Full-Time

Global Head

Customer Success

Posted on 8/2/2024

SendBird

SendBird

201-500 employees

Business communication tools for engagement

Consumer Software
Enterprise Software

Compensation Overview

$245k - $265kAnnually

Senior, Expert

San Mateo, CA, USA

Employees must be within an hour's commute and gather in the office three days per week.

Category
Customer Experience
Customer Success
Customer Success & Support
Customer Success Management
Sales & Account Management
Requirements
  • 10+ years in customer success, with a focus on enterprise customers in the software industry, preferably in API or communications technology.
  • Excellent verbal and written communication skills, capable of engaging with customers and internal stakeholders at all levels.
  • Experience with global customer engagement and willingness to travel internationally as required.
Responsibilities
  • Develop and implement strategies to align the Customer Success organization to company goals and objectives.
  • Manage and develop a global customer success team, ensuring alignment with company goals and fostering a culture of excellence.
  • Oversee the renewal process, collaborating with sales teams to ensure accuracy in forecasting and accountability in renewals management.
  • Build alliances across teams to improve processes and drive the company's value proposition, enhancing customer conversations and ensuring cohesive engagement.
  • Meet regularly with enterprise customers to develop and execute tailored success strategies.
  • Lead the continued implementation and growth of a program to enhance support for Sendbird’s lowest tier of customers, focusing on scalability without increasing headcount.
  • Provide leadership to the customer support team, stepping in on escalations and driving improvements in processes and scalability.
  • Develop, maintain, and socialize resources (e.g., decks, templates, scripts) to enable the team, particularly focusing on our green verticals.
  • Monitor and analyze customer health metrics to identify risks and opportunities for proactive intervention.
  • Gather customer feedback to drive product improvements and advocate for customers within the company.
  • Utilizing customer success management platforms and tools to streamline processes and improve efficiency.
  • Regularly participate in customer engagements and internal meetings in the APAC/EMEA regions, including international travel, 1-2 times per quarter.

Sendbird provides communication solutions for businesses, focusing on enhancing customer engagement through chat, voice, and video functionalities. Its main products include Sendbird Chat, which is a chat API that allows businesses to integrate real-time messaging into their applications, featuring message moderation and offline messaging. Sendbird Calls offers high-quality voice and video interactions, while Sendbird Desk provides an embedded support solution for customer assistance within applications. Unlike many competitors, Sendbird operates on a B2B model, offering subscription-based access to its services, which allows for scalability as client needs grow. The goal of Sendbird is to improve customer interactions and support for businesses across various industries.

Company Stage

Series C

Total Funding

$265.5M

Headquarters

San Mateo, California

Founded

2013

Growth & Insights
Headcount

6 month growth

0%

1 year growth

-2%

2 year growth

0%
Simplify Jobs

Simplify's Take

What believers are saying

  • Sendbird's no-code AI chatbot taps into the growing demand for easy-to-deploy solutions.
  • The integration with major AI models positions Sendbird as a leader in AI-driven engagement.
  • Expansion into in-app business messaging offers a competitive edge by reducing SMS costs.

What critics are saying

  • Increased competition from providers like Twilio and Agora could impact market share.
  • Privacy concerns over AI model integrations may lead to regulatory scrutiny.
  • Economic downturns could reduce client spending on communication tools, affecting revenue.

What makes SendBird unique

  • Sendbird offers a comprehensive messaging API with chat, voice, and video capabilities.
  • The company provides a no-code AI chatbot solution tailored for small-to-medium-sized businesses.
  • Sendbird integrates with leading AI models like Solar LLM and OpenAI's ChatGPT.

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Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Health Savings Account/Flexible Spending Account

Unlimited Paid Time Off

401(k) Retirement Plan

401(k) Company Match

Parental Leave

Wellness Program

INACTIVE