Iterable is the top-rated AI-powered customer engagement platform that helps organizations like Redfin, Priceline, Calm, and Box to activate customers with joyful interactions at scale. With Iterable, organizations drive high growth with individualized, harmonized and dynamic communications that engage customers throughout the entire lifecycle at the right time. Iterable’s data engine, ease of use, and flexible and open architecture makes it the best platform to close the data activation gap by bringing together customer data, ability to design the experiences, deliver them and optimize them. All in one platform. We’ve surpassed $200M in ARR and have raised more than $230M from top-tier investors like Index Ventures, Viking, and CRV. Nearly 1200 companies from over 50 countries around the world rely on us to captivate their many millions of users.

Iterable helps brands unlock growth in the digital era by enabling joyful customer experiences with individualized communications based real-time behavioral data, harmonized cross-channel communications based on customer lifecycle, and dynamic always-on journeys that adapt to customer signals. Our powerful customer communication platform helps marketers manage end-to-end customer engagement programs with enterprise-grade security, compliance and controls for their customers.

Iterable’s momentum grows daily and there has never been a more exciting time to join the team! We’ve been recognized as one of the Best Places to Work – SF for the past five years, recognized as one of Inc’s Best Workplaces and Fastest Growing Companies, and we were recognized on Forbes’ list of America’s Best Startup Employers in 2022. Notably, Iterable has also been listed on Wealthfront’s Career Launching Companies List and has held a top 10 ranking on the Top 25 Companies Where Women Want to Work.

We have a global presence with offices in San Francisco, New York, Denver, and London, and recently expanded our operations to Australia and New Zealand. Iterable’s reach extends worldwide, and we have remote employees across the globe. As we scale, we continue to live by our core four, founding values – Trust, Growth Mindset, Balance, and Humility. To understand the Iterable story, and learn more about our mission, explore our Culture and About Us page.

How you will make a difference: 

As a leader of Iterable’s Customer Success team, you will be responsible for managing a team of Customer Success Managers making sure their customers are both happy and increasing their ROI from using the Iterable product. You will build meaningful relationships with both internal stakeholders and the customer’s executive decision makers.

The role is ideal for an individual with very strong leadership and relationship building skills with the ability to navigate large organizations to identify key areas for retention and growth. Keeping customers happy and productive is core to our mission.

You’ll get to:

  • Understand how customers are using the product and find ways for them to use it more effectively and increase ROI
  • Drive regularly scheduled check-ins, QBRs with customers while monitoring client satisfaction
  • Identify new business opportunities and develop strategic initiatives for ensuring customer retention and expansion
  • Maintain a trusted advisor relationship with each assigned client
  • Be on the front lines of solving any issues our customers may face
  • Build, manage and motivate a highly effective Customer Success team
  • Identify, track and report metrics that measure your team’s effectiveness at solving customer problems and contributing to the company’s mission
  • Proactively identify changes we can make to our application to make our customers’ lives easier
  • Work with Engineering, Product, Marketing and Sales teams to effectively communicate product functionality and messaging to customers and prospects
  • You’ll have the responsibility of developing a Customer Success strategy which can be scaled for the company’s growth
  • Responsible for department management including staffing, training, performance management and career development of associates
  • Create training materials and workshops to facilitate knowledge sharing and best practices
  • Work with the Support team to resolve any tickets or issues faced by your customers

We are looking for people who have:

  • Bachelor’s degree or equivalent experience
  • 5+ years of experience in a B2B customer success role with a fast-paced SaaS startup
  • 3+ years of team building and management experience
  • Demonstrated history of hiring and managing phenomenal talent
  • You are a leader with deep experience in delivering complex solutions at the enterprise level
  • Demonstrated ability to manage ambiguity and apply problem-solving skills
  • Exceptional communication and interpersonal skills
  • Desire to teach new customers about the platform
  • Strong ability to understand technical concepts and problem solve
  • Very strong empathy for the customer and drive to solve the problems they may face
  • Willingness to travel up to 25% of the time.

Bonus Points:

  • Experience with email marketing, push or SMS software
  • Familiarity with technologies like APIs, HTML, CSS, and Javascript

Perks & Benefits:

  • Paid parental leave
  • Competitive salaries, meaningful equity, & 401(k) plan
  • Medical, dental, vision, & life insurance
  • Balance Days (additional paid holidays)
  • Fertility & Adoption Assistance
  • Paid Sabbatical
  • Flexible PTO
  • Monthly Employee Wellness allowance
  • Monthly Professional Development allowance
  • Pre-tax commuter benefits
  • Complete laptop workstation

The US base salary range for this position at the start of employment is $116,000- $175,000. Within this range, individual pay is determined by specific US work location, as well as additional factors, including job-related skills, experience, relevant education or training, and internal equity considerations.

Please note that the range listed above reflects only base salary. The total compensation package includes variable pay (where applicable), equity, plus a range of benefits, including medical, dental, vision, and financial. In addition, we offer perks such as generous stipends for health & fitness and learning & development, among others.