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 exits.
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.
Roles & Responsibilities
- 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 Look For
- 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
- 8-12 years of SaaS customer success, management consulting, finance, or strategic operations with a digital product, including 3+ years managing others
- 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
Benefits & perks:
- Working with a great team from diverse backgrounds in a collaborative and supportive environment
- Experience at a rapidly growing startup and support for upward career trajectory
- Flexible work from home
- Competitive salary based on experience, with full medical and dental benefits
- Equity in an early-stage startup growing quickly
- Flexible vacation policy
- Monthly team events outside the office
- Office located near Bart and public transit
- Friendly parental leave policies