Overview

Who we are

We’re a team on a mission to make work better for everyone, everywhere. We empower people to thrive at work, without creating more work for them.

Humu is an HR technology platform that makes it easy for organizations and their people to improve, every single week. Science shows that the fastest path to improvement is via personalized coaching in the flow of work. That’s exactly what Humu does. Humu nudges managers and their teams to build better habits that will lead to their success. Unlike most tools, Humu combines Nobel-prize winning science and technology to pinpoint which behaviors and people skills leaders, managers, and employees need to be effective. Humu helps customers drive outcomes like improving managers, increasing agility, building more inclusive cultures and boosting team performance.

We’re looking for passionate collaborators who are excited about building a product that empowers people to improve themselves, and the teams around them.

Where you fit in

Humu is looking for a Customer Success leader who’s extremely passionate about customer advocacy and growth, a motivational leader, and has strong analytics chops with a proven track record to back it up. Our Head of Customer Success will manage, build, and lead the Customer Success team reporting to the COO. This team supports the day to day needs of our customers and drives the expansion of our business by retaining and helping to grow our existing accounts.

The details

Responsibilities:

  • Lead and inspire a high performing team that delivers successful implementations and projects to a rapidly growing portfolio of customers
  • Act as liaison between your team and stakeholders in sales, product, engineering
  • Own the customer journey to deliver value and excellence
  • Synthesize customer feedback and work with internal teams to respond to customer needs
  • Ensure customer escalations are quickly and properly addressed
  • Build out and utilize tools and processes to monitor, analyze, and report on customer satisfaction and team performance. Report on effectiveness of strategies and tactics to improve CSAT scores, reviews, and other customer success metrics
  • Optimize communications and process to create a best-in-class customer experience
  • Define and drive methodology and tools for the team
  • Monitor team performance and provide coaching as needed to ensure both individual and team KPI deliverables are met

Qualifications:

  • 10+ years Professional Services or customer success experience with a proven track record
  • 5-10+ years of leadership experience
  • Experience in Enterprise SaaS
  • Ideally been part of a leadership team that experienced significant growth (ie, $10-100M)
  • Strong leadership, strategic, problem solving, and managerial capabilities
  • Experience building, scaling, and managing a high functioning CSM and professional services team in a high growth environment
  • Excellent communication, presentation, and interpersonal skills with the ability to deliver high-quality written and verbal content to different audiences
  • Excellent project management skills, including an ability to take inputs from a variety of internal and external sources and maintain up-to-date documentation
  • Experience driving customer satisfaction metrics (CSAT and NPS scores, reviews, etc)
  • Ability to thrive in an ambiguous, fast-paced setting without ready made processes
  • Positive attitude with a desire to communicate with our customers before they have a chance to ask questions.
  • Use quantitative and qualitative analysis to drive operational excellence in the areas of onboarding, adoption, renewal, up-sell, and churn reduction
  • Serve as one of the key leaders driving relationships with our customers and ensuring their success
  • Work cross-functionally internally across Sales, Product, and Engineering to help our customers be successful

This role is open to remote US based candidates

We’re on a mission to make work better for everyone, everywhere. We empower people to thrive at work, without creating more work for them.

Who we are

Humu is an action management platform that makes it easy for organizations to improve their morale, engagement, and performance—every single week. At Humu, we know that all great things start small, which is why we give people the exact step-by-step support they need to reach big goals.

We’re looking for passionate collaborators who are excited about building a product that empowers people to improve themselves, and the teams around them.

Where you fit in

We’re looking for our first event marketing manager to produce compelling experiences that span the full marketing funnel. You’ll own our event strategy, plus create events that help with brand awareness, pipeline generation, deal acceleration, and customer advocacy. As an early member of the team, you’ll build the foundation for events at Humu—from webinars and other virtual events, to managing our presence at large conferences, to creating our own bespoke in-person gatherings—and scale our program. You’ll join a talented team of Humuns and will work with marketing managers, designers, and sales stakeholders to make it all happen.

The details

Responsibilities

  • Develop event marketing strategies to hit key business objectives—particularly to build and mature sales pipeline
  • Produce events from concept through completion, including planning, budgeting, managing stakeholders and vendors, execution, and reporting
  • Deliver results and prove ROI through detailed budget management, campaign tracking (in partnership with demand gen and ops teammates), and pipeline measurement
  • Develop a strong POV of how best to reach our target buyer through events
  • Test, learn, and optimize to create and scale a highly effective event marketing program
  • Collaborate with sales, content marketing, demand gen, ops, and design colleagues on event prioritization, production, and process management

Qualifications:

  • 7+ years of event marketing experience in the B2B space, ideally for enterprise audiences
  • Track record of producing large and small-scale events, both virtually and in-person
  • Proven success in executing multiple events at a time, while balancing tight timelines
  • Demonstrated experience in working with sales and demand generation teams, using events as an activity to support awareness, relationship building, and lead generation
  • Ability to measure and report on event ROI; manage budgets judiciously; optimizs events over time
  • Exercises strong creative judgment in how we represent the brand
  • Strong communicator with an ability to lead cross-functional projects with internal stakeholders, partners, event vendors, and agencies
  • Experience working with executives, high-profile speakers, and customers
  • Ability to travel as needed