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Head of Customer Success

Digiphy

Digiphy

Customer Service, Sales & Business Development
Los Angeles, CA, USA
Posted on Tuesday, September 12, 2023

What is Digiphy?

Digiphy is a venture-backed, SaaS connected packaging and QR-marketing platform. We activate physical products and assets into a dynamic digital experience so brands can directly engage consumers. With Digiphy, brands can foster direct and meaningful consumer relationships from all their touchpoints. Digiphy is a digital portal into endless product information – dynamic content, engaging media, product origin & traceability, and an instant channel for brands to communicate directly with consumers. With a scan of a Digiphy QR code, consumers have access to the information they need, when they need it, helping them make informed purchases.

Our Mission.

We believe people expect more from brands. We also believe the key to meeting those expectations lies with a brand’s ability to build strong customer relationships founded on trust. We envision a future where the physical moment becomes the digital experience - one where people are able to make informed decisions and take convenient actions. At Digiphy, we help brands go beyond the label to forge deep, contextual connections by providing access to relevant content when their customers need it most. Digiphy is the future of physical marketing.

We put customers at the center of everything we do by creating “moments of wow” for the end consumer with our engaging and magical Storyline digital experiences. It is through these moments that allow our customers to be successful, and in turn we are successful. We approach our partners with a strong sense of collaboration and strategic support to help them achieve their business objectives by seamlessly connecting the physical-to-digital.

Job Description.

Customer Success is essential to delivering the” wow,” improving company revenue and overall growth of the business. We are seeking a leader who will improve our customer success organization, develop scalable processes, and execution to enhance our product and overall customer support for scaled and enterprise clients. You’re proactive, thoughtfully uncovering and investigating opportunities and providing thoughtful and comprehensive solutions.

Customer success means providing an experience to registered users that is impactful and shows them the power of our platform to drive subscriptions. This is a multifaceted role that combines UI/UX, product expertise customer support, account management, user journeys and more to create a frictionless experience that drives subscriptions, turning customers into evangelists and brand ambassadors.

As our Head of Customer Success, you will combine strategy, execution, and leadership to drive growth and adoption of our technology. You are a Digiphy power user and know what it takes to grow our user base and usage. This includes boosting subscriptions, accelerating product growth, and gleaning strategic insights that improve our value and impact. You’re a tech enthusiast who is curious and knowledgeable. You are a passionate, consultative, collaborative, strategic, and a high-empathy leader who can scale our organization. You are a strong writer and understand the nuances of how to capture our company tone in emails. This is a high-impact role poised to support Digiphy’s rapid growth and most important strategic priorities. Acting as the voice of the customer your feedback will help inform our product roadmap and feature development. Reporting directly to the CEO this role will be highly cross-functional, working closely with product and marketing.

We are looking for an individual who is comfortable working within a start-up environment that can navigate a fast-paced, hands-on, scrappy team where priorities shift frequently. You are a self-starter, hustler, and creative problem solver that thrives in an entrepreneurial environment.

Roles & Responsibilities.

-Drive product adoption and usage

-Deep understanding of UI/ UX and customer journeys for our SaaS application

-Ability to use heatmaps, and recorded user sessions to iteratively improve the UI/UX and user onboarding through customer feedback and tools like Lucky Orange

-Turn our users into power users to increase usage and upgrades

-Build new programs and initiatives to increase adoption and maximize usage

-Act as the voice of the customer internally and externally, creating iterative customer feedback loops to help build our product roadmap and improve customer support

-Set goals, action plans, playbooks, and key metrics for the Customer Success team that support and inform the company’s OKRs

-Analyze and manipulate data - platform analytics, customer analytics, and beyond. Proficient with Google Sheets, .xls, and platform database systems

-Comfortable using customer management tools - Intercom, Monday and Hubspot

-Using Stripe to manage subscriptions and coupons

-Align team processes and procedures, collaborate internally to drive market readiness, sales handoffs, customer marketing, customer training and onboarding, and support to drive a seamless customer experience

-Write and own strategy, distribution and analysis of client emails - post-registration and subscription, product releases, surveys, etc

-Create scaled support content - knowledge base, how-to videos, & tooltips

-Manage and support scaled as well as high-touch enterprise customers. Creating processes to templatize enterprise customers

-Lead strategic, cross-functional initiatives such as customer journeys, VOC, and product feedback

Qualifications: Must meet these minimum qualifications.

-Bachelor's degree or the equivalent

-5+ years in customer success or product specialist roles

-Self-starter, hustler, who is proactive with the ability to scope out opportunities and work to execute on your own with limited to no direction

-You’re an analytical thinker and comfortable taking complex ideas and breaking it down into written and visual product docs and decks

-Excellent written and verbal communication skills

-Creative problem-solving abilities

-Proven track record in product specialists, account management, or customer success roles

-Management and leadership experience a plus

-You have a demonstrated track record of successful cross-functional leadership, collaboration, and relationship building

-Curiosity and willingness to experiment, fail fast, learn, and pivot.

-Start-up experience a plus

-Experience with product management systems like Monday; reporting & analytics tools like Google Sheets, .xls; backend SaaS analytics tools like Hubspot; payment tools like Stripe; and customer service tools like Intercom

Benefits include.

-Competitive pay based on your location

-Healthcare, Dental & Vision coverage

-Employee Stock Program

-Paid parental and caregiving leave

-Unlimited PTO (with manager approval)

-Flexible work from anywhere, preference is LA

Digiphy is committed to creating an inclusive space where employees are valued for their unique skills, experience and perspectives. We are committed to celebrating diversity and inclusion for everyone.