Overview

Head of Customer Growth – U.S. Remote or Lincoln, NE

Opendorse is looking for an experienced Customer Growth leader who will drive success for our subscriptions customers by accelerating adoption, managing churn and driving expansions through upselling and successful onboarding of new customers.

In this role our Head of Customer Growth will be responsible for designing custom onboarding strategies across all our customer segments and stewarding the iteration of these approaches as our product offering and industry evolve. The Head of Customer Growth would lead the annual and quarterly planning process with their team and be a central figure in identifying high-level strategic challenges facing the business.

You must have prior experience with organizational design, building and owning a hiring roadmap, and performance management of the Customer Growth department. Additionally, you will be a strategic force by defining the department’s resource requirements using a data-led approach, producing predictive models and forecasts, and socializing these findings transparently to the leadership team.

You will be expected to jump in with the team to guide them through tactical challenges and remove blockers when necessary, but also design the department’s role expectations, recruit for these roles, onboard hires, and be an empathetic people leader. Change is the only constant at a growing venture like ours, and as our business evolves, you will be accountable to adjust and adapt the department through inflection points.

The ultimate success of this role will be measured based on the individual’s ability to grow the company’s ARR number (through retention, up-selling & cross-selling), successfully recruiting top talent to join our team, and helping us onboard hundreds of new partners as we rapidly scale the business. We are looking for a true entrepreneur – someone who can build on the strong Customer Growth foundation we’ve built at Opendorse, set the long-term vision for ways we can continue to improve, expand and specialize.

Core Functions & Responsibilities

  • Organizational Design: You will be accountable for modelling the Customer Growth function and forecasting the resourcing required to achieve our organizational goals. You will define role expectations, recruit candidates, design interview processes that identify high performers, and be accountable for onboarding, training, and managing their ongoing success.
  • Strategy: Own the renewal forecast and expansion strategy. Analyze and present your numbers and insights to the Board. Work with the Leadership Team to build and refine the company strategy, i.e.. product roadmap, market adoption and CS partners etc.
  • Life-Cycle: You will own the customer journey from onboarding to daily usage. You will be responsible for understanding and measuring the customer life cycle and optimizing the customer journey based on these quantitative insights. In addition, you’ll be tasked with developing repeatable playbooks for post-acquisition customer lifecycle management and engagement strategy based on customer tiers and plans
  • Customer Engagement: Responsible for the design, architecture, execution, and continuous improvement of a holistic customer engagement strategy, from onboarding, implementing, training and supporting sales for additional growth. You will be responsible for understanding and improving our overall user engagement and health, and leading your team to keep our users engaged and receiving value.
  • Performance: You will be responsible for collaborating with the President/COO to set team targets, manage the performance of your team against those targets, and design attractive compensation systems that reward the most impactful behaviors. Developing variable compensation, reward and recognition plans that support Opendorse’s Customer Growth goals.
  • Product Expansion: Architect services and support delivery models that align with current customer segments, deliver customer value and scale with growth projections, help Opendorse offering expand into new customer segments. Identify, develop and successfully roll-out new product lines and achieve significant and rapid adoption.
  • Reporting: Develop and monitor weekly client dashboards for proactively review of customer adoption, churn risks and expansion opportunities to deploy remedial solutions and enable growth strategies. You can expect to provide a vision for the function and report on our progress towards that vision to our board, prospective and present investors, and other functional leaders at Opendorse.

What we are looking for

  • 10 years’ experience mentoring, leading and growing Customer Growth teams
  • Experience owning a departmental budget with the goal of efficient and strategic resourcing
  • Proven track record of consistently exceeding individual and team revenue, sales and/or other quantitative goals
  • A “talent magnet” with a strong track record of successfully recruiting and developing personnel and building high performing teams
  • Experience interviewing and hiring for a Customer Growth organization, and supporting the interview process of adjacent and related functions
  • Great communicator, exhibiting success at building positive relationships with internal and external business leaders
  • Experience collaborating with executive leadership, communicating Customer Growth priorities company-wide and board of directors
  • Experience building tools that automate metrics and reports sent to customers
  • Experience developing dashboards and key metrics to track the business and inform strategy
  • Demonstrated experience directing and managing within a challenging environment and working inclusively through people to achieve shared objectives

What will set you apart

  • Being high-energy with a hustle, motivation, and drive that’s contagious
  • Outstanding communication and interpersonal skills
  • Strong problem solving and prioritization skills
  • Proven to be collaborative team player across multiple functions and geographies
  • Willingness to travel up to 15% to company headquarters in Lincoln, NE
  • Bonus: You have worked in a fast-growing startup; experience designing compensation models that balance the needs of the function with the needs of the business & can be iterated upon as these needs evolve

Diversity at Opendorse
Opendorse is an equal opportunity employer. We believe in the power of diverse teams, celebrate differences and champion inclusion. We are interested in every qualified candidate who is eligible to work in the United States. Unfortunately, we are not able to sponsor employment visas.