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Customer Success

Pocus

Pocus

Customer Service, Sales & Business Development
Remote · New York, NY, USA · San Francisco, CA, USA
Posted on Thursday, February 1, 2024

About Us:

Pocus is on a mission to transform how go-to-market teams use data to drive revenue.

In the last 2.5 years, we built Product-Led Sales from an unknown to one of the hottest categories in go-to-market tech and brought on customers like Miro, ClickUp, Asana, Canva, and Monday.com. We are backed by best-in-class investors (First Round & Coatue) and angel investors (COO Notion, CPO Figma, CRO Zapier, CEO dbt, COO Datadog, CEO Postman, CPO Adobe, etc.) and we’re just getting started…

Our CS org has one goal: give customers superpowers by moving quickly to help them realize value from Pocus. As a founding member of the Customer Success team, you’ll be at the forefront of our mission, working directly with customers as a strategic advisor to guide them through every step of the customer journey. You’ll have the opportunity to have outsized impact on our customers’ business as a trusted partner and expert.

The Pocus team is full of humble overachievers that like to move quickly (we call it shiperate), own our work, give customers superpowers, and create magic for our team… all while having a ton of fun. Join us on this next phase of growth!

Why this role

  • Be a founding member of the Customer Success team: You’ll build the foundation of Customer Success at Pocus for years to come.

  • Create tangible impact for customers with a product they love: You’ll drive value and get to know our customers across all levels - from our end users who rely on Pocus to uncover new revenue opportunities, to senior leaders that rely on Pocus to orchestrate their entire go-to-market engine. Customers love our product and have referred to Pocus as the “answer to all of their prayers.”

  • Learn more in 1 week at Pocus than 1 year at another company: We do more with less — we’re able to ship what other teams with 10x of the resources do in 1/10th of the time. We consistently get feedback that our responsiveness and velocity set us apart as our customers’ favorite vendor.

  • Meaningfully shape our product: We’re extremely customer-centric at Pocus. You’ll be the eyes and ears for all customer needs and work with the co-founders and Head of Product to inform our roadmap.

  • Join an incredible team at a magical time: We’re at the beginning stages of explosive growth. Join a passionate, scrappy, and no-ego team of builders that will inspire you and make you laugh every day.

What you’ll do

Be a strategic advisor to our enterprise customers and ensure their success with Pocus

  • Develop and execute strategic action plans for each account to ensure their success throughout the customer journey

  • Own the relationship with a cross-functional team of our customers’ senior leaders across Sales, RevOps, and Data, and be a trusted advisor on their strategic priorities as it relates to Pocus

  • Map customer’s business priorities to solutions in Pocus. Be prescriptive and proactive with customers on how we will drive their success

  • Proactively identify customers who aren’t maximizing their usage, subsequently creating and executing improvement plans

Lead the onboarding of new customers:

  • Manage the process to implement and onboard seat-based deployments of new customers to Pocus

  • Partner with our Customer Engineering team to help translate customers’ goals into workspaces that will delight end users

  • Onboard end-users and deliver 1:1 and 1:many training sessions to ensure that customers are maximizing the value of the Pocus platform

Drive adoption, expansion, and retention of your customer base

  • Work closely with business stakeholders to align and track Pocus value against customers’ key business priorities

  • Manage customer adoption, thinking strategically and creatively about ways to increase seat usage

  • Completely own retention and renewal, while working closely with our sales team to identify and collaborate on possible areas of expansion

Build customer success and be the voice of the customer:

  • Translate learnings from past experiences and time at Pocus to iterate and improve on all parts of CS at Pocus, including customer journey, rituals, and processes

  • Collaborate and provide input on high-priority strategic initiatives that enable better support of our customers, including customer marketing, new product launches, customer service levels, and more

  • Constantly capture and synthesize product feedback from our customers to provide input on our product roadmap

Who you are:

As a small and early stage start-up, alignment on culture and values is our #1 priority. People that are successful at Pocus, regardless of role, strongly identify with the following:

  1. You are a humble over-achiever. You’re constantly asking for and excited about feedback that helps you learn and grow

  2. You don’t take yourself too seriously. You like to work hard but not without plenty of smiles and laughs along the way 🙂

  3. You are delusionally optimistic. Big challenges and projects excite and motivate you

  4. You have exceptional integrity and always do the right thing, even if and especially when no one else is watching

  5. You are a problem solver, not a problem identifier. Your first reaction when encountering something that isn’t working is to think “What can I do to make this better?”

  6. You strive to perfectly balance individual initiative with humility and collaboration, understanding when it is better to ask for help and when it is better to solve a problem independently

  7. You move with a self-imposed sense of urgency. You strive to constantly find the perfect balance between speed and quality and you understand when to make that tradeoff

  8. You have a high bar for quality and you honor your commitments

  9. You are excited about building foundations and you love learning new things as part of that. You have a bias towards documentation and writing things down

  10. You are excited about working in a high-growth, fast paced environment where you can have meaningful ownership and impact on the business, and understand that sometimes that requires short sprints (key word short - we recognize that this is a marathon and we don’t want you to burn out!)

If the above resonates, here are the job related qualifications that we’re looking for:

  • 5+ years of SaaS customer facing experience with 2+ years of experience owning and managing customer relationships with 6-figure contracts at global enterprise organizations of 1,000-10,000 people

  • Experience partnering with a cross-functional set of senior (Director+) stakeholders in enterprise organizations: influencing indirectly through champions, org mapping, and multi-threading complex organizational matrices to ensure successful product deployments and renewals

  • Experience working with and effectively collaborating with technical and non-technical stakeholders in go-to-market, data, and operations

  • Experience managing complex programs and initiatives to a successful completion

  • Exceptional written and verbal communication and attention to detail in all forms (docs, emails, Slack messages, Powerpoint presentations) and at all levels (from AE to CRO)

  • Nice to have:

    • Deep understanding of typical SaaS go-to-market motions and strategies

    • Familiarity with or excitement around learning product-led-sales

    • Passion for data products and especially the potential for products to unlock new capabilities by empowering non-technical users with data

    • Experience managing seat-based deployments of SaaS products

Perks and benefits:

  • Best in class medical, dental, and vision plans through our PEO

  • A monthly wellness stipend to help support you in your health goals

  • 401K through Guideline to help you invest in your future

  • Access to mentorship programs through First Round Capital for personal growth and development

  • 10 company holidays and discretionary vacation with a baseline requirement of 2 weeks / year. We work hard but don’t want you to burn out!

  • Work from home stipend to help you succeed in a remote environment

DE&I statements

At Pocus, we’re looking for people who are humble overachievers with an ownership mentality and a love for building. If this sounds like you, we encourage you to apply, even if your skills don’t perfectly match our job descriptions (especially if you’re making a career change or are insanely passionate about Product-Led Sales!). At Pocus, we welcome your diverse backgrounds and celebrate different perspectives that challenge the status quo. We will never discriminate on the basis of religion, color, gender identity, disability, marital status or any other characteristics protected by law.