ABOUT EXTEND:
Extend is modernizing the $45 billion-per year extended warranty and protection plan industry using cutting edge technology, and top notch customer service.
Our API-first solution allows any merchant to offer extended warranties and protection plans, both online and offline, while also providing a merchant's end customers with a vastly improved and modern support experience that eliminates many of the issues customers face today with legacy underwriters.
We are a venture backed startup based in downtown San Francisco that is led by founders who have previously had multiple successful exit. Extend is simplifying the technology stack for the extended warranty industry, in the same way that Stripe did for online payments and Affirm did for consumer point of sale financing.
WHAT YOU'LL DO:
- You will have a unique opportunity to play a significant role in driving strategic growth for a Series A startup on a rocketship growth trajectory.
- Build and lead the Extend merchant success organization
- Support learning and career growth. Provide consistent and clear feedback for all members of the team.
- Ensure that all members of the team are working effective with merchants to meet or exceed quarterly business objectives
- Guide customer retention and expansion strategy, account segmentation, organizational structure, and customer strategy broadly
- Heavy emphasis on recruiting - ability to build trust, goodwill and credibility with potential hires at all levels is a must-have
- Coach members of the team, particularly on relationship management best practices and product education
- Consolidate and react to market feedback to drive innovation within the company
- Work with MSMs to compile, track, and share customer feedback, including escalation and/or intervention where needed
- Develop/implement framework for customer health and identifying and prioritizing highest value customers. Develop/implement strategies for increasing customer LTV
WHAT WE ARE LOOKING FOR:
- 8-12 years of SaaS customer success, management consulting, finance, or strategic operations with a digital product, including 3+ years managing others
- A curious, entrepreneurial leader with plenty of grit, analytical prowess, creative thinking, and initiative, who has a deep understanding of - and empathy for - our retail partners' different needs
- Experience in the Retail or Fintech landscape is a plus
- Ability and interest in thinking beyond the revenue organization. The ability to consider the challenges of other teams, and what's best for the business holistically, is essential
- Ability to communicate across the organization, especially to teams with less customer-facing experience
- A track record of recruiting, retaining, and promoting high performing individuals
- Empathy and humility
LIFE AT EXTEND:
- Working with a great team from diverse backgrounds in a collaborative and supportive environment
- Competitive salary based on experience, with full medical and dental benefits
- Stock in an early-stage startup growing quickly
- Flexible vacation policy
- Monthly team events outside the office
- Office located near Bart and public transit