OffSite – Client Success Lead, US

Job Description

Why Offsite?

While there are many benefits for employers and employees alike in working remotely, running any company is challenging enough, let alone a remote-first organization.

Offsite (www.joinoffsite.com) is helping create more engaged, connected, and empathetic workplaces of the future by allowing People Leaders at high-growth tech companies to easily plan, manage, and follow-up after team retreats and other types of Offsites. We are currently closing our seed round, further fueling and funding our vision to become the leader in this space.

Offsite is looking for 2-3 new Client Success Leads who are ready to deliver world-class experiences to our clients today, with an eye for transitioning from 100% service-based solutions to a blended services and software offering over coming years.

This is a unique opportunity to:

👉 join a VC-backed startup as one of our first full-time employees

👉 work wherever you want, however you want (so long as you have exceptional WiFi connection), with invitation to quarterly team retreats and other fun Offsites we’re planning for our team and our clients

👉 build a network of GMs and operations leaders at award-winning hotels around the world, as well as other vendors like activity providers, photographers and videographers, caterers and chefs, etc to serve our Offsite clients

👉 work with Chiefs of Staff, Chief People Officers, Chief Culture Officers, EAs, and other People Leaders at some of the world’s top startups, publicly-traded companies, and agencies

👉 and so much more!

Overview of Responsibilities:

We are looking for someone with experience working in startups, managing multiple client accounts, and planning corporate events (ideally team retreats and Offsites).

You should have 3-5 years of experience running corporate events of 20-250+ people, or more, including project management of (or servicing) dozens of events in different stages of planning, at once.

You will interface between multiple departments, including our Sales, Marketplace, and Product/Engineering, to ensure that Offsites are run smoothly for our clients and lead to high NPS scores as well as maximum marketplace revenue.

Additionally, you should have some experience working remotely and asynchronously with part-time contractors, who will serve as the “production” arm of your work at Offsite, while you focus most of your energy on Account Management and thought leadership.

This job won’t be easy, but the work is meaningful, and both our clients (ie companies planning Offsites) and our partners (ie the hotels, facilitators, photographers and videographers, caterers and chefs, etc), are some of the “best in the world” at what they do.

What You’ll Actually Be Doing:

Account Management and Development

• Manage up to 10-15 clients at various stages of planning their Offsites, which includes:
  • leading clients through our end-to-end Offsite planning process as a domain expert,
  • suggesting and selecting curated options for sessions, activities, meals, and more with support from contractors and the Head of Client Success, whom you’ll report to
  • holding clients accountable to decision-making timelines, according to our best practices (which are ever-evolving)
  • keeping an eye on renewal / upsell efforts (in collaboration with our Sales team) and creating raving fans in our clients.
• Facilitate weekly touchpoints and have frequent communication with your clients to help build trust and adopt a deep understanding of the client’s needs and goals for their Offsite(s)
• Overseeing the creation of materials for clients, and presenting such information to clients to aid with decision-making regarding venue selection, budgeting, agenda creation, etc)
• Occasionally travel for in-person site visits as required for enterprise-level clients
• Collaborate with our Sales team to deliver Final Reports to clients upon completion of their Offsites in an effort to upsell clients to our multi-Offsite “cadence plans”

Project Management

• Continually update Asana (daily) as progress is made on each Offsite
• Delegating “production” work to various contractors and tracking the hours required to manage each account, rolling up this information to the department leader
• Coordinating weekly on project workloads, as well as daily async check-ins with team members to ensure timelines are met for all clients
• Coordinating weekly with the Client Success department to ensure we are properly staffed to manage incoming Offsites, especially those planned for 100+ people and/or paying a premium for our assistance
• Assist in training and performance management of department contractors

SOP Creation and Company Innovations

• Learn through informational sessions and self-teaching to learn the ins and outs of software tools like Hubspot, Notion, Asana, etc
• Participate in building and maintaining templates, knowledge hub resources, help desk / support ticket responses, and more in an effort to continuously automate and improve the Client experience
• Document requests for new features, templates, service offerings, and more to assist the Product and Engineering teams

What You’ll Need:

• A combined 3-5 years experience (or more) in:
  • planning and executing corporate events (ideally team retreats or Offsites) of 20-250+ people
  • luxury travel and hospitality, where you have collaborated with high-end clientele and vendors
  • project managing dozens of team members (some full-time, some contractors)
• Entrepreneurial thinking and background strongly preferred
• Venture-backed startup experience strongly preferred
• Experience with managing HubSpot CRM, Notion, Asana and other software platforms, or demonstrated ability to learn new tech quickly
• Strong written and verbal communication skills
• Ability to listen critically, adapt quickly, and notice the small details. When you email Offsite to apply for this role, please share your favorite 3 road trip songs in addition to your resume and cover letter.
• Excitement around joining an early-stage, VC-backed, high-growth technology startup and the opportunity to hyper-charge your career development
• Demonstrated coachability, humility, and motivation
• Grit – you’ll need to focus on results, and not obstacles, for sometimes-demanding clients
• Demonstrated accountability and responsibility in all endeavors
• Solution orientation with a growth mindset
• This role is fully remote and will require occasional travel (ie. quarterly offsites with the team, conferences, site visits, etc)

Reading over the role description and feeling like you don’t check every box?

Have no fear…If you think you have what it takes but don’t necessarily meet all the criteria, please apply—you could be exactly who we are looking for!

About Offsite:

Offsite (joinoffsite.com) provides our clients (ie high-growth companies) with stress-free, end-to-end team retreat, client-facing, and other “offsite” planning.

We also provide our partners (ie hotels, meeting spaces, and other types of vendors) with new sources of revenue while saving them time on marketing and fulfillment of their services.

Our clients include YC-backed, Inc 5000, and venture-funded companies, as well as soon-to-IPO tech unicorns, global consulting firms, publicly-traded companies, and venture capital firms.

Our team is a “Meeting of the Minds” encompassing serial entrepreneurs with something to prove, who also lead well-rounded lives and care deeply about our work.

Visit https://www.joinoffsite.com/about to meet the team :).

We’re backed by Forum Ventures, Automattic (makers of WordPress and pioneers in remote-first work), and 50+ “value-add” angel investors including the co-founders/CEOs of Gainsight, Vendr, Bbot (acquired by DoorDash), Convene, as well as the 13th employee at Airbnb and various clients turned investors.

We are building a company to serve the needs of our clients and partners for decades to come, as the future of work continues to take shape, and with this hire we are looking to find a founding team member who is excited by the promise of #startuplife.

Comp and Benefits:

The starting salary for this role is $70,000 USD, plus benefits provided through Rippling and various perks as outlined below. You will also be eligible for equity options in Offsite.