VP of Customer Success

Full Time

REMOTE

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The Company

Dover is building the first end-to-end recruiting orchestration platform for the world's top companies. We combine best-in-class candidate evaluation technology with bespoke process automation to help companies find and hire top talent for their open roles.

Recruiting is a $50B/year industry in the US, but recruiting departments and agencies still have incredibly manual processes.

We've built a better way. Our advanced matching software identifies the perfect candidates across all recruiting channels and drives the hiring process to create a seamless, white-glove experience for both companies and candidates.

Dover went through Y Combinator in 2019, and today 100+ companies use our product to run a better hiring process. We've raised $23M from top VCs and are currently profitable. We're a remote team of 50+ with hubs in San Francisco and NYC and a presence in Boston, LA, and DC.

The Role

As the VP of Customer Success, you'll act as a strategic leader in the business and manage one of Dover's largest teams.

You'll oversee a team of ~10 Customer Success Managers to start, and this team will 3x over the next year. You'll also lead the development of the team and customer management strategy. The Customer Success team is devoted to managing our customer lifecycle, ensuring success, and above all else delivering an amazing customer experience.

You'll drive initiatives to identify short and long-term growth opportunities, analyze performance, and communicate progress across the company. Your day-to-day work will involve developing the team and making sure they are performing to meet the business's goals. You'll also collaborate with the product and GTM teams to build and refine business processes, strategy, and customer campaigns. This role will report directly to our COO.

The Responsibilities

  • Work with the founders and other team members to build a world-class product delivery and customer management strategy.
  • Help recruit, hire, and onboard new Customer Success Managers.
  • Manage a high-performing team of ~10, and help double its size this year.
  • Provide actionable feedback to people on the team to help them grow and manage customers more effectively.
  • Own our customer success strategy, including processes, playbooks, and success plans that nurture customer relationships.
  • Become both the voice of the customer and an expert in the way that the Dover product works.
  • Define and report on customer success metrics and work with the team to build an even better solution for our customers.

About You

  • You have 3+ years of experience managing a go-to-market, account management, or customer success team.
  • You're comfortable jumping in the weeds to help team members manage their accounts — whether that's discussing account strategy or meeting with a customer directly.
  • You enjoy developing experiments and trying new processes to make your team more effective.
  • You produce clear, persuasive and high-quality documentation, both for internal and external use.
  • You care deeply about customers and have the ability to serve as their advocate.
  • You are passionate and committed to developing a world-class customer success team, and enjoy coaching.
  • You have a growth mindset — you welcome feedback and constantly want to improve.

Our Commitment to Diversity

At Dover, we are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We do this because we know the more inclusive we are, the better our work will be.

Dover does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law.

All employment is decided on the basis of qualifications, merit, and business need. We encourage candidates of underrepresented backgrounds to apply.

Benefits

Development

  • Competitive salary and meaningful equity
  • Support for personal and professional development outside of work
  • Opportunities to grow within the company
  • 401k

Wellness

  • Comprehensive health and dental benefits covered 100%
  • Daily lunch

Flexibility

  • All the tools you need to do your best work, including laptop, monitor, desk, chair, and more
  • Flexible work schedule
  • Unlimited PTO plus mandatory 2 week vacation
  • Travel budget to visit New York and/or San Francisco offices

Dover is hiring remotely across the US and US-friendly timezones.