Head of Customer Success at Prodigal (S18)
Lending Intelligence Software
United States / Remote
Full-time
3+ years
About Prodigal

We are a Bay-Area B2B SaaS startup working to provide intelligence for financial services. We are backed by leading investors, including Menlo Ventures, Accel and Y-Combinator. We have been in hyper-growth for the past 4 years, and we continue to innovate and build our company torridly.

The collections and receivables industry has been saddled with painful, low value workflows and a poor customer experience. Prodigal has taken up the mission to humanize the repayment process by providing companies with strong insights and intelligence. Our product offerings enrich lending operations across the value chain using cutting-edge Automatic Speech Recognition and Natural Language Processing. With a team comprising of High Frequency Trading quants, Big Tech engineers, Strategy Consultants, Investment bankers, Private Equity and Venture Capital, and industry veterans from lending and financial services, we have deep technical proficiency, strong business perspective and the industry expertise to build an iconic vertical SaaS company.

About the role

about Prodigal

Backed by leading investors like Menlo Ventures, Accel and Y-Combinator, Prodigal grew nearly 10-fold over the last year due to rapidly increasing demand for our products. In order to build on this momentum, we are looking for leaders in our expansion journey. You will work closely with the Co-Founders, CEO, Board and key stakeholders to educate and reinforce our mission.

Prodigal is building an iconic vertical software business that will fundamentally impact how the multi-trillion dollar lending industry operates. Prior to Prodigal, the industry was saddled with painful, low-value manual workflows, and poor customer experience. Our mission is to humanize the loan lifecycle through automation and data.

We are defining a new category of intelligence - one that drives dynamic decisioning based on interactions. As we build,Β these articles shape our thinking. We draw on lessons from giants and unicorns β€” but myths aren’t part of the ethos. Instead, Prodigal is grounded in reality, committed to using these lessons to improve the daily work of lenders and collectors as we expand our business, support consumers, and change the consumer finance landscape.

This is an opportunity for accelerated personal growth with a team that has an ambitious vision, technology to back it up and tier 1 investors.


What you'll do

πŸ‘‚Β  Champion our users

  1. We are building a vertical SaaS giant ... but have only built 5% of our vision

  2. Voice of Customer is invaluable to our product strategy

  3. Listening critically is critical to prioritize & see around the corners

βš™οΈΒ  Engagement: Onboarding & ongoing

  1. Manage & lead our current CS team

  2. Ensure swift onboarding of new clients

  3. Conduct periodic business reviews (QBR) to update progress

  4. Be a delicate but steady hand to drive behavior change among users

πŸ“… Β  Renewals

  1. We have been blessed with high renewal rate.

  2. Even then, we want to craft a thoughtful renewal strategy this year

πŸ‘·Β  Services

  1. Occasionally we drive one-off projects for customers.

  2. Organize & execute professional services engagements

🀝 Support

  1. Support our customers on tactical items in a timely way

What you are great at!

  1. Listening. You listen what customers are saying & ask discerning questions.

  2. Communication. Crisp & cogent communication.

  3. Organization & breaking down ambiguity into structured problems

  4. Leading teams & hiring colleagues who raise the bar. Drive productivity as we reap scale benefits.

  5. Comfort with pace of an early-stage startup. Roll up sleeves, if necessary.

  6. 3+ years of Customer Success experience for a software / product company.

  7. Experience leading a team.

Technology

Techstack: ReactJS, CSS, Javascript, Python, MongoDB

Interesting problems we're solving

  • Creating an intuitive UI for a speech analytics product. Traditional speech analytics products have very poor usability and are hard to implement for a business.
  • Return search results on the call corpus for queries such as "Which calls had a payment dispute?"

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