Head of Customer Success

Pento 🚀

Pento is setting a new standard in payroll with its tech-enabled payroll solution for modern People and Finance teams. Pento lets you run payroll in real-time, automating the entire process. We're a remote-first company, pushing forward how we work for the better.

We're looking for a Head of Customer Success to lead our customer-facing team and deliver a phenomenal customer experience. We Champion the Customer, and our customers’ experiences with both our product and our team sit at the heart of what we do.

The role 💬

As our Customer Success leader, you’ll lead a multidisciplinary team to ensure that every Pento customer has an amazing experience. You’ll look after not just our Customer Success Managers, but also our Support team, Onboarding team, and Advisory team, and knit together a scalable and holistic way to bring to life the full value that Pento can offer.

You will be accountable for defining the direction for Customer Success, and working collaboratively with other teams (e.g. product and sales) to ensure we provide a consistently high-quality experience for our customers.  You will raise the bar by building and leading a high-performing Customer Success team.

You will identify the highest value drivers to increase our customer's satisfaction, and present recommendations to prevent early churn signals. 

Your qualities 💎

• You champion the customer. You put yourself in our customers’ shoes to develop a shared understanding of the value that drives collaboration across all our teams. You bring our customers’ perspective to our Leadership team

• You lead with respect and candour. As an experienced leader, you consistently help the managers in your team to grow. You promote a culture of constructive feedback and praise that enables others to develop

• You own your impact by advising the Customer Success strategy. You define the direction of the team and you own our customers’ journey, all the way from managing onboarding to preventing churn, with a focus on customer experience.

• You drive excellence at speed. You develop and implement processes and systems by balancing focus, planning, execution, and iteration

Your experience ✨

• You have experience leading a Customer Success team in a rapidly growing SaaS business, especially those with scaled models and large numbers of customers

• You have a deep understanding of the value and the customer’s perspective and can communicate this clearly both internally and externally

• You have a proven ability to challenge, influence, and do things differently with positive business benefits

• You're pragmatic and results-oriented – able to take ownership and execute tasks as well as able to delegate projects

Working at Pento 🖥

Our people-first, remote environment supports our team in adopting flexible and tailored ways of working. You can learn more about who we are and how we like to work over at Pento Home.

Our benefits include:

• An equity option plan for our permanent employees, so you can all benefit from our success

• Flexible working, and the best tech and home set-up equipment of your choice

• Unlimited time off and yearly team summits

• Mental health support via Spill, one of our most-valued benefits (rated 9.3/10 from the team)

• The opportunity to join an early-stage tech company on an incredible trajectory

You can read more about our broader perks here.

Don’t worry about your past experience being a 100% fit; we know that’s practically impossible anyway! If this sounds like an interesting opportunity to you, and you resonate with the role and the impact it will drive, let’s talk. 

We're committed to building a team capable of building a product for everyone, representing different and varied backgrounds, perspectives and experiences. We welcome applications from everyone, regardless of gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, and just about anything else.

Your location 🌍

For teams that have access to customer data (typically within Customer Success, Engineering, or Customer Support), we require that employees are based in the EU/EEA for contractual data transfer reasons. If you are applying to such a role from a non EU/EEA country, and open to relocation, please select your preferred EU/EEA location, and select that you would require Pento to provide a visa.

We're proud to be a remote-first company, so we add a #LI-Remote tag to our postings to make sure the remote nature of our roles are picked up by syndication boards.