Head of Customer Success

The Head of Customer Success at Plots is tasked with optimizing host relationships, maintaining retention rates above KPIs, and providing exceptional customer service with a quick turnaround on support requests. You'll also collect feedback, track issues, and collaborate with various teams to improve product offerings.

To be a successful Head of Customer Success at Plots, candidates should have 2-4 years of customer service experience in both B2B and B2C settings. Proficiency in customer service platforms like Intercom, as well as strong technical skills involving AWS and internal tooling, are essential.

The Head of Customer Success plays a critical role in enhancing customer retention by ensuring timely responses to inquiries, maintaining excellent relationships with event hosts, and proactively connecting them with the resources needed for success. Your feedback will directly lead to measurable improvements and reduction in churn.

In the first 90 days, Plots expects the Head of Customer Success to take ownership of existing relationships, create comprehensive documentation, and start implementing fundamental changes based on feedback collected from event hosts and attendees.

The work environment at Plots is vibrant and collaborative, with a strong emphasis on communication and teamwork. You will enjoy a four-day in-office setup that promotes creativity while ensuring work-life balance through unlimited PTO.

Start by explaining your process of collecting feedback through surveys or direct conversations. Highlight how you analyze this data to identify patterns and inform product improvements, leading to enhanced customer satisfaction and retention.

Share a specific situation where you identified an issue affecting retention, initiated changes, and measured the results. Focus on metrics you tracked, the strategies you implemented, and how those strategies led to an increase in customer loyalty.

Discuss your experience with tools like Intercom and AWS. Explain how you've used these platforms to streamline customer queries, track interactions, and improve response times, emphasizing your technical skills and adaptability.

Describe your approach to handling challenging situations with empathy and problem-solving. Share a real-life example that demonstrates your ability to defuse tension and convert a negative experience into a positive resolution.

Talk about the systems and workflows you would establish to prioritize and categorize inquiries for quicker resolution. Emphasize how collaboration with the team and training can optimize efficiency and provide immediate customer support.

Discuss your understanding of varying communication styles and how you adapt your messaging to different audiences, including the importance of using Gen Z slang when addressing younger customers to ensure relatability.

Highlight key metrics like customer retention rates, Net Promoter Score (NPS), response times, and customer satisfaction levels as fundamental indicators of success. Discuss how you would track and analyze these metrics to continually improve customer experience.

Illustrate the importance of empathy in understanding customer needs and frustrations. Provide examples of how empathetic interactions can lead to improved customer relationships, retention, and satisfaction.

Propose ideas for enhancing the feedback loop, such as regular follow-up surveys, open Q&A sessions, or feedback via social media. Focus on how proactive engagement can help Plots adapt and innovate based on customer needs.

Express your enthusiasm for the mission of Plots and your passion for fostering connections in a digital age. Share how the opportunity aligns with your values and career goals, emphasizing your excitement about being part of a team committed to building a real-world social network.