Location: San Francisco,CA, USA
We build fully autonomous digital workers that automate specific jobs end-to-end. We sell work, not software. Alice, our AI Sales Development Rep, was the first to establish the digital workers category. Less than a year after launch it generates millions in revenue and is trusted by 100s of companies like Brex, Otter AI and Hasura. The company runs a hardcore culture of relentless velocity, ownership, and pushing the boundaries. The team is full of pirates, ex-founders and founding employees of unicorns (e.g., Brex, Tractable). We also have entrepreneurial operators from Revolut, Amazon and McKinsey.
Why Now?At 11x, our biggest problem is that we're growing way too fast. Our sales team has their calendars booked 2 months in advance just from inbound traffic and the growth only accelerates exponentially. We are hiring need exceptional problem solvers and relationship builders operators that will be the core of the growing 11x Customer Engagement team to keep up with our scale.
Who We're Looking ForWe need relentless and driven Senior Customer Engagement professionals with an exceptional track record of forging deep, impactful customer relationships and delivering outstanding results. We are committed to our value proposition of aligning incentives with our customers, and you will be the relentless force ensuring unparalleled customer satisfaction and retention with C-Level executives and key decision-makers.
As a crucial early team member, you won't just contribute—you'll architect the customer success framework and spearhead dynamic strategies that fuel our explosive growth!
What You'll DoIndependently develop and execute strategies to retain and expand 11x customer relationships, driving ongoing success and loyalty
Ensure we deeply understand the delight levels of customers using our product, guiding them to their aha moments, and driving high Net Promoter Scores (NPS)
Identify and mitigate potential risks, employing foresight and precision to safeguard customer satisfaction
Monitor product utilization and account health with unwavering diligence, utilizing dashboards, customized alerts, and other tools to identify opportunities for account expansion and address any issues promptly
Ensure customers consistently achieve success with 11x, proactively managing and adjusting strategies as necessary to support their growth and goals
Proactively reach out to customers based on predefined criteria, anticipating their needs and addressing potential concerns before they arise
Advocate fiercely for customers across Engineering, Product, and Design (EPD) teams, ensuring their voices are heard and their needs are met
Own product adoption, retention, and growth metrics for your named accounts, relentlessly driving towards exceptional results and continuous improvement
4+ years of direct experience in Customer Success or Biz Ops within a B2B SaaS environment
Proven success in driving product adoption, increasing NPS, and reducing churn rates.
Exceptional attention to detail while managing multiple tasks and projects
Clear and effective verbal and written communication skills with strong critical thinking abilities
Skilled in translating customer data into actionable product-driven solutions
Experience in scaling up customer success operations in a rapidly growing startup environment, including working on Customer Success or Ops teams of fewer than 10 people
Entrepreneurial experience, whether as a founder or through side projects
Experience building and developing customer success and/ operations at scale
Experience managing critical customer relationships through crises and building trust with GTM teams and leaders, such as CROs, VP Sales, and Sales Ops