Now Hiring: Head of Customer Success For Files.com, an Enterprise Secure Cloud Storage and Automation Service
Location: Scottsdale, AZ (Old Town)
Do you have a love for technology, along with a passion for helping understand how technology can drive business success? Are you interested in building a customer success function and shaping the way Files.com strategically partners with customers?
Files.com is looking for an entrepreneurially minded Head of Customer Success who will build a team focused on helping customers achieve business goals by optimizing their adoption and enabling their use of the Files.com platform. Why entrepreneurially minded? Because you’ll be a player coach in this role. You will be rolling up your sleeves and doing the customer success work as well as defining the function and building the team. Ideally, you’re a lover of technology who could have been an engineer but decided that you enjoy helping others realize the potential of technology for their business needs.
If this is you, then we’d like to hear from you!
World Class Pay and Benefits
Competitive Base + Variable: Uncapped commissions with Incentives.
In-House Training: We’ll provide the solution training you’ll need.
Big Company Benefits: You'll get Health/Dental/Vision Insurance coverage (plus 75% of Spouse/Family coverage too), 401(k) with generous matching, 11 Company Holidays per year, and 20 PTO/Vacation days.
Laptop and $1,000 sign-on bonus: Upon signing, we'll send you an 💻 Apple laptop as well as $1,000 to outfit the rest of your home office with things like a monitor, webcam, keyboard, and mouse.
Awesome Office Atmosphere
Our Scottsdale office is located in the heart of Old Town Scottsdale. We have a gorgeous spacious office with huge windows and free breakfast every day. 🍳🥓
Our Old Town location gives you direct access to the most amazing lunch and happy hour spots.
We are building a Customer Success Team from scratch, and this is your opportunity to get in on the ground floor of the new team. What an amazing career opportunity!
Files.com is an enterprise secure file transfer & automation app with over 6,000 paying business customers, including Target, Canonical, UPS, Leica, DirecTV, GoPro, Marriott, and more.
Files.com was bootstrapped by our founder and has been profitable since its founding in 2010. We recently raised $46.5 million of growth equity from Silicon Valley-based Riverwood Capital to accelerate our growth.
In this role, you will be:
Set the vision and strategy. You’ll work with you counterparts to set the vision and strategic plan for the customer success function, focusing on increasing product adoption, leading a positive customer experience, and driving growth through renewals and net retention improvements.
Build a world class team. You’ll be a player coach, helping to build a high performing team, develop our success motion, drive collaboration across the organization, develop operational processes, and manage the performance of teams and individuals. You will model what good looks like, lead by example and motivate your team.
Define and measure customer success metrics. You'll establish the criteria for our customer success metrics across our customer base and ensure we are measuring and improving them. These metrics will include aspects of adoption, usage, and retention.
Drive impact through scalable success processes. You'll help develop, test, and iterate on playbooks and engagement strategies with your counterparts in sales, marketing, and product to drive expansion, renewals, customer satisfaction and overall customer health. You'll reduce revenue churn and drive retention through greater advocacy.
Develop success material. You'll collaborate with Product Marketing and Product Management to develop material and resources to set new customers up for success and drive adoption and engagement in product.
What you'll bring:
Experience leading a customer success team for a B2B SaaS company. Ideally you have experience being part of, building, and leading a Customer Success team.
Proven track-record of accelerating growth and scaling functions. You enjoy working in a fast-paced, dynamic environment, are driven to win, and believe there's always room for improvement. You can respond to changes in the business and have experience dealing with ambiguity.
A background in setting and communicating strategy. You should be familiar with leading customer success strategies and have excellent people, communication, and presentation skills. You have the ability to build trust across an organization, enabling successful execution of your strategies.
Technical Acumen. You have a passion for and understanding of modern web technologies, cloud, SaaS, iPaaS, APIs, Encryption, etc. You also have a keen ability to present technical concepts to technical and non-technical audiences.
Passionate about customers. You have a passion for understanding and helping customers, you're empathetic and seek to understand where customers are coming from.
Team Building. You’re skilled and adept in hiring, interviewing, and mentoring CSMs.
Ready To Up-Level Your Career?
A CULTURE OF BUILDING THINGS
As a Hybrid-Remote company, we offer many positions as full-time remote (Work From Home), but Sales and Marketing positions are in-office.
“That's the culture here. Everybody builds things.”— Martyn Garcia, Engineer at Files.com
OUR EMPLOYEE BENEFITS AT A GLANCE
We want you and your family to live longer, healthier, and happier lives. Providing our employees with top-tier benefits leads to improved productivity, long-term retention, and better decision making, so that's what we do.
High Starting Salaries
As a successful, profitable business that believes in over-investing in our team, we choose to offer industry-leading base salaries for all positions.
We reward our high performers for one simple reason: they've earned it.
Equity Option Grants
As a private equity-backed business, we expect to have a major exit event within the next 5 years. We have set aside a substantial pool of equity options to grant to our employees so they are able to share in the value created.
401(k) With Generous Employer Match
Most employer-sponsored 401(k) plans crush you with fees. Our plan features extremely low-fee ETFs, ensuring that you actually keep the money that you save for retirement. Plus, we will match your contributions up to 4% of your salary to encourage you to invest for your retirement.
New Hires receive a $1,000 starting bonus. No strings attached.
Company-Issued MacBook Pro
You will receive a fully loaded MacBook Pro, reducing time wasted setting up individual rigs.
Option to participate in an employee paid legal plan to gain access to a network of attorneys who assist with basic legal needs including wills, trusts, contracts, tickets, and documents.
Employee Assistance Program
We provide a confidential and no cost avenue for you to receive 24/7 assistance with issues regarding behavioral and emotional health, family, legal, financial, wellness or other personal matters. You will have access to a certified clinician who can help you one-on-one or refer you to someone in your area for longer-term help.
“It's really about being able to work with really smart people on really interesting problems and feeling like you're actually contributing to something big.”— Gabe Purrenhage, Infrastructure Lead at Files.com
“There's a lot of focus on building interpersonal relationships with each other.”— Daniel Moomey, Account Executive at Files.com
“I get to do the technical work that I want to do and I get to work with brilliant people.”— Dale Busse, Engineer at Files.com
“I feel like my ideas are valued.”— Long Dao, Engineer at Files.com