Head of Customer Success

What is CounterFind?

CounterFind is a leading and rapidly growing B2B SaaS company based in Dallas, TX looking for talented and ambitious team players. CounterFind provides brand protection solutions for the world’s premier sports, music, entertainment and consumer products brands to assist in eliminating all infringing merchandise and counterfeit products online. We work with some of the biggest and most recognizable athletes, celebrities and influencers in the world to protect their name, image and likeness online and are looking to expand our customer success management team to work hand in hand to support our growing list of customers and brands! For more information, visit CounterFind.com

Job Description:

• Responsible for developing and executing a comprehensive customer success strategy
• Lead and mentor a team of Customer Success Managers, and ensuring customer satisfaction and retention
• Collaborate with the Product Development team to build and prioritize new software features, aligning customer feedback with our product pipeline 
• Build strong relationships with key customers, proactively identify potential issues, and resolve customer concerns promptly
• Drive product adoption and proactively addressing customer needs, ultimately contributing to revenue growth and customer advocacy within an organization
• Oversee and optimize onboarding, customer renewal and lifecycle processes with the Customer Success and Sales teams ensuring a seamless internal and external customer experience
• Work with Customer Success team and Leadership team to prioritize, escalate and resolve customer issues
• Report on Customer Success metrics to Leadership team and monitor customer health and engagement

Skill sets we are looking for:

• Strong leadership and team management skills
• Communication and interpersonal skills
• Analytical and data-driven decision-making capabilities
• Ability to build strong customer relationships and manage complex accounts
• Proven track record of success driving customer retention and satisfaction
• Strong written and verbal communication skills; exceptional interpersonal skills
• People-oriented - enjoys working with people internally and externally; team player with a positive attitude; cooperative, empathetic, and collaborative, with the ability to navigate complex interpersonal intricacies effectively
• Problem Solving - proven skill in a consultative and collaborative approach to problem solving, including critical thinking, information processing, decision making, and creativity in time sensitive situations
• Leadership - can demonstrate a high degree of confidence, professionalism, and emotional intelligence at an executive level, the ability to stay calm under pressure and manage challenges with a level-headed approach
• Detail-oriented and results-focused

Education/Qualifications:

• Bachelor’s degree in Business, Sports Media/Management, Communications or a relevant discipline
• Experience in Customer Success/Account Management role 
• Experience with Google Sheets and Google Slides
• Experience in the Licensing, Sports, Music, or Entertainment industries is nice to have, but not a must!
• Must live in the Dallas, Texas area or be willing to relocate. This is not a Remote position.

What do we offer?

• A fun and fast-paced startup environment, with a work hard / play hard mentality and the opportunity to work alongside amazing people
• While our software is critically important, our customer service is just as important, if not more so. Relationships are everything! Delivering value to our customers is our mission. Our company cares and values the role this resource plays in the company’s success
• A learning culture that focuses on personal and professional growth
• Competitive salary, equity incentives, bonuses!
• Competitive health insurance including dental and vision
• Paid vacation

Please send resume and cover letter to careers@counterfind.com.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.