Head of Customer Success

March 12th, 2019 - Written by Trint

We’re unlocking the value of the spoken word.

Trint is the scale-up that blows manual transcription out of the water. We solve the pain point of manual transcription by applying AI to automate the process, empowering users to focus on extracting more value from the spoken word. Trint’s browser-based productivity platform for collaborative media and content analysis changes the way professionals work with audio and video to produce content and insights.

Trint’s bold aspirations are focused on leading innovation and growth in the emerging voice economy. Google’s Digital News Innovation Fund awarded us two grants to further Trint’s innovation in audio/video content management. Trint is reshaping voice-driven value creation by integrating into existing enterprise workflows in big verticals like media, research and video production. The company’s vision is shaped by its CEO and Founder Jeff Kofman, an Emmy-winning foreign correspondent and war correspondent who estimates he transcribed thousands of hours of interviews, news conferences and speeches during his 30+ year broadcast career.

Customers include: The Associated Press, The New York Times, ESPN, Vice News, The Washington Post, Thomson Reuters, Fox Sports, Der Spiegel, Deutsche Welle, Yale University, Nike and AirBnB.

At Trint we’re proud of the culture we’ve built over the last 4.5 years: we’re passionate about our product; we’re team players; we care about our users,we’re proud of our diverse and inclusive culture. The company has 50 employees (+ two dogs) with our HQ is in Shoreditch in London; our North American HQ is in Toronto. We’ve just closed a £3.5M Series A, so we’re well positioned to reach for the sky. 

Where do you fit in?

We’re looking for a candidate who will help us supercharge customer relationships! You will take ownership of maximising customer value across EMEA and North America. We’re looking for an experienced leader to head up Trint’s Customer Success and Customer Support functions, managing our strategic enterprise account portfolio.

Responsibilities will include:

Customer Success Leadership

  • Coach and develop Trint’s team of Customer Success Managers. Grow our Customer Success team’s capabilities, programs and functions.
  • Create customer programs, deliverables and strategies to drive adoption, expansion and renewals.
  • Establish executive relationships within key customer accounts.
  • Identify and/or develop upsell opportunities and ensure the team hits assigned targets.

Customer Support Leadership

  • Provide coaching to our Customer Support Manager and their team of Customer Support Associates.
  • Take a strategic approach to our Customer Support function, driven by a motivation to achieve consistency and quality across all our processes.

General

  • Advocate customer needs/issues across departments, working with other leaders to uncover potential solutions.
  • Play an active role in Trint’s leadership team to ensure we meet revenue and customer health targets.
  • Gain an understanding of the day to day operational challenges faced by Trint and deliver innovative solutions across the business.

Required Skills:

  • 7+ years of leadership experience in a customer-centric function
  • Passion for exceeding customer expectations and driving long term value
  • Strong empathy for customers combined with a laser-focus on revenue and growth
  • Deep understanding of value drivers in recurring revenue business models
  • Demonstrated desire for continuous learning and improvement
  • Enthusiastic and hands-on leader with the ability to inspire and mentor others
  • Motivated by process improvement and optimisation to improve customer experience
  • Zendesk, Gitlab, Salesforce

Helpful skills that will make you shine even brighter:

  • Additional languages are always helpful
  • Experience leading customer success/support functions within a SaaS organisation

Benefits:

  • Competitive salary and compensation structure, including equity
  • Gym Subsidy
  • A chance to work for an award-winning company in an emerging technology
  • Clear growth path within a year upon successful achievement of all targets laid out my management
  • Beautiful, open-concept working environment conveniently situated in downtown Toronto
  • International experience and travel working for a London based company
  • A chance to work with an Emmy award-winning CEO
  • Clear growth path within a year upon successful achievement of targets

Candidates seeking employment at Trint are considered without regards to race, colour, religion, national origin, age, sex, marital status, ancestry, disability, gender identity, or sexual orientation. We strongly believe that diversity of experience, perspectives, and background will create  a better environment for our employees and a better product for our users. Come join our team. 

Salary is negotiable + equity

To apply please email Guppy with your CV guppy@trint.com