experience. Some experience working in a SaaS environment preferred.
• Track record of operational excellence, knowing how to create systems that scale.
• Demonstrated ability to build trusted relationships within a variety of levels of an organization
• Possess strong commercial instincts with a deep understanding of the customer lifecycle
• Are skilled at storytelling and leveraging data to communicate complex ideas effectively
• Have a passion for the problem we are trying to solve and a strong desire to work in a fast-paced, highly dynamic environment
• You employ a growth mindset and learn quickly. Commitment to your team and colleagues personal growth both inside and outside of work

Statement of Non-Discrimination:
In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Above and beyond discrimination and harassment based on “protected categories,” we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at Karat.

We value a diverse workforce: people of color, womxn, and LGBTQIA+ individuals are strongly encouraged to apply.

With thanks to the Level Playing Field Institute for this statement of non-discrimination.