Head of Member Care

Company	HoneyBook
Location	San Francisco, CA, USA, New York, NY, USA
Salary	$240000 – $250000
Type	Full-Time
Degrees
Experience Level	Expert or higher

At least 10 years leading and scaling customer-facing organizations encompassing a mix of customer support, customer success, account management, and related teams.
Experience within SaaS or fintech environments.
Proven track record of developing and executing customer success strategies that drive retention and growth.
Strong analytical and strategic thinking skills, with the ability to interpret data to inform business decisions, improve customer service quality, efficiency, and cost-effectiveness.
Excellent interpersonal and communication skills; capable of building relationships with both customers externally and stakeholders internally, and influencing cross-functional teams.
Experience navigating high-growth environments and adapting strategies to meet evolving customer needs.
Experience working with SMBs or smaller customers.
Proven experience leading and managing high-performing customer care teams.
Strong problem-solving and conflict resolution skills, with the ability to lead customer teams through escalated customer issues and complex service challenges effectively.
Passionate about delivering remarkable customer experiences that maintain a human touch while implementing smart AI-native experiences.

Formulate and implement a forward-thinking customer care strategy that aligns with the company’s growth objectives, prioritizing customer onboarding, retention, satisfaction, and potential value expansion.
Design and optimize the end-to-end customer journey, from onboarding to ongoing engagement, ensuring that each touchpoint adds value and enhances the customer experience.
Leverage data analytics to identify trends, assess customer needs, and drive strategic initiatives aimed at improving customer outcomes and satisfaction metrics.
Collaborate closely with product and marketing teams to integrate customer insights into product development and marketing strategies, ensuring our offerings meet evolving customer demands.
Explore, design and launch new customer offerings HoneyBook currently does not provide.
Build a high-performing customer care organization by fostering a culture of strategic thinking, empowerment, and continuous improvement among the team.
Establish and promote industry best practices for customer engagement and success, ensuring the company remains a leader in delivering exceptional customer experiences.
Engage with key internal stakeholders to cultivate relationships, gather insights, and ensure alignment on customer success initiatives.