Menlo Park, California, US
Facebook's mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we're building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. Whether we're creating new products or helping a small business expand its reach, people at Facebook are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities - we're just getting started.
We are looking to hire an experienced enterprise SaaS customer success leader for our mid-market and enterprise focused B2C messaging business. The customer success leader will be responsible for expanding use case adoption, increasing spend, and driving renewals for customers live on our platform. This is a new function for WhatsApp and you will be responsible for setting the vision, building the team (from scratch), and working with cross functional teams to accelerate the business. Today, the team is scoped across three focus areas: (1) high touch enterprise success, (2) outsourced mid-market success, and (3) digital long tail success, although we expect this leader to help us further refine the vision. The leader will then lead the team to execute across these three areas. The ideal candidate will have strong experience leading enterprise SaaS/API customer success with a proven track record of delivering against goals/quota. This person needs to have a leadership role for customer success at a best in class enterprise company serving Fortune 2000 companies globally, while being able to roll up their sleeves and build the strategy, model, and team from scratch. We currently have 30 HC allocated for this function to begin hiring in late Q4 which will either directly report or dotted line report into this leader (direct line into the regional GMs). Candidates should have a demonstrated ability to think strategically and analytically about business, product, and technical challenges, with the ability to build and convey compelling value propositions, and work cross-functionally to build consensus. We are looking for candidates that are creative, aggressive and looking to help our customer adopt new cases ultimately driving a meaningfully higher NRR.
Seasoned revenue generation track record driving enterprise customer success via direct clients and channel sourced clients (partner handles selling motion)
A rolodex of the team members you want to hire
Passionate client champion who can provide world-class relationship development and thought leadership across our client base to increase revenue and drive incremental business opportunities
Work cross functionally with sales leadership, regional sales GMs, and our cross functional teams (marketing, product, ops, etc.)
15+ years of enterprise SaaS customer success experience
A business leader with experience driving influence and build relationships with decision makers across all levels of WhatsApp and Facebook
Experience formulating a customer success vision, strategy, and execution plan
Proven history of exceeding customer success goals and quotas
Experience forecasting channel revenue accurately leveraging CRM skills
Experience working with third party outsourced team for mid-market coverage
Experience leveraging digital channels to drive customer success for the long-tail
Analytical skills to determine which programs work and insight to build on that experience
Up-to-date on the trends and market leading companies in business messaging