Head of Customer Success

About Fonoa

Fonoa's goal is to change how companies globally handle their taxes, and we're committed to building world-class products. We're building a fully distributed team. We give people the freedom to work wherever and how they want, enable more fluid communication and put our time where it matters the most - decisions. We are curious, dedicated, and humble. We are building a workplace that fosters inclusivity, openness, and trust, where we can all be authentic and human in everything that we do. We trust the expertise of our employees and give them freedom to solve complex problems to make taxes simple, automated, borderless, and accessible for the internet economy.

Products

Fonoa has a suite of API products that automate tax-related workflows for any internet company. Check them out below:

• Lookup
• Tax
• Invoicing
• Real-time Reporting

We may discover novel customer needs as we learn, and spin up new products as needed. We expect our engineers to own them as they pop up.

About the role

As the Head of Customer Success you'll be responsible for the success of our customers. As a trusted advisor with deep product knowledge, and empathy, you'll understand customers' business objectives and align them with product capabilities. You'll manage a team of Customer Success Managers who will own the commercial and technical relationships with our clients ensuring that our product are used as widely as possible, that our share of wallet is maximised, and serve as the "voice of the customer" in internal meetings. You'll be responsible for making sure your team ensures retention, identifies new business opportunities,, and drives value across their customer base.

What you will be doing:

• Learn about how painful it is for companies to handle tax manually, and think about how our systems are changing the status quo
• Ensure your team communicates efficiently and effectively with our customers
• Onboarding & Adoption: Support your team to use a consultative-like approach to drive ROI, retention, expansion, and high product usage across a portfolio of enterprise customers.
• Guide your team to develop and enact a custom plan for each customer's onboarding, expansion, and renewal goals.
• Enablement & Partnership: conduct executive business reviews and work with our clients to proactively monitor and increase product usage to ensure the customer is maximizing value.
• Evangelize: Communicate new use cases and features/functionality that will enhance the customer's workflow and drive organizational product adoption.
• Customer Advocate: Passionate about the customer experience and skilled in translating customer feedback into product requests.
• Collaborate: Work with other Success leaders and cross-functionally with strategic and technical colleagues to accomplish customer goals.
• Change Leadership: Provide recommendations on changes and design enhancements to improve processes, customer experience, and performance.
• Team Leadership: Effectively coach team members to their fullest potential. Mitigate conflict and communication problems. Ensure the team is unified on a common goal and strategy.
• You will also work closely with the founders to support hiring, organizational planning, as well as developing team members and guiding their professional growth.

You would be a great fit if:

• You are fully proficient in English. Written and spoken, as we are a bunch from around the world, but we work in English.
• 5+ years of experience leading Customer Success teams in a fast-growing company; direct experience with B2B SaaS products, solutions, or ecosystems preferred.2+ years customer-facing experience as a CSM, or Strategic Consultant.
• Experience managing a team with a book of $10M+, including contract values over $250kk.
• Experience with support tools and platforms like Salesforce, Zendesk and JIRA.
• Expert in driving results and outcomes while solving complex business problems, both individually and through direct reports.
• Excellent presentation, organizational, and communication skills (both written and verbal).
• Ability to partner effectively with C-Suite, VP, and Director-level contacts, along with day-to-day users of the software.
• Team and goal-oriented. High output; low ego.
• Knowledge of B2B SaaS post-sale support motion and technical curiosity is a plus

Note:

If you feel you don't have the full experience we're looking for, but feel you could be a bit fit, are willing to learn, do apply anyway! We are trying to build a diverse and inclusive team.

Why Fonoa?

Our culture

• We operate on trust
• We have an open and transparent culture, where we value ideas over titles.
• We trust the expertise of our team members and give them the freedom and all the support they need to solve complex problems.
• We are builders at heart.
• We give everyone a lot of autonomy to think of and deliver on their ideas.
• We work with dedicated people from all backgrounds who bring in their different perspectives to help us on our mission to make taxes simple.
• We work remotely.
• Our fully distributed team works across 20 different countries

Our perks

• 25 days annual leave (plus any local public holidays).
• Top tech gear and flexible budget to build your ideal remote office.
• Bi-weekly lunches paid by Fonoa.
• Unlimited budget for learning is on us. Whether you want to attend a conference, do a course or purchase books or tools, we want to support you as much as we can
• Company annual offsite.

Our ways of working

• Remote work and async, work from anywhere in the world.
• Co-working spaces if you want to switch things up.
• Option to meet team members regularly to do creative work and bond in person.
• Best idea wins; we're all ears when it comes to ways to do things better.
• Frequent visits to virtual Fonoa HQ and our Fonoa island on Mibo.
• Product first culture

Other reasons

• We are backed by leading VC firms who have invested in many successful companies (Index Ventures and Omers Ventures)
• The size of the market and opportunity we have is massive, and we're well placed to be disrupting it.
• Flat hierarchy, open, honest and feedback driven principles.

Our take on equal opportunities

Fonoa gives equal opportunities to everyone. We look at individuals for what they bring to the organisation and for who they are as people regardless of ethnicity, race and background.

We currently have over 20 nationalities in our team, we're continuing to build a diverse team as we want to work with the best people, from all over the world.

Sounds interesting?

If we have convinced you, do apply. And if we haven't yet, check out some more reasons why you should join us.

Our Hiring Process

We see hiring as a human process. A two-way conversation to see if there is a good fit between you and us. As a startup growing quickly, we also like to keep things streamlined, and currently, our process won't include a live task, whiteboards or technical assessments.

An idea of your hiring journey with us:

• Meeting with Recruiting to introduce each other and explore mutual interests.
• Follow up via email to cover other questions in a written manner
• 1 hour conversation with the hiring team to get to know each other and see if you would be excited to work together.
• 1 hour conversation with one or more of our co-founders
• Offer
• We aim to give you the best candidate experience, keep you updated and be transparent with our feedback along the way.

Sounds interesting?

If we have convinced you, do apply. And if we haven't yet, check out some more reasons why you should join us.