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📈 Head of Customer Success

You are the key to our client's success 🚀! At GitStart, customer satisfaction is paramount, and with your help, we aim to transform good relationships into great ones. Here's what we offer:

  • Ample resources to enhance customer engagement strategies and tools.
  • Opportunities to expand your team to support growing customer needs quickly.
  • In-depth collaboration across departments and mentorship from market leaders to help you excel in driving customer loyalty and retention.

◯˚GitStart is a technical product so experience marketing a devtool or dabbling with code is a big plus. Also, remote is welcome!

Your Mission​

Your primary goal as Head of Customer Success at GitStart is to amplify our clients' success and satisfaction, driving significant growth by ensuring our services exceed expectations. Your contributions will help establish GitStart as a leader in the development tools sector by effectively nurturing our client base. Your specific tasks will involve:

  • Strategic Customer Engagement: Design and implement innovative customer success initiatives that enhance user experience and maximize client retention. Your strategies will directly influence customer lifecycles, from onboarding through ongoing engagement.

  • Data-Driven Insights: Utilize analytical tools to monitor, analyze, and respond to customer usage patterns and feedback. By understanding customer behaviors and needs, you will guide improvements in service delivery and product enhancements.

  • Team Leadership and Development: Build and lead a customer success team that embodies our core values and operational goals. You will be responsible for training, mentoring, and empowering your team to achieve excellence in all aspects of customer interaction.

  • Customer Advocacy: Act as a bridge between our customers and internal teams (like product development) to ensure that customer feedback is effectively integrated into product planning and development cycles.

  • Resource Creation: Develop comprehensive educational materials and resources that assist customers in getting the most out of our platform, thereby improving their overall success and satisfaction.

You're a fit if...​

We seek a dedicated and experienced leader who understands the dynamics of customer success within the tech industry. You should have:

  • Proven Customer Success Background: Demonstrable experience in customer success, with a deep understanding of customer relations management and retention strategies.

  • Strong Leadership Qualities: Ability to inspire, lead, and grow a team, ensuring that team objectives align closely with our business goals.

  • Excellent Communication Skills: Outstanding interpersonal and communication abilities to effectively interact with customers and internal teams, fostering strong relationships.

  • Analytical Competence: Skilled at analyzing customer data and insights to drive strategic decisions and improve customer experiences.

  • Customer-Centric Mindset: A genuine passion for achieving customer satisfaction and delivering exceptional service, enhancing customer loyalty and advocacy.

Bonus:

  • Engineering culture - being able to turn knowledge of the devtool ecosystem into non-standard experiments ideas would be a huge plus. For example, can turn “we want to try contributing to open-source repos” into “We can find lots of OSS repos on the Linux foundation website, and select some based on things like whether they have labels for new contributors and no stale PR. Also, most projects have a Discord, we could get in touch with the team there”.
  • Remote ready - we're getting a hacker-house in SF, but outside of this we've have been fully distributed. It’s great if you want to be with your family! Note that one of the founders always flies to new-joiners to make onboarding easier.

Work on Hard Problems​

GitStart.com automatically manages AI models and developers across the globe. Engineering teams assign tickets and get back ready to merge PRs. This requires rebuilding the entire engineering stack end-to-end, with pieces like:

  • AI-first SDLC - split the software development life-cycle in steps where specialized AI models can generate code and loop in humans to make sure errors don’t propagate.
  • Ticket writing LLM - load context from the codebase and past tickets to write engineering ready tickets
  • GitSlice - securely share subsets of a codebase

Backed By the world’s best​

We are supported by the best investors in our field, Neo, YC, Bonfire VC, and the world’s best engineering leaders:

  • Microsoft CTO Kevin Scott
  • Google VP Parisa Tabriz
  • Code.org CEO Hadi Partovi
  • Instagram VP Maria Zhang
  • Director of Google Bard Jack Krawczyk
  • Circle CTO Li Fan
  • Airbnb founder Nate Blecharczyk
  • Uber CEO Dara Khosrowshahi
  • Quora CEO Adam D’Angelo
  • Andela founder Iyinola Aboyeji
  • Gigster founder Debo Olaosebikan
  • Replit CEO Amjad Masad
  • Former Facebook CTO Mike Schroepfer
  • And more

Join An Amazing team​

Team includes:

  • 🔥 >50% former founders, many of mission driven organizations like mPharma (Africa’s best health tech startup, 1k people $100m raised) and CodePhenix (Europe’s largest coding bootcamp for inmates)
  • 🧑‍🔬  Patents holders
  • 🧠 A national math olympiad winner and former Typescript team member
  • 🌍  ~16 nationalities for ~19 people
  • 🤫 And more: a published poet, a sailing world champion, a cricket team coach, two musicians drawing hundreds for concerts, etc.

Also, the number one thing newcomers notice is that people are truly kind 😇. More on this when we meet!

Perks and Benefits​

Non-standard stuff

  • ⚖️ 10 years options exercise windows — most startups employees never exercise their hard-earned equity options because the standard clause forces them to buy it within 3 months of departure. We care so much about equity that on top of giving offers way above market, we switched to a new legal documents software solely because the old one didn’t support changing the default “3 months” to “10 years”.
  • 🛂 Visa Sponsorship: Dream of living somewhere new? We'll help sponsor your application and help with the visa.
  • 👋 "We Got Your Back" Budget: Life's little necessities shouldn't be a hassle. Need daycare, new glasses, or a taxi ride? Consider it covered.
  • 🌱 Growing You Budget: Your personal and professional growth is our priority. Are you continuing your studies, studying something new or want to learn a new skill. We will help!
  • 🌎  We are a fully remote company — We hire the best people in the world without restriction. Work wherever and in whichever timezone you want, and travel around the world to meet the team during quarterly onsites.

Standard stuff

  • 📈 Equity for everyone who’s full-time
  • 🌏 Onsites
  • 🏝 Unlimited Paid Time Off
  • 🐣 Parental leave
  • 🖥️ WFH Budget
  • 🍽 Meals with fellow GitStarters
  • 📞 Something missing? Tell us

Finally, we offer competitive compensation and meaningful equity along with a chance to make a significant contribution to changing the lives of millions of engineers across the world.

Hackweek Based recruiting​

We are weird about hiring. We’re skeptical of resumes and we don’t trust interviews (we’re happy to talk though!). Since nothing beats working together, we love inviting people for a hackweek (or hackweekend) - come hack on a problem with us and see if you like it!

It’s compensated, of course. And fast: we typically extend offers within 3 working days, starting from the end of the hackweek.

Not sure whether this is for you? Read this candidate's feedback!

See, I've been in the industry for quite a long time. And I had lots of interviews and interviewers throughout my career. Some were good, while some sucked big time; as usual. HOWEVER, and I'm not even exaggerating when I say this - interview experience with GitStart was not even ONE OF the best, but absolutely THE BEST I ever had in my 15 years career. Every person that I spoke to in the process was EXTREMELY charismatic, really eager to learn about myself and, what's more, it was absolutely obvious that they LOVED GitStart. I have NEVER EVER EVER seen anything even remotely like this. So how was the process? Amazing! I actually enjoyed it and was looking forward to more of it :D

For this internship we'll probably replace the hackweek with a short hackday.

How to apply​

We'd love to meet you! If you’re interested, head here!

If you want to read more about the team first, you'll find more at Humans of GitStart.