Director of Customer Success

Sora

Remote Remote

Full time

Dec 20

Sora is seeking a Director of Customer Success to lead our existing Solutions Engineering and Implementation Management teams, and to develop the strategy for our Customer Success organization moving forward.

About Sora

Sora’s mission is to empower people-focused teams to create exceptional employee experiences. These teams should be spending time with people, but unfortunately all facets of People teams are bogged down by managing processes instead of helping people. That’s where Sora comes in: we’re building a product that streamlines the tedious and repetitive work People teams do every day, from sending emails to assigning onboarding tasks to a new hire’s manager to syncing data across anywhere from 3 to 20 tools in a customer’s HR stack.

We’re a pure startup, with all the excitement that carries as a foundational member, but with more thoughtfulness than the typical early-stage company. We’re committed to our values and we take our mission seriously. Employee experience is in our DNA — we invest in processes that are inclusive and fair, and we invest in our long-term mental, physical, and emotional health.

Sora was founded in late 2018 and launched in 2020. We’ve fundraised from some of the best investors in the world and prioritize keeping a diverse group of investors and advisors.

Sora is committed to being a diverse, equitable, and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sexual orientation, gender, gender identity, age, physical disability, or length of time spent unemployed.

Your team

Our Customer Success team puts customers first — always. Our service is one of our competitive advantages and our customers rave about it. We're passionate about the problems we're solving for our customers and are lucky to work with empathetic, thoughtful people that are bought into our mission and committed to making a difference for employees at their companies.

We get to work closely with every single team at Sora to inform product roadmap, ensure a smooth transition from sales to customer onboarding, help marketing with messaging that resonates with customers, and more.

We live all over the country and (outside of COVID) love to get together for board games, surfing, cooking, Mario Kart, and more :)

Your role & impact

Our Customer Success team is one of our fastest-growing because of the emphasis Sora places on customer love. We have a large need for empathetic team members that are passionate about solving problems for customers, both technical and non-technical, and you'll be at the helm of the whole ship.

You'll drive the culture of this incredibly important organization, ensure collaboration with other teams is consistent and strong, and determine our strategy for working with customers and handling incoming customer requests in a sustainable way moving forward.

You'll manage technical Solutions Engineers that interface regularly with the APIs of all of our integrations and other complex logic in Sora's powerful automation engine. You'll manage Implementation Managers and constantly work to improve time-to-value for our customers, currently a big opportunity area for us. You'll also work directly with some of our customers to start, understanding the technical and non-technical pieces of an implementation and ongoing engagement that customers need to be successful and get a ton of value out to Sora.

Customer happiness is your number one goal, and you'll have the freedom to experiment with anything that you think will deliver positive value and impact for our customers and your teams.

We're looking for someone who:

  • Has some technical experience — the mention of APIs isn't too scary
  • Thinks management is incredibly important, and understands the role of a manager to motivate, develop, and empower employees reporting to them
  • Has excellent communication skills (written and verbal)
  • Cares a ton about culture, both on their team and at a broader company

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