What We Do...

PSPDFKit is on a mission to help developers deliver excellent software by building exceptional products and providing great support. We enable businesses to work smarter and faster, saving time and expenses along the way, and freeing developers to focus on building great products.

PSPDFKit is, at its core, a company that creates solutions by and for developers. To do this, we hire curious, creative, communicative, and collaborative people. We’re a highly cross-functional organization, and we’re committed to tackling challenging problems — like designing powerful functionality available with easy-to-use APIs — so that our customers don’t have to.

What you will do...

We are growing rapidly and are building out our Customer Success (CS) team to help advise and guide a wide variety of customers, ensuring they successfully adopt and widely utilize our offerings, quickly realizing value from PSPDFKit and its portfolio of offerings (OPRALIS, Aquaforest, and Muhimbi). Our Customer Success Representatives (CSRs) work closely with customers to confirm their business needs and challenges, and partner with them on how best to use our offerings to solve their real-world problems.

We are looking for a leader to drive best practices through this organization and bring a world-class experience to our customers with their use of our software. Working closely with our Sales Team Members, our CS team identifies ways that existing customers can improve their use of PSPDFKit or uncover new uses for PSPDFKit, creating a better experience for millions of end-users and the myriad of use cases we serve. Our CSRs are also responsible for securing the renewal of existing customers’ subscriptions, so the Head of Customer Success will focus on ways to reduce churn, while also partnering with Sales to identify ways for customers to expand into new use cases and/or help customers scale their usage.

Part leader, part coach, part consultant, and part product specialist, our Head of Customer Success will guide this team to help the company achieve its goals by helping our customers realize their full value from our offerings.

What You’ll Do

• Execute, refine, and improve our existing Customer Success Program
• Design, then execute a customer segmentation strategy for optimal coverage
• Work with Operations and Support to build a proactive monitoring system to identify opportunities where CS needs to engage to ensure customer satisfaction and value realization
• Guide and coach CSRs to deliver proactive customer success processes and adequate customer outreach
• Lead the effort of consolidating and migrating customer renewals to our latest subscription models and corresponding terms and conditions
• Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty and retention
• Identify common customer challenges in order to recommend better approaches to solve their pain
• Collaborate with our Sales Team to identify and drive growth of the install base through expansion / up / cross sells of additional products
• Directly impact the development roadmap of PSPDFKit’s offerings by helping to translate our customers’ business needs and product requirements into feedback that can be used by the Product team
• Help drive customer references and case studies

About You...

• 5 or more years of managing a customer facing team of either Customer Success Representatives or a quota carrying Sales team
• 7 or more years of relevant work experience in customer-facing customer success, account management, or strategic consulting organization.
• Self-motivated, proactive leader with innovative ideas to inspire customer loyalty and product adoption
• High sense of ownership and the ability to work autonomously
• Strong interpersonal skills and experience building strong relationships
• Proven track record of highly-professional customer service in a fast-paced, dynamic environment
• Diplomacy, tact, and poise under pressure when working through customer issues
• Bachelor’s Degree
• Fluent English speaker (multilingual is a huge plus)

About Us...

PSPDFKit is the leading document processing and manipulation platform for developers and enterprise businesses. Our customers use our offering for creating, editing, signing, and collaborating on documents in their applications across mobile, Web, and all major platforms. Nearly a billion end-users in over 150 different countries rely on PSPDFKit every day including industry leaders like Dropbox, DocuSign, SAP, IBM, Volkswagen, Fabasoft, Wolters Kluwer Deutschland, and the European Patent Office.

In 2021, PSPDFKit announced its first strategic growth investment led by Insight Partners, a New York-based global venture capital and private equity firm focused on growth-stage software and technology companies. Insight’s investment, which totals more than $115 million, is being used to accelerate product growth, sales & marketing efforts, and fund strategic acquisitions, further expanding the capabilities of PSPDFKit’s highly adopted document processing platform.

We Value...

Continuous Improvement — We are continually growing and adapting as a company and as individuals; we believe the best is yet to come. We aim to learn from our mistakes, streamline our work, and remain accountable to each other.

Feedback — We value honest feedback, open collaboration, and relying on one another to continuously improve. We’re committed to listening to new ideas, being open to failure, and allowing ourselves to change our minds.

Transparency — We default to transparency in communication. We believe the ego doesn’t belong in the workplace, and that being open and honest in our communication builds and solidifies trust. We don’t shy away from the hard questions, and we welcome the opportunity to be candid.

People — We believe it’s always about people: our people and our customers. We care about each other, trust one another, and are excellent to each other. We’re committed to going out of our way to help our colleagues become the best version of themselves — personally and professionally.

Creativity — We understand the world is constantly changing, so we’re on a mission to explore, experiment, and readily embrace the latest technologies. We support each other in our curiosity and creativity, because we know it unlocks empathy and enables new ways of thinking.

Character — We care about quality and we aim to get things done the right way. We believe it’s our responsibility to make the world a better place, and our commitment to helping the environment means reducing waste and coming up with creative solutions for replacing paper processes.

PSPDFKit is an equal opportunity employer with people from many different cultures and countries. We celebrate diversity and are committed to building a team that represents a variety of backgrounds, skill sets, perspectives, as well as providing our employees with a work environment free of harassment.

We do not discriminate on the basis of race, color, religion, age, marital status, national origin, ancestry, physical or mental disability, medical condition, sexual orientation, gender identity or expression, or any other non-merit factor. We’d especially love to receive applications from individuals who are underrepresented in the tech industry.