The Company

Sofar is on a mission to connect the world’s oceans. We design, build, and deploy the largest privately owned network of marine weather sensors to power the world’s best marine weather forecasts. Our data helps our customers to increase efficiency and reduce emissions, delivering tools to governments and other stakeholders to understand impacts of climate change on extreme weather and ocean health. We live on Planet Ocean, and our goal is to create the ocean intelligence needed to ensure a sustainable future.

The Position

We’re searching for an ambitious, entrepreneurial leader to define and drive the strategy of Sofar’s Customer Success and Support teams. This team is responsible for minimizing time-to-value and maximizing the value a customer receives from their Sofar products by driving activities such as hardware activation, dashboard setup, integration deployment, user training, change management, business reviews, and value consultations. The Customer Success and Support Team represents a large opportunity to deepen and expand Sofar's customer relationships and significantly contribute to sales objectives. This is a highly visible role that will work closely with Sales, Product Management, Software Engineering, and Hardware Engineering.

Responsibilities

• Define and drive global strategy for the Customer Success and Support teams across all three product lines: Devices, Data, and Wayfinder
• Retain, develop, and hire a team of high performance Customer Success Managers, Solutions Engineers, and Technical Support Engineers
• Own the overall success of implementations and ongoing management, ensuring a world-class customer experience
• Manage and prioritize work based on sales and activity pipelines as well as data analysis across teams
• Collaborate cross-functionally to rapidly improve the customer experience
• Do what it takes to deliver upon our commitments and forge enduring customer partnerships
• Champion, role model, and embed Sofar's values as we scale globally and across new offices
• Lead an inclusive, engaged, and high performing team

Minimum Job Qualifications

• 10+ years of relevant experience
• You have led a Customer Success function on the growth path from $5M to $30M+ in annual revenue
• Ambitious, entrepreneurial leader
• Structured thinker with the ability to create and execute a cohesive strategy
• Track record of working cross functionally to gain consensus from multiple stakeholders and create step changes in business operations
• Strong empathy towards customers and passion for revenue and growth
• Deep understanding of value drivers in recurring revenue business models
• Experience leading large, cross-functional teams
• Strong executive communication and presentation skills

Bonus Points

• Deep passion for the Ocean
• Triple-threat experience with SaaS, data products, and hardware products
• Familiar with using Hubspot CRM

Employee Conduct

It is the responsibility of every employee to contribute to a positive work environment through cooperative and professional interactions with co-workers, customers, and vendors.

Equal Employment Opportunity

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other factors prohibited by law.