VP, Customer Success Platform Services

San Francisco, CA

WHO WE ARE

Kinship is here to help everyone pet parent like a pro. Why? Because our pets make us better humans, and we owe them the best possible care. As the premier partner to a new generation of pet parents, we use our data, products, and services to help people be the best pet parents they can be. And we unite changemakers in pet care to break down barriers, open new doors, share insights, and advance our collective knowledge. All so we can reimagine the pet parenting experience, up people’s confidence, and help the world find better ways to care.


Kinship is a coalition that includes:

  • Adopt-a-Pet, the destination for finding homes for homeless pets; we help animal shelters, humane societies, SPCAs, pet rescue groups, and pet adoption agencies connect their homeless pets to millions of adopters a month 
  • Our world-leading Wisdom Panel™ genetic health screening and DNA testing for dogs
  • The award-winning Whistle™ GPS dog tracker and health monitor
  • Pet Insight Project, our ground-breaking science team that uses AI to turn billions of data points into actionable insights
  • VETINSIGHT™ which gives modern pet parents the veterinary and wellness guidance needed to make smarter, more informed health decision for their pets.
  • The Wildest, the destination that helps pet parents keep their cool in the wild world of pet parenting
  • GoodFriend, our recently-launched marketplace for all your pet’s people
  • PetStory, our platform that curates top services for pet parents in Russia
  • FluffyGo, the mobile-first platform is a one-stop solution for science-minded pet parents in China 
  • LEAP VENTURE STUDIO, our accelerator that supports innovators and start-ups, allowing Kinship to bring new solutions to pet parents


Together, these teams and more work to set new standards in pet care. And, as a part of Mars Petcare, they work to create a better world for pets. Learn more at www.kinship.co


OUR CUSTOMER SUCCESS TEAM 

The Senior Customer Success Director is responsible for building and leading a team that drives a positive and memorable pet parent and Kinship partner experience. They are obsessed with driving trust with pet parents and partners by delivering personal, timely and credible proactive information and support through the pet parent journey. You will be the primary champion of the pet parent and partners journey, and will work closely with our Platform cross-functional teams that include supplier outreach,product, tech, marketing, and business teams to build services and processes that anticipate our pet parents’ and partners’ needs across all touchpoints with Kinship.  


HOW YOU’LL HELP EVERYONE PET PARENT LIKE A PRO

  • You have a vision for how Customer Success within Platform Services should be, and are able operationalize this vision
  • How do we meet the needs of our rapidly growing pet parent base and how do we “surprise and delight” them?
  • How do we do the same for our service providers/partners? 
  • Own the plan to deliver the vision and be accountable for delivery of metrics; instill continuous improvement for this function through data-informed decision-making and process design
  • Develop and implement a pet parent support strategy enabled by appropriate processes, culture, and tools 
  • Maintain and upgrade the best tech supporting tools to meet pet parents and partners’ needs
  • Ensure the organization is set up to deliver agreed-upon KPI targets related to pet parent/partner satisfaction, efficiency, etc. 
  • Provide a feedback loop to key departments like Commercial, Product, Marketing, Tech
  • You are a passionate, highly-committed leader who can deliver on the Platform Services strategic objectives and have a track record of transforming and influencing across various functional business units (Sales, Engineering, Marketing, and Product teams) to put pet parents' and partners’ optimal experience first 
  • Lead the Kinship Customer Success organization (focusing on GoodFriend and TheWildest business)overseeing an internal team of experts focused on pet parents, and a separate team focused on our partners/providers (small- and mid-sized business owners on GoodFriend, for example) 
  • You will foster a Pet Parent-centric approach by championing effective org design, leveraging a unique expertise in the team, and creating a learning environment for associates at all levels. 
  • Build, develop, onboard, and retain a best-in-class pet parent/partner success team with a focus on performance improvement. 


THE PRO WE’RE LOOKING FOR

As Kinship people, we have three pillars that set out how we aim to be--in our everyday work, and in how we approach each other. We call these our Cultural Pillars. In all of the roles that we hire for, we look for people who are Optimistic, Purposefully Inquisitive, and Open to All. And for this role, you’ll need these skills to knock it out of the dog park:


LEADERSHIP COMPETENCIES:

  • You Have Courage: a willingness to bring forth a new idea, engaging others across Kinship to support you, and taking risks and action will full accountability
  • You Learn at Pace: a consistent and fast work ethic to meet growth goals, and the ability to evolve and pivot quickly from what you’ve learned
  • You Value Difference: a genuine belief in inclusion and diversity is in your DNA, and it shows up in your work, and how you work. 


TECHNICAL SKILLS:

  • 5-10 years of experience leading Customer Success at a B2C or B2B company

 

JOIN OUR PROS!

  • Unique opportunities for a customizable career within pet care
  • A super collaborative, flat work environment with direct access to our senior leadership team
  • Work from the hottest cities across the world
  • Dog-friendly workplaces 
  • Medical, dental, vision, 401k match, and pet benefits for you and your family
  • Unlimited paid time off 
  • Flexible work opportunities 
  • Parental leave for the birth or adoption of your new human child (and fur baby)
  • Discounts on pet products, services, nutrition and veterinary wellness plans
  • Welcome kits with pet merch & Kinship swag
  • An extensive onboarding program with a chance to meet all of our leaders across Kinship

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