Head of Customer Success
About UpsellPlus
We help the largest 1% of Shopify stores to grow their revenue and AOV through product recommendations.
Our need to hire
Our founder built a CS team of 3 full time support reps providing support, onboarding clients, and ensuring their success across all of our brands.
We need someone to come in, upgrade this team and make it into a machine. Our customers are large Shopify brands ($3m -$150m/yr in revenue). We want to have real Customer Success, where we check in with each customer every 6-12 weeks and suggest strategies to improve AOV, while also responding to any questions over live chat or hop on a call within 30 seconds.
What we’re looking for
- Background in building a CS team in ecommerce saas
- Knowledge of the Shopify ecosystem, apps, and API’s. If you only worked on the ecommerce brand side of CS, this is not for you.
- Strong experience with implementing systems to make the CS team a machine
- Experience with Crisp or Intercom is deal. We use Crisp, but are considering switching to Intercom. If we switch, you would lead this change.
- A ‘Get Stuff Done’ mentality and ability to be proactive, see problems and work through them independently.
- Strong technical English skills, both written and spoken.
The challenges ahead
- Make CS a revenue driver: Make CS so good we can offer a Managed Plan, where merchants want to pay more for dedicated account managers and store setup, analysis and consulting services.
- Customer obsession: We hacked together a team of 3 support reps that reply within 30 seconds. We want to grow into dedicated customer success organization or whatever you see fit to provide more value to our customers.
- Make us a better human-machine team: We invest heavily in AI tooling and internal dashboards. Knowledge of AI and how to apply to to CS is a plus.
Our tool stack
Crisp, Notion, Figma, Firebase, Google BigQuery, ChatGPT Pro, Slack, Jira, Loom, Mantle
Why us?
We are dead set on becoming the #1 AOV growth platform for Shopify.
We want to achieve that by earning our merchants ever growing piles of money with upsells. We’re focused on growth, but not at all costs. We’re bootstrapped, growing every month, and are profitable. We want to grow faster and do that with a strong team.
We operate as a truly remote-first, async-first company, allowing you to work when and where you are most productive. Results matter more than hours on the clock. But results matter.
We want someone who wants the challenge and work of being an early employee. And someone who cares about ownership and has pride over their work.
Beyond that, we would require someone who is:
- English speaking
- Overly communicative
- Has very high attention to detail
- Willing to work beyond a 9-5
Hiring process
- Intro call: An initial video call with our founder
- Experience deep dive: Questions about your previous work (written)
- Team call: Talk to other members of the team and share your insights on a challenge we're having
- References: We talk to 2-3 people that you worked with before
Position details
- Location: New York or remote
- Work Schedule: Flexible
- Compensation: We don't have a massive budget to pay huge salaries at the moment. We can offer a clear bonus system. If you want to build a company with us, come join us and I promise that you'll be on the ride of your life.
