We’re a small, high-output team, mostly former founders including YC alumni, and we operate with real autonomy and almost no bureaucracy. We hire on competence, not pedigree. Leaders are in the office six days a week, and we generally expect the team to be available six days a week too. Not because we count hours, but because there’s always more wood to chop when revolutionizing how tomorrow’s healthcare providers deliver care to their patients today. We trust our team to take the time off they need and we’ve never said no to a time off request.
You have an entrepreneurial mindset and a strong sense of ownership. You don’t wait to be told what’s broken. Instead, you believe you can figure out any problem that lands in your lap even outside your exact domain. When someone scopes something for three weeks, you ask why it can’t be done in three days, and you also know the difference between shipping a fast v0 and cutting a corner that comes back to bite you. You walk the tightrope between craft and speed without falling off either side.
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Customer Obsessed: When we say “obsessed”…we mean it.
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Experience: You’ve been at the helm of the ship, growing customer success from 1 to 100 at an early stage startup selling a very technical product to customers. You’re eager to do it again.
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Problem Solving: You identify opportunities when others see problems. You can quickly boil down a situation to the root issue and identify a solution that’s best for everyone. You are the final stop for customer account problems.
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Technically Fluent: You can drive technical conversations with CTOs, engineers, and product folks. Being able to solution with our customers and our CS team is vital.
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No Problem Too Big, No Problem Too Small: You understand what it means to join an early stage team that needs to take a function from 1 to 100. You lead by example and are always willing to roll up your sleeves alongside your teammates and customers.
As the Head of Customer Success, you will lead Metriport’s customer facing function that owns the full customer life cycle post sales. This means everything from our implementation efforts during pilot period to our expansion and renewal efforts.
You will be the final stop for all customer needs. You will work directly with our team of Implementation Engineers, Technical Account Managers, and Support Engineers to support customers, expand product adoption, and grow usage. You and the Customer Success team are the voice of the customer that is responsible for collaborating with other departments (Sales, Product, Engineering, Marketing).
This role is a player/coach role. In the early days, you will fully own accounts and get up to speed on Metriport’s current processes - this will enable you to make the swiftest impact in the Head of Customer Success role. We expect the Head of Customer Success to quickly bring their knowledge and skills to bear on the team and existing processes. As the team grows, we expect to see the vast majority of this hire’s time spent on unblocking customers and teammates, streamlining processes, and improving key metrics.