Customer Success

About Scratchpad

At Scratchpad, our mission is to unlock the highest levels of performance for sales teams. We’ve pioneered the first workspace for revenue teams by taking the most tedious parts of daily work and turning them into efficient, delightful experiences that positively impact salespeople's professional and personal lives. Don’t take our word for it - read what our customers and top-tier investors are raving about.

About the role

We’re looking for someone to lead Customer Success at Scratchpad. This means creating a customer journey and developing a scaled success program that drives continued adoption and satisfaction throughout. You can expect a combination of digital/scaled and high-touch customer success. This role reports to the CEO and will work closely with product, marketing, and sales.

About You

• 5+ years experience in a B2B/SaaS customer facing role, ideally with product-led motion.

• Independent problem-solver - comfortable with complexity and ambiguity, able to dive into the operational details and also engage meaningfully on the overall strategy.

• Team focused and motivated to work collaboratively in a fast-paced, ever-changing environment.

• Ability to context switch quickly and effectively, managing multiple projects and accounts at different stages in the customer journey. Great project management skills.

• Ability to tell a compelling narrative to executives that communicates value. Just as comfortable communicating with customers 1:1 in an email as you are 1:100 on a live webinar.

• Data driven - use data to inform decision making.

• Positive attitude, empathy, and high energy.

• Passionate about delivering the highest level of service.

• Naturally curious, flexible, and a sense of humor never hurts!

Our team will be counting on you to:

• Develop customer-journeys across multiple personas that map to creating value and delightful experiences at each step.

• Develop plans for how to deploy targeted, repeatable, and scalable automation throughout the customer journey (e.g., playbooks, email campaigns, in-product experiences, office hours, etc).

• Leverage data to influence changes in customer behavior, continually measuring the effectiveness of these programs, and optimizing them to improve engagement, conversion, and/or outcomes.

• Work with customers either in 1:1 engagements for high-impact objectives or by running 1:many success programs to impact target customer groups. Blend personalization with scalability to make sure low-touch customers feel supported and enabled with Scratchpad.

• Represent the voice of the customer to our internal teams, helping to influence the product development roadmap and GTM strategies.

• Develop one to many communication strategies to drive end user engagement, maximize product adoption and deliver proactive renewal reminders.

• Drive customer marketing initiatives in partnership with our marketing, product and sales teams.

• Have a pulse on all our customers and be proactive in assessing and creating value for them.

• Build trusting relationships with executives at our customers.

Benefits

• Competitive salary and meaningful equity

• Medical, dental, and vision insurance (with 80% premium coverage)

• $1,200 L&D stipend per fiscal year

• Paid parental leave

• Generous PTO + 11 company-wide holidays

• 401k with 4% company matching (vests instantly!)

• Stipend for home office

• At least two in-person company offsites a year

• Fully remote

Compensation

The estimated base salary range for this role is $123,000- $180,000. Compensation estimates are based on market data about the role and level while individual compensation offers will be determined by factors such as job-related knowledge, skills, and experience.

Our Commitment

We believe that great ideas can come from anyone and anywhere. As an equal opportunity employer, we interact with respect, kindness, and compassion. We are committed to building a company that embraces and celebrates diversity, equity, and inclusion. We're not afraid to let go of existing beliefs as we learn new information and uncover better ideas.

We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, or disability status. Diverse teams build better products, offer more unique perspectives and help foster an inclusive environment for everyone.