Working at Paro

Join us as we shape the future of finance work. We’re freeing professionals from the confines of traditional employment, in turn democratizing access to the business solutions that companies need. A mass migration to a workforce without boundaries is already underway, with many leading analysts predicting that 50% of the workforce will be freelancing by 2025. Backed by Revolution Ventures, Sierra Ventures, FJ Labs, and other leading investors and angels, we are on the path to disrupting the $500+bn antiquated finance and accounting industry by providing flexible finance and accounting solutions to businesses via our network of highly vetted freelance experts.

We believe our teams deserve to be surrounded with others who can be their authentic selves at work while driving forward the future of work with Paro. We value taking smart risks and having each others’ backs. We welcome challenges, and we are rigorous in ensuring all voices are heard. We are open to understanding each other’s experiences and communicating effectively together. We work hard, but we also want every employee to enjoy the journey. We work collaboratively, do the right thing, never settle and put our best work into everything we do. 

We are an equal opportunity employer and are committed to building a company that embraces and celebrates diversity and inclusion. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, or disability status.

The Role

Paro is hiring a Senior Director, Customer Success. This leader will report directly to the VP Growth and lead our entire existing business function. They will inherit an experienced Customer Success manager who manages a team of 8 Account Managers, as well as a robust infrastructure of Sales Operations and Customer Success Operations support. The Senior Director of Customer Success needs an action mindset, is excited by the idea of quickly scaling globally, and thrives in a bold, fast-moving, transparent, values-driven team and company while enabling both customer and company success.  Due to the hyper-growth environment, this person will have an entrepreneurial and commercial mindset with a proven background in scaling technology businesses.

Key Focus Areas

• Work directly with VP Growth (whose purview includes Sales and Sales Operations) to build a high-functioning revenue organization
• Inspire, recruit and develop top talent Customer Success team leaders and members who bring a customer-centric view to their everyday roles, with support from internal People function
• Drive strategy to ensure measurable customer success, retention, and expansion across various customer segments
• Accelerate customer lifetime value by defining the customer journey across all customer segments up to enterprise
• Deploy innovative programs to drive more customer value, improve customer goal achievement, pilot new features, and demonstrate novel use-cases
• Extensively collaborate cross-functionally with Marketing and Expert Operations teams to drive growth, and with Product team to share customer insights that inform future product developments bearing optimal customer success
• Deliver meaningful, strategic and tactical insight to leadership team through customer feedback, business goals, key performance indicators, and customer analysis
• Manage customer escalations as the senior business owner for their success
• Develop and present “insight to action” plans to Growth organization on a frequent cadence
• Identify opportunities for continuous improvement

Requirements

•  7+ years experience in customer success and sales enablement including in a high growth tech company - an understanding of the trajectory of start-ups would be more culturally aligned than large corporate experience
• Secondary comfort working with sales leaders, sales representatives, sales operations, and other Sales stakeholders; together, we make up the Growth organization at Paro!
• Possess deep quantitative skill set, with data-driven insights consistently at the core of recommendations
• Experience with both building things from scratch, whether that be processes, reports, new roles, or entire start-ups, as well as evolving or upgrading legacy process and systems to improve effectiveness and efficiency
• Skilled at managing across the full spectrum of stakeholders: “Down” to direct reports, “across” to intra-Growth and cross-functional peers, and “up” to VP Growth and Leadership Team
• Extensive experience in B2B sales organizations, ideally with exposure to consultative and solution-based selling Methodologies
• Experience leading teams - we're looking for a builder, a coach, and a leader of people
• Demonstrated experience building robust processes to support a seamless customer experience. 
• Experience working with and influencing senior leaders
• Experience in Financial Services and working outside of the USA would be hugely advantageous.
• Adept at identifying opportunities for improvement, translating ambiguous gaps into discrete initiatives, and executing on prioritized roadmaps 
• Have excellent verbal and written communication skills
• Possess exceptional listening, organization, presentation, and business strategy skills

Benefits at Paro

• Competitive salary + stock options
• Parental Leave 
• Comprehensive benefits package offering including: Medical (BCBS), dental, vision insurance, 401(k), etc. 
• Flexibility to work from the office or remotely (as needed);  we are flexible on location within the USA
• Unlimited PTO – we trust you
• Company Holidays-in recognition of 10+ federal holidays each year
• Unique Paro Holidays to rest & recharge for one day each month when there isn’t a company holiday (minimum time off)
• Great River North office location, steps away from public transportation
• Pet friendly office
• Casual office environment

About Paro

Paro provides flexible finance and accounting solutions to businesses via its network of highly vetted freelance experts. Through our proprietary AI-powered platform, Paro precisely matches clients with the best-fit experts to solve problems and drive growth. Our carefully curated expert community provides a range of financial services to clients, from basic bookkeeping and accounting to highly specialized corporate development and strategic advisory. By freeing these professionals from the constraints of traditional employment, Paro empowers them to pursue meaningful work on their own terms while helping clients achieve their business goals.