Head of Customer Success

Project N95 is the National Clearinghouse for critical personal protective equipment (PPE) and medical supplies. We protect healthcare and frontline workers by matching procurement teams with vetted suppliers as quickly as possible to get supply into the hands of frontline workers and underserved, vulnerable and special needs populations through service as a trusted and transparent procurement source. We are a 501(c)(3) non-profit organization with the culture and pace of a start-up.

As Head of Customer Success, you will support our growing customer base to ensure they have access to the products and quantities necessary through exceeding their expectations.. You will unapologetically fight for the customer and ensure the organization is successful in delivering on the promise of service and help they’ve requested.

You will report directly to the Executive Director as well as work closely with team members across all functional areas of the organization. This is a contract-to-hire position.

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Duties and Responsibilities
  • Drive customer success by deeply understanding the customer needs through an empathy-first and data-driven approach
  • Handle key customers/clients themselves and oversee all customer relations as the point of contact between Project N95 and the client to help solve problems and achieve business goals by building trust and providing strategic and realistic solutions
  • Exceed customer expectations on responsiveness, helpfulness, and time to resolution
  • Collaboratively work with team members and volunteers across the organization to drive forward mission as a force multiplier
  • Identifying opportunities, risks, and challenges to automate processes to proactively resolve customer issues
  • Further deepen and grow customer relationships to achieve retention and persistent activation
  • Unparalleled communication, organization, and time management skills within the organization and with externally facing with customers
  • Ability to effectively manage and deliver on multiple and simultaneous diverse and complex problems with grace
  • Recruit, train, and empower volunteers to amplify workflows, projects, and initiative
  • Deep commitment to the vision, mission and values of the organization
  • Self-motivated and self-sufficient with a positive, service-oriented attitude
  • Demonstrate sound judgment, even in high pressure situations
  • Comfort with ambiguity and agility in the face of change at a rapidly growing startup environment
  • Strong interpersonal ability to successfully manage, organize, lead and direct large teams in order to drive productive collaboration across departments
  • Highest level of integrity with the ability to effectively handle sensitive information
  • Demonstrated superb communication (written and oral), organization, and time management skills
  • Reliable and responsive to all forms of communications
  • Ability to influence and motivate a team of staff and volunteers by example
  • Someone who can thrive and support others in a remote work environment
  • 5+ years experience in executive suite support, operations, and/or project management in a professional setting
  • Familiarity with web-based productivity tools (e.g. GSuite, Slack, Airtable, Intercom, Twilio Flex)