Overview

Hi,

I’m Tom, the Chief Customer Officer at TestGorilla. We’re a fast-growing HR tech startup that helps teams make better hiring decisions faster and bias-free.

Over the last year, we’ve experienced tremendous growth. More than 3,000 companies have replaced CVs with our assessments to screen candidates in an unbiased and data-driven way. As we look to scale our efforts in 2022 and beyond, we’re looking for a Head of Customer Success who’s passionate about supporting our customers and helping people land dream jobs.

What’s in it for you?

  • Helping shape a fast-growing HR tech startup as an early employee
  • Fully remote position with bright, motivated, and friendly colleagues around the world
  • Competitive salary + stock options
  • Flexible hours and vacation
  • Paid parental leave
  • €500 hardware stipend per year

The job in a nutshell

As the Head of Customer Success, you will work directly with the CCO and the Customer Success team manager to develop and streamline the experience for all our customers. We’re transitioning from ‘start-up’ to ‘scale-up’, and looking for an exceptional Customer Success leader to help scale us to the next level. Given the strong subscription and usage based revenue model, Customer Success is a vital part of our long term growth strategy.

You will take responsibility for our customer base activities (e.g. onboarding, support, adoption and advocacy) and its related business metrics (e.g. renewals, customer loyalty, up-sell).

You understand the importance of communication and collaboration in defining a customer-first mentality, and you will work closely with our technical and commercial leadership team to champion customer centricity values.

You’ll spend time on the following:

  • Drive Customer Success Outcomes
    • Increase renewal rates and reduce churn
    • Expand our revenue in accounts through cross-sell and up-sell
    • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
    • Drive new business growth through greater advocacy and reference-ability
  • Manage customer success activities: onboarding, customer support, renewals, cross-sell / up-sell and advocacy
  • Measure effectiveness of Customer Success
  • Recruit and lead a high-class customer success team
  • Inspire customer success across our organization

Here’s what we are looking for:

  • You are inspired by our mission of putting people in dream jobs
  • You have 5+ years of B2B SaaS experience in a fast-growth VC-backed organisation in a customer-focused leadership role
  • You have strong recognized leadership skills with a focus on empowerment, positive-mindsets, collaboration and ability to inspire others
  • You have a high EQ and exceptional interpersonal skills, ability to manage influence through persuasion, negotiation, and consensus building
  • You have an analytical mindset
  • You have strong empathy for customers and passion for revenue and growth
  • You have a good understanding of value drivers in recurring revenue business models
  • You are comfortable with the ambiguity and pace of iteration of an early-stage startup

About TestGorilla

At TestGorilla, we envision a world where everyone has their dream job. To achieve that, employers and employees need to have the right information about each other.

We started in 2020 by building a screening platform that allows employers to evaluate candidates in the skills that matter most for success in a role. Our product replaces subjective, incomplete, and often inflated CVs with objective, reliable, and fair test results that measure aptitude, practical job skills, culture add, and motivation.

Improving and expanding this platform is our core focus at the moment, but it’s only the beginning of our journey to get everyone their dream job. Over time, we will launch more products that support this mission.

Recently, we closed a $10M in seed funding from investors like Notion Capital and Jeff Weiner (the ex-CEO of LinkedIn), and our growth is on target to continue exponentially. Chances are you’re familiar with some of our biggest customers, like the UK’s National Health Services, 3M, Sony, Boy Scouts of America, PepsiCo, Bain & Company, and Deloitte.

We work remotely, spread across the Americas, Europe, Asia, and Africa.

Interested?

We don’t offer rainbow glitter unicorns or dog-friendly offices (we literally don’t have an office), but we do offer real people, solid core values, and a product meant to give everyone a fair, unbiased chance at their dream jobs.

Here at TestGorilla, we eat our own dog food. We use our assessment platform to make sure we make the best hiring decisions faster and bias-free. I took one too and I enjoyed it!

So if this role sounds like a good fit for you, I’d like you to take an assessment so we can get a better idea about whether you would fit the role. It’s also a great opportunity for you to get to know our product!

If you’re hired, I’ll do everything I can to help you succeed at TestGorilla and throughout the rest of your career.