Fire Hydrant – Director of Customer Success – $190k / $225k – New York, USA

Job Description

About the role

FireHydrant is hiring a Customer Success leader to enable our team to exceed all of our customers’ expectations. We lead with empathy by working with our customers to take their business objectives as seriously as we take our own. And our customers are all over the map – we have customers ranging from fast-moving startups to large enterprises powering entire economies. As the leader of our Customer Success team, you’ll be directly responsible for the creation and implementation of our success strategy, as well as projects impacting our world-class customers. In addition, you’ll be responsible for growing and improving our existing Customer Success organization to bring the FireHydrant reliability platform to our always-expanding customer base at scale.

The work you’ll do

• Grow and empower the Customer Success organization, with a focus on enabling your direct reports to continuously learn, develop, and thrive professionally
• Design and build out processes for post-sale implementations of FireHydrant such as onboarding and training, allowing us to grow at scale
• Own the activation and monetization strategy for our customers
• Participate in high-priority customer calls to build trust in our brand
• Own customer engagement by managing and reporting on account health scores – and take action based on the data you’ve pulled
• Partner with sales leaders to create seamless customer journeys post-signature
• Collaborate closely with our Product, Design, and Engineering team to communicate product feedback, roadmap planning, and change event customer communications

We’re looking for

• Someone who enjoys innovating by iterating on ideas and processes to take them across the finish line
• Someone who is excited to develop a product-led growth CS enablement team
• Someone who is data-driven – you love to make decisions based on metrics
• Someone who thrives on helping customers – and sets the bar high for themselves and their reports in that regard
• Someone who strives to build trust and relationships with every interaction they have – both internally and externally with customers

About FireHydrant

FireHydrant is the only full-cycle incident management platform that drives reliability. It replaces siloed knowledge, disparate tools, and homegrown processes with a fully automated, customizable platform that makes it simple to efficiently and consistently respond to incidents — and ultimately, to learn from them. That’s why the world’s most innovative engineering teams — like Spotify, Snyk, and 1Password — choose FireHydrant to build and scale their incident management programs.

Backed by Menlo Ventures, Work-Bench, Harmony Partners, and Salesforce Ventures, our 50 (and growing!) team members are building the future of reliability from remote offices around the US. Join us.

Life at FireHydrant

• We’re remote-first with employees around the US, with our physical headquarters in NYC (Union Square)
• 1x per year we will gather in-person as a company; as teams, we gather another 1-2x per year, depending on the safety of such a gathering and have virtual events throughout the year
• We collaborate through Slack, Zoom, Notion, and Google Workspace
• Kind candor – we expect honesty delivered through kindness, first and foremost
• Transparency & equity – information is shared openly in Slack channels; we welcome ideas and contributions regardless of role or experience level
• We value building trust, acting with integrity, and continuously improving

Benefits

• 100% employer-paid health, vision, and dental premiums for the employee and 75% of dependents
• Unlimited vacation policy with a minimum requirement of three weeks off per year, with sustainable working hours and a healthy work/life balance
• Home office stipend: get your workspace set up in a way that works best for you
• 401k match

Compensation

FireHydrant believes that everyone should be compensated fairly and we strive for transparency within our organization and the industry. We set our salaries at the 75th percentile of pay for the San Francisco market using compensation data from hundreds of companies at our stage. Additionally, everyone in a given role is paid the same without adjusting for the locality. The annual salary for this position is $190,000 for Senior Manager or $225,000 for Director (we are open to either seniority and compensation is dependent on leveling).

Requirements: 

• FireHydrant requires that all newly hired employees are fully vaccinated against COVID-19, subject to reasonable accommodations provided based on medical need or religious belief.
• All employees must be able to show authorization to work in the US.

Note: FireHydrant is not working with agencies for this role.