hero

Build the future with our visionaries.

Head of Customer

Superhuman

Superhuman

Customer Service
Remote · San Francisco, CA, USA
Posted on Tuesday, February 6, 2024

SUPERHUMAN 👉

  • The fastest email experience in the world
  • Loved and adored: see what our customers say
  • Our customers get through their inbox twice as fast; many see inbox zero for the first time in years.

Come shape the future of email, communication, and productivity!

BUILD LOVE 💜

At Superhuman, we deeply understand how to build products that people love. We incorporate fun and play; we infuse magic and joy; we make experiences that amaze and delight.

It all starts with the right team — a team that deeply cares about values, customers, and each other.

CREATE MASSIVE IMPACT 🚀

We're not solving a small problem, and we're not addressing a small market. We're going after email; the one activity that consumes more of our work day than any other.

Our ambition doesn't stop there. Next: calendars, notes, contacts, tasks. We are building the productivity platform of the future.

DO THE BEST WORK OF YOUR LIFE 🌟

We have created the frameworks for how to build product market fit and redefined the narrative of how to onboard customers successfully. We have shown the world it’s possible to build a premium productivity brand. Our investors include Andreessen Horowitz, First Round Capital, IVP, Tiger Global Management, Sam Altman, and the founders of Gmail, Dropbox, Reddit, Discord, Stripe, GitHub, AngelList, and Intercom.

Our latest financing was led by IVP, and we welcomed Ajay Vashee to our board. Our prior financing was led by Andreessen Horowitz, and we welcomed Marc Andreessen and David Ulevitch to our board.

This time, we’re swinging beyond the fences and fundamentally rethinking how individuals and teams should collaborate. We are building a household brand and a worldwide organization. We are here to do the best work of our lives, and we hope you are too.

ROLE 👩🏽‍💻👨‍💻

Outcome # 1: Engage, retain & grow Individual and Self-Serve customers at scale

  • Small teams customers get more and more value from Superhuman over time, through expanding to more team members and using the product more in-depth (and adopt addon products and higher tiers once we offer them).
  • Partner with our Head of Marketing and Product Teams to continue to refine our best-in-class customer experience at scale.
  • End-users activate and get the full value of Superhuman through a relevant and diverse set of assets (from one to one coaching to scaled program) to help them.
  • Set the bar and continue to raise it for the industry of world-class customer support (delight) quality and speed of service at scale.
  • Constantly push the thinking of what “great” is and lead the implementation cross-functionally.
  • Maintain “reasonable” cost base as we scale.

Outcome # 2: Build and execute our strategy to engage, retain, and grow our Mid-market and Enterprise Customer motions

  • Develop a strategy and refine the motion for managed account success including:
    • Establish Superhuman as a partner to make their organization more productive
    • Drive successful implementations so end-users activate and get the full value of Superhuman through a relevant and diverse set of assets (from one to one coaching to scaled program) to help them.
  • Partner closely with our Head of Sales and Head of Marketing to establish and refine our Customer Champion program to continue to elevate the voice of the Customer.
  • Define and drive value through our packaged Success and Support offerings.
  • Set the bar and continue to raise it for the industry of world-class customer support (delight) quality and speed for Enterprise.

Outcome # 3: Build and lead a high-performing Customer organization

  • Strong long-term vision and strategy for the Customer organization.
  • Inspire our team of Delight Specialists, Engagement Specialists, Success Managers, and future team members to do the best work of their careers.
  • Hire, coach, and retain a diverse, distributed, and talented team.
  • Lead the organization with coaching, prioritization, clear communication, and modeling Superhuman values.

Outcome # 4: Contribute to Superhuman strategy as the voice of the customer

  • Be the voice of the Customer, collaborating across Marketing, Sales, and Product on behalf of what our customers need and supporting the team's mission.
  • Orchestrate Customer discovery to assess opportunities for new products and services by bringing Executives, Marketing, and Product into the customer journey.

SOUND LIKE YOU? 🙌

You have 12+ years of professional experience, with 5+ years of experience leading distributed Customer Teams including:

  • Deep experience with B2B SaaS (both Enterprise and SMB) and end-user technology spaces leading and scaling customer success teams that own expansion and renewal numbers.
  • Experience leading and scaling distributed customer support teams that deliver industry-defining service levels.
  • Customer Centric: You are always pushing to improve the customer experience while finding the win-win between taking care of customers and driving competing business outcomes.
  • Cross-functional Leadership: You lead your peers and the company on behalf of the customer and balance bringing others along with holding others accountable.
  • Start-to-Finish ownership: You acts with 100% responsibility for both the customer outcomes as well as the outcomes of the company.
  • Situational Scrappiness: You know how and when to roll your sleeves up; you can be a player and player-coach just as well as a coaches. You do this without losing strategic perspective.
  • Bias for action: Speed matters. You take rapid and decisive steps forward, even in the face of uncertainty, recognizing action is the catalyst for progress and growth.
  • Async Communicator: You’re effective across various mediums (especially Slack, notion, and email) and can produce and consume detailed written materials as needed without sacrificing speed. You respond quickly and thoughtfully to unblock others and speed things up.
  • Cares deeply, challenges directly: You discuss and debates ideas openly and focus on the customer and business ‘so what’ and challenges stakeholders to take impactful action.

SALARY 💸

The Head of Customer role may span a range of experience and expertise. Through our interview process, we will review your background, local market data, and use a mix of technical and qualitative assessments to determine where you fall in our range. We will talk about compensation in our first conversation and be transparent throughout the process about which level we think is the best match for you in our organization.

Our starting salaries for this role within US markets range from $200,000-$250,000+. The salary range does not reflect total compensation, which includes base salary, benefits, and company stock options.

BENEFITS 🎁

Taking Care of Your Future 🙏

  • Medical, dental and vision insurance: 100% coverage for you, 75% coverage for all your dependents.

  • Voluntary insurance: short-term disability, long-term disability, and life insurance.

  • 401(k) plan (we match 75 cents per dollar, up to 4% of your salary).

  • Free access to Northstar, a financial wellness platform that provides financial advisors + personal finance tools.

Generous Time Off 🏝

  • Flexible time off including 13 additional company holidays, plus your own Care Days, Flexible Holidays and a company-wide Winter Break.

  • Generous parental, caregiver, healthcare, and compassionate leave policies.

Investing in Your Growth ✍️

  • $3,000 per year towards your professional development.

  • Free access to Calm and Taskhuman.

  • Allyship education program to help build your best self.

Setting You Up For Success 🧑🏻‍💻👩🏾‍💻

  • Custom MacBook Pro.

  • $1,000 budget for workstation setup.

  • $60/week for your lunches, groceries, or whatever nutrition you need to stay fueled up!

  • Flexible spending accounts for commuter costs, dependent care, and healthcare expenses.

At Superhuman, we value diversity. We are an equal opportunity employer: we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.