Customer Delight Manager
Mid-level · Full time
$50-80K
0.1-0.25%
Posted 3 years ago
What makes this company unique and exciting?
By separating physical location from economic opportunity, Panther will radically expand the number of remote jobs in the world and dramatically improve the quality of life for millions, if not billions, of people
About Panther
Panther is the all-in-one platform to employ and pay global teams. We take care of all the heavy lifting involved in international hiring, payroll, benefits, and compliance, so companies can employ incredible people from around the world, and let their employees work from anywhere — without any of the red tape.
Some of Silicon Valley’s sharpest minds are funding us to be the bedrock of global, distributed teams. We’re funded by Tribe Capital, Addition Capital, Eric Ries, Soma Capital, and founders and executives from Stripe, InVision, SpaceX, Plaid, Drift, Fast, and more.
The Role
As a Customer Delight Manager, you will lead customer success across onboarding to global account management. You will also scale our global customer success playbook while building systems and processes to measure and improve delight while removing friction across the customer journey. Customer success is our success. As our first customer success hire, this is a critical leadership role with high impact.
In this role, you'll get to
- Support all customer-related goals to ensure they are successful
- Proactively identify customer needs and develop/implement repeatable action plans that can be used across the entire customer base
- Team with our strategic legal and operational partners to streamline customer and operational service
- Scale our processes, services, and systems playbook
- Partner cross-functionally with sales, contract management, onboarding, technical support, and product to deliver a first-class customer experience and help drive long-term customer retention
- Report back to company leadership on key KPIs and benchmarks. Aid in the ongoing development and management of new KPIs
About You
- 3-5+ years experience building and running customer success, consulting, professional services, account management or a similar function at scale
- You know how to make simple moments impactful
- You're a natural teacher and communicator
- Experience navigating and resolving customer escalations that you'd tell your grandkids about
- You have experience working remotely with clients and team members from multiple countries and across multiple time zones
- Proven success in developing strategic relationships in large organizations leading to high retention rates, high NPS scores, and expansion opportunities
Why You Might Be Excited About Us
- 100% remote-first, global team: we’re committed to talent, not location, and we believe in trust and autonomy
- 2x annual team retreats (when we start traveling again)
- It’s life-work balance, here: not the other way around
- Everyone’s an owner: stock options for a team that helps Panther grow
- Make a difference: help us build a future where talented people from around the world have access to flexible jobs that help them earn a great living
Why You Might Not Be Excited About Us
- Intensity: We are a young company with < 50 people, so if you like more established companies with a plethora of resources, this role isn’t for you
- Change: Change is good; in fact, if we are not changing, we are not growing fast enough
- Ambiguity: You should be comfortable with a sprinkle of chaos. This is not the kind of job where you show up and are told exactly what to do every day
Benefits and Perks
- competitive salary
- stock options
- unlimited PTO with recommended minimums
- employee benefits
- private health insurance
- 2x annual team retreats (when we start traveling again)
Location
Live anywhere in the world. Seriously. Try a new country every month, or work from the beaches of Bora Bora for all we care :)
At Panther, we're looking for people with passion, grit, and integrity. You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and passion will stand out—and set you apart—especially if your career has taken some extraordinary twists and turns. At Panther, we welcome diverse perspectives and people who think rigorously and aren't afraid to challenge assumptions. Join us.
Panther takes care of your remote team’s global payroll, benefits, taxes, compliance, and more — so you don’t have to.
Size: 11-50 employees
Year Founded: 2020
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