Head of Customer Success

The Customer Success Organization at Pinterest delivers world-class customer support and services through operational excellence and technical expertise. This critical role will continue to delight our customers by streamlining our customer lifecycle and drive continuous improvement to scale, ultimately fueling our global sales efforts to grow in unprecedented ways.

Reporting to Global Head of Sales Solutions, you will lead a multi-faceted distributed team of full time and outsourced support team. Responsible for supporting the goals of our advertisers, merchants and creators, and building a sustainable way to provide insights from customer experiences. This leader will be an experienced leader who loves to coach and develop individuals, align with their strengths, and energetic and passionate with a strategic voice while enabling both customer and company success.

Global Head of Customer Success is a full-time position that will be managing globally distributed teams with a broad mix of contractor staff located internationally. This role will require some travel and can be based in multiple locations.

What you’ll do

Oversee all aspects of Customer Success teams, including Customer Operations, Ad Operations, Product Operations, Operational Excellence and other technical solutions and scaled support teams..
Manage large outsourced support teams in India and Europe, who support both our customer service and sales teams.
Provide world-class support experience to all customers of varying sizes, globally, across a wide range of customer needs.
Drive end to end improvements for customer onboarding, support and media management, and be the customer’s voice to our product & engineering teams.
Provide technical solutions to customers, partners & sales teams on integrations to drive execution through the adoption of new processes and tools to unlock sales productivity and customer satisfaction.
Establish and build relationships with cross-functional partners to enable a go-to-market strategy, including driving the adoption and learnings from new product alphas and betas.
Plan, implement, and optimize agile, scaled 24/7 support models, including utilizing outsourced workforces and knowledge base management.

Who you are

You thrive in ambiguous situations and operate effectively, even when things are not certain or the way forward is not clear.
You create systems that reinforce a culture of accountability; including being a role model who takes strategic action to ensure Pinterest meets its commitments.
You are a proactive problem-solver with strong business acumen who will jump right into complex cross-functional projects
You are an excellent communicator and proven people leader who ensures that your teams are inclusive of and leverages diverse experiences and backgrounds

What we are looking for

10-15 years of leading and growing a revenue-supporting globally matrixed and customer service-focused organization.
A strong operational leader to build a scaled operating model with people, tools, systems & processes improvements to drive efficiency and effectiveness across the customer lifecycle.
Set a firm strategy and plan to outline the large scale strategic initiatives with a critical focus on recurring revenue metrics to measure and monitor the success of the customer success team.
Prior experience with delivering technical solutions in high growth environments
Experience managing and evaluating global, multi-location outsourced vendor services.
Passion for Pinterest’s mission, supporting businesses, and improving the user experience for customers.
Empowers the team and leads with empathy and integrity.