Head of Customer Success

**About WhiskWhisk (acquired by Samsung in 2019) is building the Samsung Food Platform that is helping millions of users worldwide collect inspiring recipes and save time planning, cooking, and shopping across a variety of surfaces including mobile apps, web, voice, Samsung FamilyHub fridges, and other devices and surfaces.We’re a globally distributed team of 100+ people based in the US, UK, Georgia, Serbia, Korea, Israel and a few places in between. We’ve been working in a distributed way since 2016 and have pioneered many distributed working practices.If you love diversity in your work and if helping a business innovate and scale gets you up in the morning, this opportunity is for you.S/he has a variety of **responsibilities**:- Lead a team of three, two Customer Success Managers and a Customer Success Engineer who support a variety of customer segments for us - Whisk app users (B2C), Whisk business customers (B2B) and recipe creators.- Own the efficiency and quality balance of the Customer Success strategy and operation, smartly investing in both, while incorporating cost considerations, to help maximize our investments in our people and build our talent for the future- Continue to evolve the tools and data used across the Customer Success life cycles to drive optimization- Develop and lead end-to-end holistic project plans and ensuring on-time delivery of critical customer initiatives- Develop, gather and synthesize relevant data, suggesting improvements in the tools, approaches, processes, and techniques to help scale the team in increase NPS and CSAT- Serve as the company customer advocate, working with product, engineering, design, and marketing teams to drive a culture of customer-first, including the continued development of a robust Voice of the Customer program- As the Whisk business continues to evolve and as we are more integrated across Samsung devices and surfaces, work with the Head of Global Operations to evolve Whisk Customer Success strategy, operations and team.- Other responsibilities as assigned by the manager.**Requirements**:- You have 10+ years of experience in Customer Success with **5+ years in a leadership role in a high growth, technology business;**:- You have Customer Success **experience with both B2C (ideally with consumer apps) and B2B (ideally with SaaS);**:- You are equally comfortable **leading a team, **thinking strategically as you are managing and responding directly to customer inquiries - ability to be both broad and deep;- Experience with managing legal questions and issues and working directly with a legal team is a plus;- You have the unique ability to combine customer success experience, operations knowledge, technical and creative thinking with strong communication skills;- You excel at using data and analytics to tell stories as well as developing processes and documentation for internal use;- You have exceptional written and verbal communication skills with proven experience writing customer documentation and help articles;- You are proactive and open-minded and have the proven ability to work with product and engineering teams, translating technical information for customers;- You are organized, and experienced project manager who is well-versed in juggling multiple high-priority projects in a dynamic sometimes ambiguous environment;- You are detail-oriented, self-motivated, with strong communication and interpersonal skills;- You have solid experience with **Zendesk **or similar solutions;- You work with Project Management software like **Asana **or **Clickup **;- Must be patient, empathetic and be comfortably communicating at all levels of the organization.**What we offer**:- Contract-based (Long-term project), full-time (40 hours per week),- 100% remote,- Time zone preferred: any which allows you to work comfortably with GMT-5 time zone.