Manager, Customer Success

For millions of teams working in dozens of industries, day-to-day business gets done on the phone. So why — despite the huge leaps we've taken in design and usability — does most business phone software still look, feel, and act like it was born in the 90s? OpenPhone is changing that.

We’re a new type of business phone with a mission to help people communicate better and be more productive.

We’re backed by Y Combinator and some of the best venture firms around including Tiger Global, Craft Ventures, Slow Ventures, and others. We take pride in providing an exceptional customer experience and a product people love, which is why we’re excited that our customers have rated us the #1 VoIP Provider on G2.

OpenPhone is the modern, sophisticated answer to the clunky, outdated phone systems that have been slowing down businesses for years. With thousands of happy customers and several rounds of funding in just five years, it's safe to say we're onto something big.

OpenPhone is seeking a dynamic and experienced manager to lead our customer success team. This role is pivotal in driving customer retention and growth, focusing on managing strategic relationships and providing value to our top investing customers.

In collaboration with our leadership team across marketing, support, and product, you'll play a pivotal role in the next phase of OpenPhone's growth. Your focus will be on serving our North American customer base, making a company-wide impact by scaling growth across our most strategic book of business.

Key Responsibilities:

• Develop and execute a comprehensive post sales strategy in alignment with OpenPhone's goals for FY'25 that can pave the way scaled revenue growth.
• Drive a high-performing team via operational rigor and discipline.
• Leadership and team growth: Inspire, develop, mentor, and lead a high-performing customer success team.
• Utilize data-driven insights to monitor key performance metrics and proactively adjust strategies to ensure successful outcomes.
• Customer retention and growth: Forge trusted/strategic relationships with key accounts by providing a world-class post sales experience, while evaluating and prioritizing new strategic segments to drive growth.
• Reducing self-serve friction: Managing our CS/AM assist motion means you will provide sales support, education, and consistent cross-functional feedback to ensure we’re delighting and retaining our customers across all customer segments.
• Technical expertise: Utilize our tech-forward processes to automate and optimize customer success processes while …