Shogun is a fully remote company that empowers brands to create exceptional ecommerce experiences. We have seen tremendous growth and are committed to building a diverse and inclusive workplace. Our values include transparency, respect, collaboration, and bias to action. We offer competitive salary, healthcare, retirement plans, parental leave, stock options, and various reimbursements for remote work. We are dedicated to workplace diversity and do not discriminate on the basis of race, color, religion, gender identity, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, physical or mental disability, or any other protected class.
As the Head of Customer Success at Shogun, you will pioneer and lead our customer success team and strategies, ensuring exceptional service and support for our clients. Your role is critical in driving customer satisfaction, retention, advocacy, and account expansion. We are looking for a “player coach” who leads by example as they build out our Customer Success strategy and team. The ideal candidate has 5-7 years of experience in customer success, strong leadership skills, and a proven track record of driving customer satisfaction and loyalty. We welcome candidates with relevant skills, even if not reflected in their resume, and are committed to building a diverse, inclusive, and equitable workplace where everyone feels like they belong.
Responsibilities:
- Develop, lead, and expand the customer success team
- Enhance customer engagement and satisfaction through strategic initiatives
- Attend to key customer accounts and identify opportunities for account expansion and upgrades
- Establish key metrics for customer success and ensure consistent tracking and reporting
- Gather and analyze customer feedback to inform product development and company strategy
- Develop training programs for internal teams to ensure effective execution of our customer success strategy
- Work closely with founders, product teams, support teams, analytics, and marketing team to align on customer needs and goals
- Foster a culture of customer advocacy and develop programs that encourage customer referrals and testimonials
