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Full-Time

Global Head

Customer Success

Confirmed live in the last 24 hours

SendBird

SendBird

201-500 employees

Provides communication solutions for businesses

Consulting
Hardware
Consumer Software
Enterprise Software

Compensation Overview

$245k - $265kAnnually

+ Equity Program

Expert

San Mateo, CA, USA

Category
Customer Success
Customer Success & Support
Required Skills
Sales
Communications
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 with a subscription-based pricing structure, allowing 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

$220.8M

Headquarters

San Mateo, California

Founded

2013

Growth & Insights
Headcount

6 month growth

2%

1 year growth

-8%

2 year growth

-18%
Simplify Jobs

Simplify's Take

What believers are saying

  • The integration of advanced AI models like Solar LLM and partnerships with Upstage.ai enhance Sendbird's capabilities in AI-driven customer engagement.
  • Sendbird's new business messaging platform aims to reduce SMS costs by 30%, offering significant cost savings for businesses.
  • The launch of no-code AI chatbots tailored for SMBs opens up new market opportunities and makes advanced customer engagement tools accessible to smaller businesses.

What critics are saying

  • The competitive landscape in communication APIs is intense, with major players like Twilio and Nexmo posing significant threats.
  • Relying on third-party AI models for chatbot functionalities could lead to dependency issues and potential disruptions if partnerships dissolve.

What makes SendBird unique

  • Sendbird's comprehensive suite of communication APIs, including chat, voice, and video, offers a more integrated solution compared to competitors who may specialize in only one area.
  • The company's focus on providing no-code AI chatbot solutions makes it accessible for small-to-medium-sized businesses, unlike competitors that may require extensive technical resources.
  • Sendbird's global reach and ability to handle billions of interactions monthly set it apart as a robust and scalable solution for enterprises.