Head of Customer Success

Our top-most priority at Pictory is to build an emotional bond with our customers by partnering in their
continued success. As Head of Customer Success, you would join us in this incredible focus on delivering world-class experiences for our customers.

Responsibilities

• Develop and execute strategies to deliver an exceptional customer experience that drives product
  adoption, engagement, retention, and expansion
• Build and lead a team of customer success and support professionals to deliver exceptional
  customer service
• Design, implement, and manage customer success and support processes and tools to improve
  efficiency and customer satisfaction
• Develop and implement customer training programs to ensure effective product usage and
  customer satisfaction
• Collaborate with cross-functional teams including sales, marketing, product, and engineering to
  ensure a seamless customer experience
• Identify and track key customer success and support metrics, and report on progress to senior
  leadership
• Work closely with our product team to provide customer feedback and insights to aid product
  roadmap decisions
• Manage and resolve escalated customer issues in a timely and effective manner
• Conduct regular customer feedback surveys and provide insights and recommendations to
  improve customer satisfaction

Requirements

• Bachelor's degree in business, marketing, or a related field
• 8+ years of experience in customer success and support roles in a SaaS company
• Experience in design or video tools is highly preferred
• Proven track record of building support processes and leading high-performing customer success
  and support teams
• Strong customer empathy and a passion for delivering exceptional customer experiences
• Excellent communication and interpersonal skills
• Analytical mindset and the ability to use data to inform decision making
• Ability to thrive in a fast-paced, dynamic environment
• Strong project management skills and the ability to prioritize and manage multiple initiatives
  simultaneously
  

Pictory offers

• Competitive salary
• Competitive benefit package
• Exciting, fast-paced, and entrepreneurial culture

Pictory is an equal opportunity employer and values diversity. Pictory does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity, age, marital status, veteran status, or disability status.

If you are passionate about delivering exceptional customer experiences and have a proven track record
of building and leading high-performing customer success teams, we would love to hear from you.

If you're interested in this role, the next step is to email [email protected]