SUPERHUMAN 

• The fastest email experience in the world
• Loved & adored: see what our customers say
• Our customers get through their inbox twice as fast; many see inbox zero for the first time in years.

Come shape the future of email, communication, & productivity!

BUILD LOVE

At Superhuman, we deeply understand how to build products that people love. We incorporate fun & play; we infuse magic & joy; we make experiences that amaze & delight.

It all starts with the right team a team that deeply cares about values, customers, & each other.

CREATE MASSIVE IMPACT

We're not solving a small problem, & we're not addressing a small market. We're going after email; the one activity that consumes more of our work day than any other.

Our ambition doesn't stop there. Next: calendars, notes, contacts, tasks. We are building the productivity platform of the future.

DO THE BEST WORK OF YOUR LIFE

We have created the frameworks for how to build product market fit & redefined the narrative of how to onboard customers successfully. We have shown the world its possible to build a premium productivity brand. Our investors include Andreessen Horowitz, First Round Capital, IVP, Tiger Global Management, Sam Altman, & the founders of Gmail, Dropbox, Reddit, Discord, Stripe, GitHub, AngelList, & Intercom.

Our latest financing was led by IVP, & we welcomed Ajay Vashee to our board. Our prior financing was led by Andreessen Horowitz, & we welcomed Marc Andreessen & David Ulevitch to our board.

This time, were swinging beyond the fences & fundamentally rethinking how individuals & teams should collaborate. We are building a household brand & a worldwide organization. We are here to do the best work of our lives, & we hope you are too.

ROLE

Outcome # 1: Engage, retain & grow Individual & Self-Serve customers at scale

• Small teams customers get more & more value from Superhuman over time, through expanding to more team members & using the product more in-depth (and adopt addon products & higher tiers once we offer them).
• Partner with our Head of Marketing & Product Teams to continue to refine our best-in-class customer experience at scale.
• End-users activate & get the full value of Superhuman through a relevant & diverse set of assets (from one to one coaching to scaled program) to help them.
• Set the bar & continue to raise it for the industry of world-class customer support (delight) quality & speed of service at scale.
• Constantly push the thinking of what great is & lead the implementation cross-functionally.
• Maintain reasonable cost base as we scale.

Outcome # 2: Build & execute our strategy to engage, retain, & grow our Mid-market & Enterprise Customer motions

• Develop a strategy & refine the motion for managed account success including:
  • Establish Superhuman as a partner to make their organization more productive
  • Drive successful implementations so end-users activate & get the full value of Superhuman through a relevant & diverse set of assets (from one to one coaching to scaled program) to help them.
• Partner closely with our Head of Sales & Head of Marketing to establish & refine our Customer Champion program to continue to elevate the voice of the Customer.
• Define & drive value through our packaged Success & Support offerings.
• Set the bar & continue to raise it for the industry of world-class customer support (delight) quality & speed for Enterprise.

Outcome # 3: Build & lead a high-performing Customer organization

• Strong long-term vision & strategy for the Customer organization.
• Inspire our team of Delight Specialists, Engagement Specialists, Success Managers, & future team members to do the best work of their careers.
• Hire, coach, & retain a diverse, distributed, & talented team.
• Lead the organization with coaching, prioritization, clear communication, & modeling Superhuman values.

Outcome # 4: Contribute to Superhuman strategy as the voice of the customer

• Be the voice of the Customer, collaborating across Marketing, Sales, & Product on behalf of what our customers need & supporting the team's mission.
• Orchestrate Customer discovery to assess opportunities for new products & services by bringing Executives, Marketing, & Product into the customer journey.

SOUND LIKE YOU?

You have 12+ years of professional experience, with 5+ years of experience leading distributed Customer Teams including:

• Deep experience with B2B SaaS (both Enterprise & SMB) & end-user technology spaces leading & scaling customer success teams that own expansion & renewal numbers.
• Experience leading & scaling distributed customer support teams that deliver industry-defining service levels.
• Customer Centric: You are always pushing to improve the customer experience while finding the win-win between taking care of customers & driving competing business outcomes.
• Cross-functional Leadership: You lead your peers & the company on behalf of the customer & balance bringing others along with holding others accountable.
• Start-to-Finish ownership: You acts with 100% responsibility for both the customer outcomes as well as the outcomes of the company.
• Situational Scrappiness: You know how & when to roll your sleeves up; you can be a player & player-coach just as well as a coaches. You do this without losing strategic perspective.
• Bias for action: Speed matters. You take rapid & decisive steps forward, even in the face of uncertainty, recognizing action is the catalyst for progress & growth.
• Async Communicator: Youre effective across various mediums (especially Slack, notion, & email) & can produce & consume detailed written materials as needed without sacrificing speed. You respond quickly & thoughtfully to unblock others & speed things up.
• Cares deeply, challenges directly: You discuss & debates ideas openly & focus on the customer & business so what & challenges stakeholders to take impactful action.

SALARY 

The Head of Customer role may span a range of experience & expertise. Through our interview process, we will review your background, local market data, & use a mix of technical & qualitative assessments to determine where you fall in our range. We will talk about compensation in our first conversation & be transparent throughout the process about which level we think is the best match for you in our organization. 

Our starting salaries for this role within US markets range from $200,000-$250,000+.  The salary range does not reflect total compensation, which includes base salary, benefits, & company stock options.

BENEFITS

Taking Care of Your Future

• Medical, dental & vision insurance: 100% coverage for you, 75% coverage for all your dependents.

• Voluntary insurance: short-term disability, long-term disability, & life insurance.

• 401(k) plan (we match 75 cents per dollar, up to 4% of your salary).

• Free access to Northstar, a financial wellness platform that provides financial advisors + personal finance tools.

Generous Time Off

• Flexible time off including 13 additional company holidays, plus your own Care Days, Flexible Holidays & a company-wide Winter Break.

• Generous parental, caregiver, healthcare, & compassionate leave policies.

Investing in Your Growth

• $3,000 per year towards your professional development.

• Free access to Calm & Taskhuman.

• Allyship education program to help build your best self.

Setting You Up For Success

• Custom MacBook Pro.

• $1,000 budget for workstation setup.

• $60/week for your lunches, groceries, or whatever nutrition you need to stay fueled up!

• Flexible spending accounts for commuter costs, dependent care, & healthcare expenses.

At Superhuman, we value diversity.  We are an equal opportunity employer: we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.