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Head of Customer Success

 

Head of Customer Success

  • San Francisco, California, United States
  • Chicago, Illinois, United States
  • New York, United States
  • Sales > International Midmarket & SMB Sales

About Pinterest

Millions of people across the world come to Pinterest to find new ideas every day. It’s where they get inspiration, dream about new possibilities and plan for what matters most. Our mission is to help those people find their inspiration and create a life they love. As a Pinterest employee, you’ll be challenged to take on work that upholds this mission and pushes Pinterest forward. You’ll grow as a person and leader in your field, all the while helping users make their lives better in the positive corner of the internet.

 

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.

 

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Get to know us:

Our mission

Hear what CEO Ben Silbermann has to say about how Pinterest chooses to do the right thing on the internet.

Supporting our Pinners and Pinployees

Since COVID-19 upended life as we knew it, Pinners began using Pinterest differently than before, and Pinployees have a drastically new set of needs. Learn more about our response to and support of these new priorities, with well-being and self care at the forefront. 

Our commitments to inclusion and diversity

We are listening and acting. Read about the actions Pinterest is taking to increase inclusion and representation on our platform and at our company, and our commitments in support of other organizations. 

Our Employee Resource Groups

Pinterest is home to 10+ ERGs, hear from them on how they're inspiring and staying inspired at Pinterest.

What's new on the platform

Want to stay up to date on what Pinterest is up to? Check out our Newsroom!

We’re looking for all kinds of people


To build an app that’s used and loved by people all around the world, we need a team with all kinds of different perspectives, experiences and backgrounds.

To put it legally: Pinterest is an equal opportunity employer and makes employment decisions on the basis of merit. We want to have the best qualified people in every job. Pinterest policy prohibits unlawful discrimination based on race, color, religion or religious creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, age, marital status, status as a protected veteran, physical or mental disability, medical condition, genetic information or characteristics (or those of a family member), or any other consideration made unlawful by applicable federal, state, or local laws. It also prohibits discrimination based on a perception that anyone has any of those characteristics, or is associated with a person who has or is perceived as having any of those characteristics. All such discrimination is unlawful. Pinterest is committed to compliance with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of Pinterest and prohibits unlawful discrimination by any employee of Pinterest.

Pinterest is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at accessibility@pinterest.com.

Pinterest will consider qualified applicants with arrest and conviction records for positions in accordance with the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance Ordinance, and other applicable state or local laws.

Pinterest also participates in the E-Verify program in certain locations, as required by law. See https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf and https://www.e-verify.gov/sites/default/files/everify/posters/IER_RighttoWorkPoster.pdf