Customer Success Lead at Milk Moovement

ABOUT THE COMPANY Milk Moovement is a remote/hybrid team of more than 45 diverse employees working to provide our clients with actionable intelligence to everyone involved in delivering milk to your favorite grocery store. Our systems are presently responsible for managing over 10 percent of all milk produced in North America… and we are not stopping there!  

We are a young VC-backed company experiencing significant sales and team growth across North America.

We're adding to our team as we prepare for another round of significant growth in 2022. We're seeking people who think differently, innovate, and want to make an impact. Join us for an exciting career in a supportive, fun and inclusive environment. Check us out on Twitter, Instagram, LinkedIn, and our home page (@milkmoovement) to learn more.

THE JOB We’re seeking a numbers-driven Customer Success (CS) Lead to oversee our growing CS team. The CS Lead plays a critical role as an advocate for Milk Moovement’s clients and serves as their primary contact for their support and training needs. The CS Lead will oversee a team of CS Specialists and Analysts. The ideal candidate will demonstrate a proven ability to refine processes and procedures to support our clients. The CS Lead will also be responsible for setting, monitoring, and improving key metrics. Here are some other examples of things you will do: - Own internal procedures documents: build processes that scale and improve client experience - Team collaboration: work closely with internal teams and external partners to align priorities - Set, monitor, and improve key CS metrics: ensure constant improvement of the CS experience - Advocate for our clients:  put our clients first - always

WHAT WE ARE LOOKING FOR Milk Moovement seeks to have a diverse, inclusive, team-oriented, and curiosity-driven herd. Our CS team lives up to our core values, and we expect you will be excited to do so as well. You must have prior CS lead or management experience and extensive experience with tools like Intercom, Notion, Excel, Slack, Gsuite, and Zoom, but experience working in the dairy industry is not required! We will teach you all there is to know about the industry beginning with our Dairy 101 course. It is definitely more complicated than you think and that is why we do what we do! You will likely have been working in a client facing SAAS environment for 2+ years, but we are more interested in the how rather than the how long. Previous experience working in relationship or account management would be a major plus, but it is not required.

STAND OUT Want to stand out? Send us a <60 second video describing why you're perfect for the role as a link or file upload below. A little camera shy? No problem. Send Aaron Clay a direct message on LinkedIn detailing in 500 characters or less why you're well suited for the herd!

WHAT WE OFFER 🐮 Competitive salaries - we’re constantly reevaluating market trends to ensure we meet or exceed industry standards. 🐮 Unlimited paid vacation and flex time - unlimited vacation can be vague and difficult to track; we strongly encourage everyone to take at least 2 weeks off per year plus public holidays. The rest is up to you. 🐮 Enhanced health & dental coverage. 🐮 Equity - stock option plan on a standard 4 year vesting schedule with 1 year cliff. 🐮 Remote work environment - work from wherever you want or from one of our hubs in Halifax, St. John’s or Minneapolis. 🐮 Flexible hours - night owl or early riser? No problem. 🐮 Tools - need the latest and great software to perform more efficiently? Ask and you shall receive. 🐮 Retreats - Coming soon! (when it is safe to do so) 🐮 Monthly guest speakers - from shark trainers and graffiti artists to astronomers and sandwich aficionados. The more unique, the better.

ABOUT OUR CULTURE 🥛 We’ll drop everything to ensure our customers feel supported. 🥛 Transparency is ingrained in everything we do. 🥛 Respect is paramount. 🥛 We win and lose as a herd - lessons learned are equally as important as the wins. 🥛 We’re all in this together - our company wide thirst for knowledge is unquenchable. 🥛 Want to learn a bit more about what makes us moo-nique? Check out our About Us page for company mission, purpose, and values. 🥛 Did we mention we love puns?!

HOW TO APPLY  Send your resume via our Careers page and don’t forget to fill out our Get To Know The Candidate form; we love hearing what your favourite dairy products are! For bonus points, send the hiring manager or member of our people team a brief LinkedIn message explaining why you’re interested in the position.

We conduct remote interviews always. This role is flexible given the candidate's location and work preference and we’ll work closely with you as we understand every person has unique circumstances.

At Milk Moovement, we are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.