We help engineering + product leaders develop soft skills and build…

Head of Success - Onboarding and Support

Job Type
6+ years
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About the role

We’re excited to hire a Customer Onboarding and Support Manager to lead our Mentee and Mentor activations & onboarding teams. We’re looking for someone who is a proven leader, having managed 10+ team members in their career. You’re used to working with Product and Engineering Teams to drive product advancements. You’re very hands-on, structured and data-driven. Writing SQL, building Zapier workflows and writing basic code doesn’t scare you.

What You’ll Do:

  • Implement operational efficiencies to streamline processes across your organization
  • Oversee and grow a user success team at Plato, and be the ultimate person responsible for performance of the team.
  • Identify, track and report on customer-success related metrics and KPIs to management and your team.
  • Design processes to work with partner teams (i.e product and engineering) to resolve customer issues in a sustainable and repeatable manner.
  • Translate insights from your team and Plato customers into actionable insights that can be communicated to other stakeholders across the organization
  • Be the last point of contact for escalated customers and not be afraid to jump in and de-escalate tough situations.

What We’re Looking For:

  • Prior experience in a a high-growth startup and/or fast paced environment is required
  • Proficient in tools tools like Coda, Airtable or Notion
  • Leadership Experience - 6+ years of Leadership Experience (Manager, Director etc.) in an Operations role
  • Relevant Org Experience - 5+ years of hands-on and leadership experience in an operational and customer success role
  • Strategic thinking / visioning - You're able to see and communicate the big picture in an inspiring way. Determines opportunities and threats through comprehensive analysis of current and future trends.
  • Humble and Growth mindset - You're humble and you're always finding a way to grow in your skills and mindset with books, mentors, training
  • Analytical and Structured - You are able to structure and process qualitative and quantitative data and draw insightful conclusions from it. Exhibits a probing mind and achieves penetrating insights.
  • Ability to hire and develop A Players - You have the ability to source, select and sell A Players to join Plato.You can coach people in their current roles to improve performance, and prepare them for future roles.
  • Product Visionary and Guru - You have a vision for the future of the product Plato. Experience with tools like zapier, integromat, mixmax, lemlist.. preferred but not required. Yet strong interest in the field and willingness to learn required

Why you should join Plato

At Plato, we’re on a mission to help engineering managers become great leaders. Our platform intelligently matches “mentees” to highly experienced engineering leaders of various backgrounds to help resolve their most pressing management challenges. After raising over $3M from SaaStr's Jason Lemkin, Slack, Zoom CEO Eric Yuan, and more earlier this year, we've experienced exceptional and rapid growth.

Team Size:26
Location:San Francisco
Jean-Baptiste Coger
Jean-Baptiste Coger
Quang Hoang
Quang Hoang