Head of Success

ABOUT FATHOM

We think it’s insane that so many people and businesses are still taking manual notes. Creating notes manually is both time-consuming and stressful, especially when attempting to hold a conversation. Furthermore, even when done meticulously, manual notes often lack crucial context compared to hearing something first-hand.

We started Fathom to rid us of the tyranny of note-taking. With Fathom, you can let AI take on the drudgery of note-taking while you stay engaged in your human-to-human conversation. And, people seem to love what we've built so far: 

🥇 #1 Highest Satisfaction Product of 2024 on G2

🔥 #1 Rated on G2 with 1,900+ reviews and a perfect 5/5 rating

🥇 #1 Product of the Day and #2 AI Product of the Year

🚀 Most installed AI meeting assistant on both the Zoom and HubSpot marketplaces

📈 We’re hitting usage and revenue records every week

We're growing incredibly quickly, so we're looking to grow our small but mighty fully remote team.

To learn more about the product, sign up today! (It’s free) 

ABOUT THE ROLE

As the Head of Success at Fathom, you’ll have the opportunity to build out a Customer Success practice from scratch at a high-growth PLG startup.

We’re not looking for someone looking to execute the same old Customer Success playbook full of QBRs and vanity metrics. 

We’re looking for someone who wants to build, from first principles, the blueprint for the modern, high-performing Customer Success function. One that merges the possibilities of AI-enabled automation with a high-quality human touch to provide a world-class experience for customers of all ASPs.

By 30 Days:

• Use your Customer Success experience to dive into meetings with customers and processes to get a lay of the land.

• Develop a roadmap for how you want the Customer Success function to evolve both in terms of processes and people

• Assist with hiring a Head of Customer Support who will report to you and will manage our support team in the Philippines. 

  • Since we think it’s critical that these two teams are aligned and complement each other this person will report directly to you.

By 90 Days:

• You’ve recruited and trained a team of high performers who have quickly become invaluable product experts for customers. 

• You’re working alongside our Head of Sales to figure out how your two teams can seamlessly work together on customer handoffs and identifying expansion opportunities

• You’ve partnered with our Ops team to build our smart, AI-enabled processes that automate outreach to customers at just the right moments in their journey.

• You’ve worked with our Data team to build out dashboards that help you have a good grasp on the opportunity your team has to improve NRR.

• You’re meeting regularly with our CEO and acting Head of Product to inform them of the top issues that need addressing to improve our NPS and support load.

By 1 Year:

• Your team is responsible for dramatically accelerating Fathom’s organic spread within organizations. 

• Fathom has an NPS over 85+ across all customer segments (it’s 79 today) and an NRR north of 175% (it’s not too far from that now)

• You’re being asked to speak on panels about how to make Customer Success work for PLG companies of all ASPs but you turn them down because you only have time for keynote slots ;) 

REQUIREMENTS 

Experience:

• 3+ years of leadership experience with former direct reports that are lining up to work with you again

• 2+ years of Customer Success or similar experience 

Soft Skills:

• Curiosity-driven and pragmatic with a focus on delivering results

• Resourcefulness, attention to detail, and an ability to grind through complex problems

• Openness to disagreement and commitment to decisions once made

• Independence in managing one’s workload and priorities