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About the Role

This role is a unique opportunity to be a part of the early Rec team and help define the operations, business strategy, and culture of the organization. You will work closely with best-in-class operations, sales, product, and engineering leaders across the company. You will primarily be responsible for managing everything it takes to make our largest and most complex enterprise-size city partners a success. This includes joining sales pursuits for enterprise clients as our implementation and product expert, leading implementations, and managing relationships with senior city officials. You will also act as a voice internally within the company advocating for the product and operational needs of our largest and most complex customers. This is a role for the client operations “athlete”, a voracious learner that wants exposure to all aspects of our B2B SaaS business and is relentlessly resourceful in achieving their goals. You should have experience managing senior clients and comfortable driving results across long term and complex projects. This is a strategic role and we will give you both the freedom and responsibility to become the domain expert trusted to make the right calls. However, this is also a hands-on early stage role where strategic insight comes from putting in the execution work yourself.

Responsibilities

Onboard, retain, and grow customer accounts, leading the onboarding of new cities, managing relationships with existing partners, and strengthening customers’ engagements with Rec through renewals and expansion.
Own the customer relationship with cities, serving as a trusted advisor and partner to executive and senior leadership across various functions.
Build the customer success processes and playbook, setting the standard for an excellent customer experience and building the playbooks and processes to support this experience for your customers.
Synthesize, prioritize, and share learnings cross-functionally to shape product and business decisions, working closely with product and sales to distill learnings, clearly synthesize and prioritize them, and work with internal stakeholders to translate them into targeted improvements.
Directly shape the product development and sales targeting processes.

Requirements

7+ years working in Customer Success at a tech company or startup, at a top consulting firm or finance firm, or a combination of both.
2+ years experience managing clients at the enterprise level (large corporate or government clients).
Strong client-services experience, remaining calm under pressure in front of senior client stakeholders and managing key relationships.
Strong communication skills, able to crisply communicate actionable data-driven insights and pitch tailored solutions.
Strategic problem-solving ability, able to break down ambiguous problems and apply a first principles approach.
Exceptional project management skills, able to juggle multiple complex projects and reprioritize quickly.
Entrepreneurial spirit with a high degree of drive, energy, and passion for creating and managing world-class operational processes.
Scrappy and resourceful, always finding a way to make things happen.

Location

San Francisco

Work Type

Hybrid
In-person

Experience Level

Senior

Salary/Compensations

$170,000–$190,000 base + meaningful equity

Benefits

Flexible PTO
Top-tier health/dental/vision
401(k) plan

About the Company

Rec (rec.us) is reimagining how the world plays, trains, competes, explores and gets outside, with a mission to empower the entire recreation community to thrive.
Booking a tennis court, signing up for swim lessons, or competing in a rec league should not feel like filing taxes.
Partnering with parks & rec departments, golf courses, campgrounds, gyms and more to transform a $105B industry.
Redesigning recreation from the ground up for the mobile-first, AI-powered world.
Utilizing AI to simplify registration flows, auto-schedule recreation departments, and empower staff to improve programming.
A small team with outsized ambition, having built products and led teams at places like Google, Amazon, Uber Eats, MasterClass, The Athletic.
Culture is fast, focused, and full of pride, with high standards, low egos, and spicy Slack memes.
Values: Be Relentless, Win Together, Take Pride.